Syncro Subscriptions & Billing
Table of Contents
Syncro offers annual, month-to-month, and annual with monthly billing subscriptions for our Core and Team Plans.
Choose a Subscription
Choosing the right subscription is all about balancing cash flow with long-term stability. To help you decide which rhythm fits best, here are the details:
| Annual | Month-to-Month | Annual (Monthly Billing) | |
|---|---|---|---|
| Payment style | Single annual payment | Pay as you go | Manageable monthly payments |
| Best for… | Yearly budgeting | Short-term flexibility | Consistent value & cash flow |
| Subscription Period | 12-months | 30-days | 12-months |
| Add-on Billing | Monthly | Monthly | Monthly |
Many people find that the Annual with Monthly Billing option offers the most strategic advantage for a growing business. It’s designed to give you the best of both worlds:
- Cash Flow Friendly: You enjoy the stability of an annual subscription without the large upfront cost. This keeps more capital in your pocket for other business needs.
- Predictable Budgeting: Your base price remains consistent every month for the duration of your subscription, making your overhead easy to forecast.
- Seamless Management: You receive all the benefits and features of our annual subscription while keeping your payments spaced out in easy, monthly installments.
Subscription Logistics
- To keep things simple and streamlined for your administration, all users on your account share the same billing cycle.
- Any add-ons you include will be billed monthly, regardless of your main subscription type.
- For your convenience, subscriptions automatically renew at the end of their period unless you contact us and request to stop the automatic renewal.
- If you’re on an Annual with Monthly Billing subscription and choose to stop renewal, your service and monthly payments will continue until the end of the annual subscription period.
Note: To manage your subscription, update your payment information, or view invoices, see Set Up Your Syncro Account.
Per-User Billing
Syncro's billing structure is on a per-user basis. You will be billed for the number of Syncro Users you have active at the time of your subscription renewal.
You can add or “enable” users, as well as disable users on your account at any time during your billing cycle.
Additions
- When you add a new user to your account, you will be billed for the user immediately. You will be billed a prorated amount depending on how far into your billing cycle you are.
- If you attempt to add a new user and the payment fails, our system will flag your account as having a failed transaction. While this flag is active, you will be prompted to update your payment method upon login and will have limited access to the Admin page. Once we are able to process the payment, the flag will be lifted from your account. If you have any problems during this process, please reach out to our billing department at billing@syncrosecure.com.
Removals
- To ensure you are not billed for users you no longer need, you must disable users before your subscription renewal day. Once a subscription renews, Syncro does not offer refunds for any users disabled mid-billing cycle.
- When a user is disabled on your account, you do not receive a credit or refund for any remaining time. Instead, the user license remains active and available for use until the end of your current billing cycle. Once your current billing cycle ends, your subscription renews at the number of users you have active at that moment. For example, you could disable “User A” 20 days before the end of your billing cycle and during those 20 days, you could add “User B” without being charged again. User B would be using the license available on your account from disabling “User A”.
To add or remove Syncro account users, see the Add & Assign Users to Security Groups documentation.
Syncro Credits
Syncro Credits measure usage of AI capabilities that do work on your behalf. They apply to Team and IT plans only. Two capabilities currently use credits: Automated Ticket Triage & Dispatch and Guided Ticket Resolution. Your seat price does not change.
Note: AI Ticket Summarization is included with each Team or IT Plan technician seat, has unlimited use, and does not use credits.
Free Monthly Pool
Each licensed user adds 150 free credits per month to a single account-wide pool. Credits are drawn from this shared pool rather than allocated per technician, so unused credits from one technician can cover usage from another. The pool resets each billing month. Unused credits do not carry over.
Credit Usage
- Automated Ticket Triage & Dispatch: 1 credit per ticket, when a suggested priority is accepted or auto-assigned, or when a suggested technician is accepted, auto-assigned, or matches the technician who works the ticket. If both the priority and the technician qualify on the same ticket, the ticket still uses 1 credit.
- Guided Ticket Resolution: 5 credits per ticket, when a recommendation is accepted.
Suggestions that technicians override or decline do not use credits.
For information about turning capabilities on or off, see Enabling/Disabling AI Features.
Visibility & Controls
The Credit Usage Dashboard gives Admins a live view of how their team is using Syncro's AI capabilities, where they’re seeing impact, and what’s approaching credit limits, so there are no billing surprises. See About the Credit Usage Dashboard for details.
Billing Timeline
Starting October 2026
Credit usage is tracked beginning in October 2026. Through January 2027, no credits are billed, and capabilities continue to run even if usage exceeds your free pool.
To view credits used and preview what usage beyond the pool would cost, open the Credit Usage Dashboard at Admin > Syncro Administration - Syncro Credit Usage.
Billing for credits beyond the free pool applies only after January 2027 and only if an Admin sets a monthly spending cap.
After January 2027
By default, when your account's free credits are used, Automated Ticket Triage & Dispatch and Guided Ticket Resolution pause until the next billing month. No charges apply. Admins are notified when the capabilities pause.
To keep these capabilities running past the free pool, an Admin will be able to set a monthly spending cap. The monthly spending cap is the maximum dollar amount your account can be billed for credits beyond the free pool. Setting the monthly spending cap is not available until after January 2027.
Credits beyond the pool are billed at $0.10 each until the cap is reached, and the capabilities then pause until the next billing month. Admins are notified as usage approaches the cap and can adjust the cap at any time. The cap applies to the entire account. Per-user caps and prepaid credit purchases are not available.
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
- Microsoft 365 & Entra ID Backup
- Proofpoint
- Splashtop
- Splashtop SOS
- Webroot
Update Your Subscription
You can update your subscription at any time within Syncro. However, not all subscription updates take effect right away. Please read the sections below to understand how different selections will affect your subscription.
There are changes that take effect immediately and changes that take effect at the end of the current subscription period.
For IT Departments (IT Plan)
Immediately
Monthly → Annual updates apply to your account right away. Your payment method will be charged for any price difference, and any remaining “time” on your current subscription will be credited back as a prorated amount toward your new annual commitment.
End of the Current Subscription Period
Annual → monthly updates are saved as pending and will only apply when the current annual subscription period ends. You’ll retain your existing annual billing cycle and retain all associated terms until that date.
For MSPs (Core/Team Plans)
Immediately
These updates apply to your account right away. Your payment method will be charged for any price difference, and any remaining “time” on your current subscription will be credited back as a prorated amount. Plan features update immediately.
- Core monthly → Team monthly
- Core annual → Team annual
- Core monthly → Core annual
- Core monthly → Team annual (Team features enabled immediately)
- Team monthly → Team annual
- Core annual → Team monthly (Team features enabled immediately)
End of the Current Subscription Period
These updates are saved as pending and will only apply when the current subscription period ends. You’ll retain your existing plan’s features until that time.
- Core annual → Core monthly
- Team annual → Core monthly
- Team annual → Team monthly
- Team monthly → Core annual
- Team monthly → Core monthly
- Team annual → Core annual
Note: To manage your subscription, update your payment information, or view invoices, see Set Up Your Syncro Account.
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:
- Navigate to Admin > Account Settings, then in the Subscription section, click the “Cancel Plan” link.
- 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.
- 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 invoiced 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. Please make sure any important data has been exported before your subscription expiration. For assistance in exporting account data, contact support at help@syncrosecure.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.
Marketplace Add-On Behavior After Cancellation
Overview
All marketplace add-on products are invoiced in arrears for prior usage, so you may receive one or more final bills after your Syncro subscription ends, regardless of the product. Find your specific product(s) on the Product List tab for details.
Notes:
- To migrate a marketplace product, you'll work directly with the reseller or vendor you're migrating to. They'll guide you through their own onboarding and account setup process.
- For billing questions, contact billing@syncrosecure.com. For technical questions, contact help@syncrosecure.com.
Product List
| Product | Migration Eligibility | Number of Arrears Billings | If No Action is Taken | To Keep It Active Outside Syncro | To Cease Billing |
|---|---|---|---|---|---|
| Acronis | Supported for reseller-to-reseller transfers only. Requires Syncro approval prior to vendor authorization. | No set number. Billing continues until you stop the product or migrate it. | Billing continues indefinitely, regardless of your Syncro subscription status. Non-payment (not subscription expiration) disables or deletes the account. | Migrate to another reseller. Syncro approval is expected, but may extend the timeline. |
Stop using the product. This means deleting all billable usage directly in Acronis's portal. No action is needed within Syncro.
Or, migrate it to another reseller. |
| AutoElevate | Supported for reseller-to-reseller transfers only. Requires Syncro approval prior to vendor authorization. | No set number. Billing continues until you stop the product or migrate it. | Billing continues indefinitely, regardless of your Syncro subscription status. Non-payment (not subscription expiration) disables or deletes the account. | Migrate to another reseller. Syncro approval is expected, but may extend the timeline. |
Stop using the product. This means deleting all billable usage directly in AutoElevate's portal. No action is needed within Syncro.
Or, migrate it to another reseller. |
| Bitdefender | Supported for reseller-to-reseller transfers only. | 2 (fixed). See About Arrears Billings. | When your Syncro subscription ends, a 15-day timer begins. If not migrated by then, the product is suspended and stops working, leaving assets unprotected. | Migrate to another reseller prior to 15 days after your Syncro subscription expires. |
This means removing it from all Syncro asset policies first, then deleting all billable usage in Bitdefender's portal. Doing this out of order may cause the Syncro agent to reinstall the product before your policy change takes effect.
Or, migrate it to another reseller. |
| Emsisoft | None. Accounts cannot be migrated. | 1 (fixed). See About Arrears Billings. | When your Syncro subscription ends, the product immediately stops working, leaving assets unprotected. | Cannot be kept active beyond the expiration of the Syncro subscription. | No action needed. Billing stops automatically after the 1 bill. |
| Guardz | Supported for reseller-to-reseller transfers only. Requires Syncro approval prior to vendor authorization. | No set number. Billing continues until you stop the product or migrate it. | Billing continues indefinitely, regardless of your Syncro subscription status. Non-payment (not subscription expiration) disables or deletes the account. | Migrate to another reseller. Syncro approval is expected, but may extend the timeline. |
Stop using the product. This means deleting all billable usage directly in Guardz's portal. No action is needed within Syncro.
Or, migrate it to another reseller. |
| Ironscales | Supported for reseller-to-reseller transfers only. Requires Syncro approval prior to vendor authorization. | No set number. Billing continues until you stop the product or migrate it. | Billing continues indefinitely, regardless of your Syncro subscription status. Non-payment (not subscription expiration) disables or deletes the account. | Migrate to another reseller. Syncro approval is expected, but may extend the timeline. |
Stop using the product. This means deleting all billable usage directly in Ironscales's portal. No action is needed within Syncro.
Or, migrate it to another reseller. |
| Proofpoint | Supported for reseller-to-reseller transfers only. Requires Syncro approval prior to vendor authorization. | No set number. Billing continues until you stop the product or migrate it. | Billing continues indefinitely, regardless of your Syncro subscription status. Non-payment (not subscription expiration) disables or deletes the account. | Migrate to another reseller. Syncro approval is expected, but may extend the timeline. |
Stop using the product. This means deleting all billable usage directly in Proofpoint's portal. No action is needed within Syncro.
Or, migrate it to another reseller. |
| Splashtop | None. Accounts cannot be migrated. | 1 (fixed). See About Arrears Billings. | When your Syncro subscription ends, you will immediately lose access to the service. | Cannot be kept active beyond the expiration of the Syncro subscription. | No action needed. Billing stops automatically after the 1 bill. |
| Syncro Cloud Backup | None. Accounts cannot be migrated. | 2 (fixed). See About Arrears Billings. | When your Syncro subscription ends, a 15-day timer begins. After 15 days, your data will be deleted. Back up any data you need during this window. | Cannot be kept active beyond the expiration of the Syncro subscription. | No action needed. Billing stops automatically after the 2 bills. |
| Threatdown | Supported for reseller-to-reseller transfers only. Requires Syncro approval prior to vendor authorization. | No set number. Billing continues until you stop the product or migrate it. | Billing continues indefinitely, regardless of your Syncro subscription status. Non-payment (not subscription expiration) disables or deletes the account. | Migrate to another reseller. Syncro approval is expected, but may extend the timeline. |
Stop using the product. This means removing it from all Syncro asset policies first, then deleting all billable usage directly in Threatdown's portal. Doing this out of order may cause the Syncro agent to reinstall the product before your policy change takes effect.
Or, migrate it to another reseller. |
| Warranty Tracker | None. Accounts cannot be migrated. | 1 (fixed). See About Arrears Billings. | When your Syncro subscription ends, you will immediately lose access to the service. | Cannot be kept active beyond the expiration of the Syncro subscription. | No action needed. Billing stops automatically after the 1 bill. |
| Webroot | Supported for reseller-to-reseller transfers only. | 2 (fixed). See About Arrears Billings. | When your Syncro subscription ends, a 15-day timer begins. If not migrated by then, the product is suspended and stops working, leaving assets unprotected. | Migrate to another reseller prior to 15 days after your Syncro subscription expires. |
Stop using the product. This means removing it from all Syncro asset policies first, then deleting all billable usage directly in Webroot's portal. Doing this out of order may cause the Syncro Agent to reinstall the product before your policy change takes effect.
Or, migrate it to another reseller. |
| Windows Defender | None. Accounts cannot be migrated. | 1 (fixed). See About Arrears Billings. | When your Syncro subscription ends, the product immediately stops working, leaving assets unprotected. | Cannot be kept active beyond the expiration of the Syncro subscription. | No action needed. Billing stops automatically after the 1 bill. |
About Arrears Billings
Marketplace products are billed in arrears for usage that already occurred, not usage going forward. How many arrears billings you receive depends on whether the vendor has a post-subscription migration window.
For example, let's say your Syncro subscription ends August 8, 2026. You have three products: your Syncro subscription (prepaid, nothing further is due), Splashtop, and Bitdefender. Here's what happens:
- Splashtop: No migration window; access stops immediately when the subscription ends. You're billed once, for usage through August 8, 2026.
- Bitdefender: Has a 15-day migration window. The first arrears bill covers usage through August 8, 2026 (the subscription end date). If the product isn't migrated, the account remains active under Syncro's Bitdefender account for 15 more days (August 9 through August 23, 2026), and a second arrears bill for that window is issued on September 8, 2026.
If a product is migrated before its window closes, only the first arrears bill applies; no second bill is generated for time after migration completes.
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.