ISV applications FAQs

The ISV applications are third-party integrations with Genesys Cloud’s billing system. Once the ISV application adheres to all standards and is set up within the Genesys Parts Catalog, the ISV application is quoted separately from the AppFoundry Partner. The Genesys Sales and Genesys Resellers quote the ISV applications within the Genesys Quoting tool. The ISV applications are an addition to Genesys Cloud subscriptions, where usage fees are billed with the customer’s subscription. The ISV applications are not installable or usable until the customer’s subscription is fully activated.

How can a customer order an ISV application?

The customer can order the ISV application in the following ways:

On AppFoundry as a free trial: An authorized user on AppFoundry quickly adds any ISV application enabled for free trials after authentication. Free trials are purchased with a future bill date of one month from the free trial activation. The free trial is a month-to-month (MTM) subscription without a commitment. The customers can cancel the application at any time.
On AppFoundry as a purchase: An authorized user on AppFoundry quickly adds any ISV application enabled for purchase after authentication. The purchases are activated immediately on the customer’s subscription. The purchases are a month-to-month (MTM) subscription without a commitment. The customers can cancel the application at any time.
Sales-assisted: The customer contacts the Genesys sales representatives and authorized Genesys resellers for an AppFoundry purchase or free trial.

Can an ISV application be offered without a free trial?

Yes. AppFoundry partners offer the ISV application with free trials.

Can a free trial be extended?

Yes. You can extend the free trials with the assistance of a Genesys sales representative and the consent of the AppFoundry partner.

What is required for a free trial?

An active Genesys Cloud subscription is required for a free trial.

What happens after the free trial ends?

Free trials refer to purchases of an ISV application with one month of usage unbilled. You can cancel the free trials at any time in Genesys Cloud at no cost.

Note: Once the subscription is upgraded to a committed subscription, you cannot cancel the subscription in the application.

After the one-month free trial, in the second month, the ISV application usage is prorated to line up the delta of time between the free trial start and the normal subscription anniversary. In the third month, usage of the ISV application is in line with normal subscription usage.

How are AppFoundry partners notified of the free trials or purchases on AppFoundry?

You can amend the Genesys Cloud subscription for both the free trials and the purchased subscriptions. Genesys sends subscription amendment notifications to the Genesys account owner, Genesys resellers, and AppFoundry partners.

What is the significance of Genesys Cloud license enforcement?

ISV client applications—usage type leverages the Genesys Cloud billing or license services. Genesys Cloud licenses are offered to AppFoundry partners for the ISV applications. The AppFoundry partner provides enforcement of the Genesys Cloud license within their product, service, or offering, which is important for accurate invoicing of the ISV application. Genesys is not responsible for any billing conflicts when the Genesys Cloud license is not enforced.

What are the different commitment options?

Customers can order Genesys Cloud licenses as named users, concurrent users, and metered items. The standard sales model is a named license with an annual prepayment. For an annual subscription with a month-to-month payment, Genesys charges 5% extra. For a monthly commitment with a monthly payment, Genesys charges approximately 20% extra.

Named licensing: A named license is assigned to a single user at any time. Any user with an assigned named license is billed. If more users than the purchased number of users log in using a named license during the billing cycle, overage charges with month-to-month (M2M) pricing apply.
Concurrent licensing: Multiple users are assigned to concurrent licenses. Customers are charged for the maximum number of logged-in users with concurrent licenses during a billing cycle. Genesys disregards support shift changes for durations of less than 30 minutes. If more users than the purchased number of users log in using a concurrent license during the billing cycle, overage charges with M2M pricing apply. Concurrent usage is offered for an addition of approximately 30%. For more information about the Genesys Cloud pricing and concurrency update, see Genesys Cloud pricing and concurrency update.

If a customer has an annual prepay subscription, what price rate is being charged monthly during the ramp? Is it M2M or annual prepay?

During the ramp period, Genesys charges the price as defined in the committed pricing. For an annual prepay subscription, Genesys charges pricing based on the annual prepay.

What options exist for ISV client applications—metered type?

The two types of metered-type applications are as follows:

Metered sum: Reported daily usage is added to the running summation of the customer’s monthly billing cycle. Upon the monthly billing cycle’s end, the total is evaluated against the customer’s commitment. The actual use or commitment, whichever is greater, is billed. For MTM subscriptions or ramp period usage, the actual usage is billed.
For example, if the partner reports usage of 10 on day one, 20 on day two, five on day three, and zero on all other days at the end of the billing period, Genesys charges the total summation of all the daily values reported as 35 during the billing period.
Metered high-water mark: Reported daily usage is discarded if the usage amount does not exceed the highest reported value for the month. A daily report with the new high-water mark is the billable usage value for the month. The high-water mark usage or commitment, whichever is greater, is billed. For MTM subscriptions or ramp period usage, the high-water mark usage amount is billed.
For example, if the partner reports usage of 10 on day one, 20 on day two, five on day three, and three on all other days at the end of the billing period, Genesys charges the maximum value reported to Genesys as 35 during the billing period. If no usage is reported, Genesys invoices the minimum committed licenses. For ramp or M2M billing, no amount is billed.

Note: A billing period does not start on the first day of the month and end on the last day of the month. Hence, the AppFoundry partners are requested to always report the total number of days and reports of all the days for the billing period. You do not sum or average on your own. Genesys’ billing engine performs the calculations within the billing period. For more details about the billing period, see

What does a vendor of a metered type of an ISV application report?

The AppFoundry vendors only report daily usage of the previous UTC day. The Genesys Cloud billing system completes all tabulation of usage data reported by the AppFoundry vendors applied to the customer subscription for regular invoicing and overage invoicing.

What happens if a vendor fails to report the metered usage?

Genesys always invoices the commitment on the subscription or the actual usage, whichever is greater. If no metered usage is reported or if even one day is missing, the customer is not invoiced for the missed usage. For a customer with a commitment, the customer is more likely to be invoiced for the minimum commitment. For a customer with MTM, the daily usage is not invoiced.

What is a ramp period?

A ramp period is defined as the time period between purchasing Genesys Cloud Services and the actual production use of the Genesys Cloud Services. During this period, AppFoundry offerings are billed according to actual usage rather than minimum customer commitments.

What is billed during the ramp period?

During the ramp period, AppFoundry offerings are billed based on the actual usage and not on customer commitment minimums plus overage. A standard ramp period is 120 days. However, this ramp period varies based on the customer’s use case.

For example, if a new customer commits to 10 licenses of product X, the ramp period is effective from the first month of the subscription. During the first month, the customer enables two users. Genesys charges the customer for only two users. Once the ramp period is over, the commitment or actual usage (aka overage), whichever is greater, is charged.

How is an AppFoundry vendor paid?

The AppFoundry team generates billing reports on a monthly basis as follows:

For North America (NA) billing is generated on Working Day (WD) 7.
For Europe, Middle East, and Africa (EMEA) billing is generated on WD3.
For Asia-Pacific (APAC) billing is generated on WD7.

The billing reports include calculated revenue shares for Genesys and the AppFoundry partner. The report includes all the partner products and services.

How does Genesys report revenue to AppFoundry vendors?

Genesys Finance (Revenue Team) validates and approves all revenue share calculations for AppFoundry vendors. Once approved, the AppFoundry team sends the billing reports to the respective partners via email. Genesys does not send out a purchase order along with the report. The AppFoundry Partner is required to generate an invoice based on the report and submit it to the Genesys Accounts Payable team (AP).

The regional email addresses are as follows:

The AppFoundry Partner Invoice does not contain items that are not listed within the report. Genesys does not accept items that are not listed in the supplied report. The AppFoundry partners are required to complete the US Standard W9 (Request for Taxpayer Identification Number and Certification) form and the Supplier Relationship Form and submit them to Finance Operations Procurement Support.

The accounts payable team validates, processes, and pays the invoices based on the terms (Partner Master Partner Agreement and AppFoundry Addendum) agreed with the partner.

How do I, as an AppFoundry vendor, invoice for the annual pre-pay customers?

Regardless of ISV application type (usage or metered), Genesys invoices the customer in the first month for the full twelve-month commitment. The standard billing reports reflect the invoice. Genesys Finance (Revenue Team) provides the invoice automatically each month to the AppFoundry vendors.
The AppFoundry vendors are requested to submit daily usage reports of their metered-type applications to calculate monthly overage. All overages, above the metered-type applications of customer usage beyond the customer’s monthly commitment, are invoiced and included in the monthly billing report.

What is Genesys Cloud’s fair use policy?

For more information about Genesys Cloud’s fair use policy, see API overage charge.