Configuring Service Terms

Customers purchase service plans with specific service terms that define how subscriptions are processed after expiration or cancellation. Service Terms are defined per service plan. When configuring a service plan, you must use one of the existing Service Terms configurations or create a new configuration.

Service Terms Parameters

Grace Period:

• Defines the number of days after expiration during which subscriptions will remain active.

• Ensures greater customer satisfaction and service continuity.

• Customers can renew subscriptions after expiration.

• Begins when a subscription expires.

• The service is not suspended.

• Subscription status: Graced.

Hold Period:

• Defines the number of days after cancellation within which subscriptions can be restored.

• Ensures greater customer satisfaction and service continuity.

• Customers can still renew subscriptions put on hold.

• Begins when the grace period ends for a subscription.

• The service is suspended.

• Subscription status: Hold.

Destroy Service after Hold Period:

Important: If you want subscriptions to become non-renewable when they are canceled, enable the Destroy Service on Cancel setting in the service template configuration. In this case, regardless of the Destroy Service after Hold Period setting, subscriptions will be "destroyed" on cancellation.

• Enabled: After the hold period is over, subscriptions are "destroyed":

  • "Destroyed" subscriptions cannot be renewed.

  • For audit purposes, subscription data remains available.

  • Subscription status is Terminated.

• Disabled: After the hold period is over, subscriptions remain inactive indefinitely with the capability to be renewed:

  • Subscriptions can be renewed at any time.

  • For audit purposes, subscription data is available.

  • The subscription status is Canceled.

    Note: When a subscription is renewed, its status first changes to Graced and then Active.

Adding Service Terms

1. In the control panel, go to System > Settings > Terms > Service Terms.

2. Click Add New Service Terms. Complete the fields:

   • Name: Enter a display name for the new service terms object.

   Regular Subscriptions Policy

   In this section, you can define service terms for paid subscriptions.

   • Grace Period: The number of days after expiration during which subscriptions will remain active.

   • Hold Period: The number of days after cancellation within which subscriptions can be restored.

   • Destroy Service after Hold Period:

     • Enabled: After the hold period for a subscription is over, the subscription cannot be restored.
     • Disabled: A subscription can be restored and service resumed at any time after the subscription is canceled.

   Trial Subscriptions Policy

   In this section, you can define service terms for trial subscriptions.

   • Grace Period: The number of days after expiration during which subscriptions will remain active.

   • Hold Period: The number of days after cancellation within which subscriptions can be restored.

   • Destroy Service after Hold Period:

     • Enabled: After the hold period for a subscription is over, the subscription cannot be restored.
     • Disabled: A subscription can be restored and service resumed at any time after the subscription is canceled.

Important

• For each domain service plan, create a separate Service Terms configuration (which reflects the domain registrar's policy). For example, if a registrar allows customers to renew existing domain registrations within a month after expiration, the summary duration of Grace and Hold periods must not exceed 30 days, and the service must be destroyed after the hold period is over.
• To apply Service Terms to a subscription in the Administrative Hold status, release the subscription from Administrative Hold: the subscription status becomes Graced and it is processed according to the Service Terms settings.
• Expired subscriptions may stay in the Active status for a period of time because the Daily Billing Process has not processed them yet. Such subscriptions cannot be terminated. After Daily Billing processes them, their status changes to Graced.
• If you want to change the Service Terms configuration for a subscription, please note that changes affect only subscriptions that are not yet in the status affected by the changes, for example:
  • You cannot extend the Grace Period for an expired subscription by changing the associated Service Terms: the subscription is already in the Expired status; Shutdown date is calculated when Expiration date occurs.
  • You cannot extend the Hold Period for a subscription that is already on hold by changing the associated Service Terms: the subscription is already in the Stopped status; Terminate date is calculated when Shutdown date occurs.
  • You cannot change the Destroy Service after Hold Period settings for a subscription when the hold period is over (after the Terminate date).