Make True-ups also Addon to the subscription

Problem to solve

We continually run into confusion over how true-ups work.

Customers expect that a true-up also adds users on for the coming term. The most boring solution here is to make a true-up also add users to the license.

This will solve a number of headaches for customers come renewal if they do have extra users. It's not just the sales assisted orders that this will help with, it will also help self service customers as well.

Intended users

Procurement and Product Owners

Proposal

Make a true-up also add users on to the subscription.

Example: customer is on a 2 year subscription. At the end of the 1st year, they are 62 users over their 325. They true-up for those users. When applying the license, they expect (despite explanations to indicate that true-ups are only retrospective) that the subscription is also increased by 62. This is not the case and the server throws up an error message asking for 387 active users.

Example: customer orders 32 true-up's and 1 additional user through the channel. Despite the purchase not making much sense (for a 900 user subscription) the order was confirmed by the customer and processed. It turns out, again, that the procurement department expected the true-up to add users.

I believe that we are not using the phrase in the commonly understood way in the industry and this is leading to the frustrations.