Billing, trials and cloud credits
Pricing is per enrolled machine per month, with cloud jobs on top. Who pays and when depends on the kind of customer, and everything is visible under Billing.
The prices #
The current per-machine and cloud-credit prices are on the Pricing page. This page is about how the billing works.
The trial #
A self-service sign-up gets a free trial with no card; its length is shown at sign-up. Everything that runs on the customer's own machines works from the first minute: file backup, VSS, App-consistent jobs, cloud drives, version history. Two things wait for a paid plan, because each costs us per use: the Microsoft 365 and Google Workspace connectors, and jobs on the Cloud Agent. The wizard shows them greyed with the reason, and they come alive the moment the plan is paid.
A machine that has already been through a trial under another account is recognised by its hardware fingerprint and cannot start a second one.
Who is billed how #
| Customer type | Billed | On |
|---|---|---|
| Direct (self-service or set up by us) | In advance, monthly | The plan's machines and any cloud jobs |
| MSP | In arrears, monthly | The machines actually enrolled across their customers that month, at the rate in their partner agreement |
| Distributor | In arrears, monthly | Everything beneath them, at their agreed rate; they set what their MSPs pay |
Partner rates are agreed individually and set on the tenant (Customers → ⋮ → Edit); a distributor's rate is not visible to its MSPs. Direct list prices are on the Pricing page. Prices exclude VAT.
Cloud Agent jobs and credits #
A job that runs on the hosted worker — a cloud-to-cloud copy, a connector backup, an archiving sweep — is a cloud job. On a paid plan cloud jobs are metered at the per-job price on the plan. A prepay customer buys cloud credits instead (Billing → Buy credits; Caryvane support can also add credits to an account on request), and can switch on Automatically buy more credits before you run out. The wizard refuses to create a cloud job for a customer with no allowance, and says so.
Xero backup #
Xero backup is billed separately from machines and cloud credits: a monthly fee for each Xero organisation, plus Xero data over a shared monthly allowance, on its own invoice line. The first backup of each organisation includes 5 GB of data free. The full rules, a worked example and why Xero data is charged are on Xero backup → What it costs.
Paying #
Card payments go through Mollie; the card is held by Mollie, never by us. Automatically charge your card when invoices become due keeps a direct account current without anyone doing anything. Invoices are listed under Billing & Invoices with View and Pay now; with Xero connected they are also pushed there and BACS payments reconcile automatically.
Suspending and closing #
An MSP can Suspend a customer (jobs stop, billing pauses) and Reactivate later with everything intact. Closing an account is by email or the console; agents stop, data is deleted within 90 days per the privacy policy, and the backups stay in the customer's own storage.