Subscriptions

1. Availability by User Type

Access to the Subscriptions section depends on the user role:

• Direct Clients – accessible to Admin users only
• Resellers – accessible to users with Reseller and Admin roles
• MTM / BNSF / RMS Companies – available to Admin users, with permissions to manage subscriptions for billing purposes (for example, moving subscriptions between Shipping Prime groups)

Note: End customers of resellers (child clients) do not have access to this section.

2. Direct Clients (Admin Users Only)

Admin users from direct client accounts can:

• View subscriptions
• Export subscription data

They cannot:

• Suspend subscriptions (Unless included in the contract)
• Reactivate subscriptions
• Terminate subscriptions (Notify support/sales when they want to terminate)

3. Resellers (Reseller + Admin Roles)

Resellers have extended visibility and management capabilities:

• All subscriptions are displayed by default when the page is opened
• Their clients list is available in the left-side panel
• Depending on contract terms, they may:
  • Suspend subscriptions
  • Reactivate subscriptions
  • Terminate subscriptions (Only after the subscription period ended)

Note: Subscription suspension is available only if included in the reseller agreement.

4. MTM / BNSF / RMS Companies

Admin users within these organizations can:

• Select one or multiple subscriptions
• Move subscriptions to another billing group

When subscriptions are selected, the corresponding action button becomes available in the action bar.

5. Subscription Activation Rules

A subscription can be activated in one of the following ways, depending on the contract terms agreed with the customer:

1. First device connection
   • Applies when the device is installed before the grace period expires
2. Grace period expiration
   • Applies when the device has not been installed within the grace period
3. Immediate activation after shipping (Sales Team configuration)
   • No grace period is defined
   • Billing starts on the first day of the following month
   • Configured in Monday / Deal
4. Activation strictly on first connection (Sales Team configuration)
   • The grace period must match the full contract duration (in days)
   • Configured in Monday / Deal

6. Important Notes

Support Team

• The Support Team must notify madalina.oanca@idrive.ai for all RMA or replacement cases
• Next release will introduce the ability to replace a device directly within a subscription

7. SIM Card Behavior

• Subscription terminated → SIM card is suspended
  • The SIM must also be terminated in the provider platform within 7 days
  • Review the SIMs → To Be Terminated report weekly and manually terminate listed SIMs in the provider platform
• Subscription suspended → SIM card is suspended
  • Review the SIMs → To Be Suspended report weekly and manually suspend listed SIMs in the provider platform
  • These cases are uncommon and usually occur only when provider API errors prevent automatic synchronization
• Subscription reactivated → SIM card is reactivated automatically

Provider-Specific Notes

• FloLive / Emnify
  • Changes are synchronized between Nexus and the provider platform within 1–2 minutes
• PODSYS
  • Initial activation (“preactive” state) may take several hours to appear in PODSYS
  • After activation, suspend/reactivate actions synchronize within 1–2 minutes
• Teal
  • API reliability issues may occasionally cause synchronization failures
  • Affected SIMs are included in reports for manual processing
  • This provider is currently being phased out

8. Support Team Responsibilities

The Support Team should:

• Suspend subscriptions only for RMA cases, when necessary
• Terminate subscriptions only after contract expiration if the client declines renewal
• Ensure clients are informed before termination decisions are made
• Never terminate subscriptions that are still under an active contract