Billing Cycles & Terms

Note: “Billing cycle” and “billing term” may be used interchangeably. 

Syncro offers monthly or annual subscription plans. Our subscription plans will automatically renew at the end of the billing cycle unless we are contacted and requested to stop the automatic renewal.

Your subscription billing cycle starts when you create and pay for your subscription plan. If you are on a monthly subscription plan, your subscription automatically renews on the same day of each month. If you are on an annual subscription, your subscription renews on the same date every year, but any add-on purchases will be billed on a monthly basis.

Syncro's Subscription Plans

Syncro offers annual and monthly subscription plans.

Annual 

Annual subscriptions are billed for the full year up front. We do not currently allow accounts to be on the annual subscription plan while also having users on a monthly subscription.

Subscriptions cannot be mixed and matched.

Syncro currently offers the following annual subscription plans:

Monthly

Monthly subscriptions are billed on the same day each month. We do not currently allow accounts to be on the annual subscription plan but also have users on a monthly subscription. Subscriptions cannot be mixed and matched.

Syncro currently offers the following monthly subscription plans:

Per-User Billing

Our subscription billing structure is on a per-user basis. You will be billed for the number of users you have active at the time of your subscription renewal.

To ensure you are not billed for active users you no longer need, these users will need to be disabled before the day of your subscription renewal. Once a subscription renews, we do not offer refunds for any users disabled mid-billing cycle.

Add-On Billing

We offer a number of third-party integrations or “add-ons” that you can use and resell to your own customers. These add-ons are billed directly through Syncro to you. Any enabled add-ons will be billed via a monthly invoice. If you are on an annual subscription, you will still be billed monthly for all add-ons.

All of our add-on options are billed in arrears, which means that we bill for the prior months’ usage. For instance, your July invoice would be for your add-on usage in June.

Below are links to documentation for each of the add-ons we offer. You can learn more about their billing and pricing options there:

• Acronis
• AutoElevate
• BitDefender GravityZone
• Emsisoft
• Microsoft Defender Antivirus 
• Proofpoint
• Splashtop
• Splashtop SOS
• Webroot

Cancel Your Subscription

Notes: 

• As stated in our Service Terms, a cancellation notice must be provided at least 30 days in advance.
• An active Admin user on the account must initiate the cancellation. (The request must come from an active Admin user on the account.)

To initiate a cancellation, follow these steps:

1. Navigate to Admin > Account Settings, then click Cancel Plan.
2. In the Cancel Subscription pop-up window, select a reason. You must check the box to acknowledge that upon the expiration of your subscription, any add-ons that are not migrated will be deleted in the next 30 days.
3. To proceed click Initiate Cancellation.

This notifies our Billing Support Team to process your cancellation. The team will send you a confirmation email and date for when your subscription officially expires.

IMPORTANT: If you use add-on services (e.g., MAV or Remote Access), you will receive a final billing(s) for these services, as they are invoicedj in arrears for prior usage.

Once your cancellation request is processed, we will update your subscription to ensure it does not automatically renew. Your subscription will remain active for the full billing cycle following your 30 day notice, after which it will expire.

Note: If you have an annual subscription and do not provide a cancellation notice at least 30 days prior to your renewal date, your subscription will automatically renew.

Pre-Cancellation Checklist

While we are sad to see you leave, we want to make sure you take the necessary steps prior to your subscription expiring. Please take a moment to go over the following tasks we recommend. If you have any questions, please reach out to our support team for assistance.

• Export any data you want to keep. While we do not currently delete any data after a subscription expires, please make sure any important data has been exported before your subscription expiration. For assistance in exporting account data, contact support at help@syncromsp.com.
• Turn off any recurring processes such as recurring invoices and automatic notifications.
• Disable, migrate, or delete any paid add-ons you are currently using.
• Acronis add-on: We currently do not disable backups or delete any data stored using the Acronis integration. Please ensure that you either migrate your Acronis instance from Syncro or delete your account prior to your subscription expiring. See the Acronis Cyber Protect documentation for more information.

Expired Subscriptions

Subscriptions expire for two reasons, the first being if a subscription cancellation has been requested.

The second is if an invoice is not paid within our payment window. If your subscription is expired due to failure to pay an invoice, the invoice in question will remain open in a past-due state on the account. Past-due invoices do not close until they are paid in full and we will attempt to collect payment whenever possible. Any past-due invoices that we have collected payment for are non-refundable.

If you want to resubscribe to Syncro, you will be required to pay for any past-due invoices(s) first. Our system will automatically attempt to collect payment for the past-due invoice(s) once you've entered a new form of payment. You will be able to select a new plan and pay for a new subscription if we are successful in collecting payment for all past-due invoices. This new plan and new subscription and you will start a new billing cycle.

If your subscription expires due to failure to pay an invoice and you choose to resubscribe to Syncro, the following will happen: our system will automatically attempt to collect payment on any past-due invoices in the order of oldest to newest. You can then select a new subscription to start. You will be invoiced for this new subscription immediately and a new billing cycle will be started for your subscription.

If you see that you are charged multiple times after resubscribing to Syncro, it is from our system automatically collecting payment for past-due invoices that are owed to us.