Credits and billing¶
Running a simulation costs credits. Credits belong to your organisation, and every run is charged against that balance.
What a run costs¶
One credit per target, per run. Three targets cost three credits every time you run them. A Discovery run, which has no targets, is a flat one credit.
An EU compliance report is a flat one credit per run, however many servers are in the estate. A 40,000-server data centre and a 10-server one cost the same, because it is one report either way.
You are always shown the exact figure on the confirmation screen before anything is charged — there is no way to spend credits by accident.
Building is free. Creating a simulation, uploading your estate, mapping its columns and choosing targets all cost nothing, and you can do all of it with a zero balance. Credits are spent at the moment you run. Where a run is not affordable the button is disabled and says what it would cost, so you can see the price before you commit to the work.
Seeing your balance¶
Your organisation's balance is shown in the app. Organisation admins can see the full history of what was bought and what was spent.
Personal allocations¶
Your organisation may give you a personal allocation — credits set aside for you, carved out of the shared pool.
When you submit a run, your personal credits are used first. If they run out and you are permitted to draw on the shared pool, the rest comes from there. If you are not, the run is refused until your allocation is topped up.
Administrators set both the allocation and that permission — see Administering your organisation.
Somebody whose role is Viewer cannot be given an allocation. A viewer has no way to spend credits, so the allocation would leave the shared pool and sit there unusable; change their role first if they need to run simulations.
Refunds¶
If a run fails, the credits come back automatically. If every target failed you get the lot back; if some succeeded and others failed, only the failed ones are refunded.
A run that is still processing after an hour is cancelled and refunded on the same terms.
You are never charged for analysis that produced no result.
Refunding a purchase¶
If you need the money back for credits you have bought and not used, contact support and we will arrange it. Refunds can cover part of a purchase — you do not have to reverse the whole thing.
Unused credits are refundable. Credits you have already spent on a simulation are not, because the analysis and its report have been delivered.
When a refund is made, the credits are removed from your balance, the money is returned to the payment method you used, and a credit note appears on your credits page alongside the original invoice.
Buying more¶
Organisation admins can buy credits from the credits page, if self-service purchasing is enabled for your organisation. Payment is taken by card or PayPal, and a receipt is issued for every purchase.
Credits are added to the balance as soon as the payment clears.
Confirm your email address first
Your receipt is a VAT document and is emailed to you, so we ask you to follow the confirmation link we sent when you signed up before you can buy. If you have lost it, opening the buy-credits page sends a fresh one. Nothing else needs it — building a simulation does not.
If self-service purchasing is not enabled, your administrator arranges credits directly with us.
Receipts and credit notes¶
Every purchase produces a numbered receipt, available to download from the credits page. Admins can also export the full receipt history.
A refund produces a credit note rather than cancelling the original receipt. The receipt stays as the record of what you bought; the credit note is the record of what was returned, and the two are read together. Both are numbered, both are downloadable, and both are included in an export.
Running out mid-project¶
A run that would take you below zero is refused at the confirmation screen rather than started and abandoned, so you never lose a partially-charged run. Top up and submit again — nothing about the simulation is lost.