Understanding Core subscription and billing cycles

Overview

Core subscription plans are available on an annual or a month-to-month basis for the Starter, Basic or Premium level accounts. Enterprise level accounts can be created with custom time lengths, please contact sales@teradek.com for additional information.

The Core interface can be used to upgrade or downgrade to different subscription levels as described in this article.

Note that refunds will not be issued for account cancellations or downgrades, and refunds/credits will not be issued for time periods where a Core subscription was active but the service was not being used for streaming purposes. 

For example: if a Basic level subscription was active from the beginning of January through the end of April, but streaming only took place in January and March, there is no refund or credit possible for the months of February or April.

Upgrading an active subscription

If you upgrade to a higher subscription level during a regular (non-trial) billing period:

• You will be charged a pro-rated amount for the higher subscription level based upon the amount of time used on the previous level for your billing period.
• There is no change to dates for the billing cycle.
• The sources, destinations and Sputnik servers in your account will be preserved.

Downgrading an active subscription

If you downgrade to a lower subscription level during a regular (non-trial) billing period:

• You will receive a pro-rated credit on your Core account based upon the amount of time used on the previous level for your billing period. No refund is issued back to the credit card.
• There is no change to dates for the billing cycle.
• The sources, destinations and Sputnik servers in your account may be removed; you will need to reconfigure any missing items.

Cancelling a subscription

If you cancel a Core subscription during a regular (non-trial) billing period:

• The Core account will stay active through the end of the subscription billing period (monthly or annual). No refund is issued for the remaining time on the subscription.
• The Sputnik servers in the account will be decommissioned, and any saved recordings and other data will be purged at the end of the subscription billing period. Be sure to download any saved recordings before the end of the subscription.

Billing cycle dates

Subscription periods are always based on the original date that a Core subscription was initiated. It is not possible to modify the billing start/end date of Core subscriptions at this time. 

If you cancel and then reactivate your Core subscription at a later time, the billing period will be based on the original cycle.

For example:

• If your original billing start date was May 18th and you cancel before June 18th, you will still have the use of Core through the end of your current period.
• If you reactivate your subscription on July 1st, the subscription time for that reactivated cycle will run through July 18th (corresponding to the original billing period).
• The next full subscription cycle would start from July 18th through August 18th.