Ignore overages in change linked namespace flow
Problem to solve
When a customer uses the "change linked namespace" flow, we force them to pay for any overages (the difference between seats in use
on the group they are trying to link and seats in subscription
).
However, this causes a lot of bugs, especially around customers with multiyear subscriptions or outstanding invoices. Here's just one recent example in Slack. Additionally, it causes pain for sales-assisted customers who are trying to associate their subscription for the first time and are asked to pay for even small overages.
Historically, it was important that the changed linked namespace flow charge for overages because SaaS customers were not being charged for overages/true-ups (and if you go back even farther in time, self-service SaaS customers subscriptions renewed at the same seat count as the previous year, not taking usage into account). So it was important to enforce the payment of overages at some point.
However, now we have a system where self-service SaaS customers pay for overages via QSR and sales-assisted customers pay for overages via either QSR or true-ups, so forcing customers to pay for overages at the time of linking their subscription is not needed.
Related issues
The following issues will be solved once this issue is complete:
- [Community Programs] Add more clarity for purch... (#4297 - closed).
- Change namespace throws error for ramp subscrip... (#6610 - closed).
Intended users
SaaS subscription owners
Proposal
Even if a customer has seat overages, allow them to use the change linked namespace flow to associate their subscription without being asked for payment. (We will collect payment for the overages at the next QSR or true-up opportunity, depending on the terms of the customer's contract.)
If the group the customer is trying to link the subscription to will cause overages, show a message letting them know. Example message copy below (still needs to be refined).
You are about to incur additional charges
Your subscription includes X seats, but the %{groupName} group has Y billable users. If you continue, you will be billed for the overage at the end of your subscription term. Learn more. about additional options to pay for overages.
Documentation
-
Update this section of the docs:
If the total number of users exceeds the number of seats in your subscription, your account is charged for the additional users and you need to pay for the overage before you can change the linked namespace.