Billing & Invoicing
Overview & FAQs
Understanding your invoice and the invoicing process is an important aspect in being able to pass those charges to your customer and reconcile your invoice each month.
If you have any invoicing questions, contact the billing department at 855-636-9500 or send an email to billing@collabrance.com.
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Invoice Timing
- Collabrance invoices in arrears, meaning services performed/charged in a month will not have the invoice prepared until the first week of the following month.
- We begin the process of preparing invoices on the last two business days of the month, at which time user counts will be updated for billing purposes.
- This is an automated process, so it is important for the Service Provider to ensure Active Directory is accurate for new and deleted users for security and invoicing purposes.
- Server and workstation counts are updated on the 23rd of the month from our RMM tool.
- For more detail on how invoiced quantities are determined, view our Billing Quantities section.
- We send you an invoice reconciliation spreadsheet on the second or third business day of the month. This file provides a detailed breakdown of the charges that will be on the actual invoice that will follow a week or two later, as we want to get this information in your hands as soon as possible.
- The invoice will be sent to you via email around the 10th to 13th of the month.
- Invoices are sent to a billing distribution created by the Service Provider (for example, ap@mydomain.com) or the invoice contact as indicated on the New Service Provider Setup Form. It is the Service Provider’s responsibility to ensure the proper internal personnel are on the billing email distribution.
- Payment is due on the 5th of the following month it is received.
- For example, services rendered in February will not be invoiced until March. This invoice will have a March invoice date and an April 5th due date.
Billing & Invoicing FAQs
Do you prorate the first invoice?
No, we do not prorate invoice charges. All recurring product charges are invoiced fully, as contracted, 3o days after the order is submitted. Setup fees for new orders will be bill in full upon order submission to be invoiced on the next closest billing cycle and due within 30 days of invoicing.
What dates are used for preparing the invoices?
We bill in arrears, so the invoice is created the month after the service is performed. For example, services performed in January will be invoiced in February. The invoice will be prepared the first business day of February for services rendered in the month of January.
When will I receive my invoice?
Invoices are emailed around the 10th to the 15th of the month.
When will the invoice be due?
Invoices are due on the 5th of the following month after the invoice is received. For example, an invoice received in February will be due on the 5th of March.
How will I know what to charge my customers?
You will receive an invoice comparison spreadsheet that is automatically created and emailed to you on the first business day of the month, which will include a detailed breakout of charges for each of your customers.
If a new user is added during the month, will I be billed for support for that user?
Yes, in most cases. If the change happens in the last 2 -3 business days of the month, it is possible the change will not appear until the next month. As noted above, new user additions will not be prorated.
What if a user is removed during the month, will I be billed for user support for that user?
In most cases, you will not be billed for that user unless the change happens in the last 2 business days of the month, then they will most likely bill for the entire month.
What happens if I have a customer who wants to offboard?
You will need to download the Collabrance Offboarding Request Form. Please fill out and return to billing@collabrance.com. Collabrance will not prorate the invoice for the last month of services.
How do you count the products and services that are billed each month?
We count the products as outlined below:
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- Users – All users in the active users OU in active directory will bill each month. For service desk only customers, either active ConnectWise contacts or users in Azure AD will bill each month. Workgroup environments will bill based on the number of devices in N-Central.
- Servers – All servers in N-Central will bill each month.
- Workstations – All workstations in N-Central will bill each month.
- Hosted email – All mailboxes in effect during the month will bill. Deleted mailboxes will bill for the entire month as well as new mailboxes.
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How will I receive my invoices?
We email our invoices and will send them to the email address provided to us on the New Service Provider Setup document you filled out. We prefer a distribution list to send the emails to (such as, ap@mydomain.com).
What are these invoices that come in the middle of the month? Do I need to pay them? Why are you sending these to me?
These are project work or time and materials invoices for work performed that are for out of scope services. These invoices are for your information only so that you can pre-bill your customers for the services. These charges will appear on your next monthly invoice. No payment is required when you receive these invoices.
Can I give you approval to do the work on behalf of my customers without getting billing approval each time?
Yes, we can “auto-approve” a specific amount of time. Reach out to your Collabrance Strategic Business Advisor to discuss.
Why am I being charged for shipping?
Collabrance charges for shipping and handling on every device we ship to our Service Providers to cover the cost of the internal handling, supplies and the shipping cost by our shipping vendor. This charge will vary depending on the timeframe you wish the shipment to be delivered; expedited shipping will be an additional cost.
What hardware can be financed as part of Collabrance offering?
Collabrance owns Fortinet products (UTMs, wireless access points, switches) and rents products to Service Provider on a monthly basis. These products cannot be included in financed transaction as ownership is maintained with Collabrance. Other products including backup devices and professional services (setup fees) can be included in financed transactions, as well as any equipment which is being purchased as part of the transaction that is not part of Collabrance monthly services. It is recommended to discuss pricing and documentation guidelines with financing representation to make sure everything is in accordance with their requirements.
*Devices purchased on promotion at $0 or reduced amount (Alto 2 Datto device) can still be financed at acceptable MSRP guidelines set by financing party.
If you have any invoicing questions, contact the billing department at 855-636-9500 or send an email to billing@collabrance.com.