Convoy Cloud Subscription and Access Policy

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1. Subscription Expiration and Grace Period

When a paid subscription expires and automatic renewal fails due to payment issues:

• Customers will enter a 14-day grace period.
• During this grace period, full access to clusters and services will be maintained.
• Customers will be notified immediately about the payment failure and the start of the grace period.

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2. Service Access After Expiration

• Customers can continue to use their clusters during the 14-day grace period (Month 3 in the example).
• After the grace period, if payment is not received, cluster access will be restricted.

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3. Cluster Preservation and Deletion Policy

• After the grace period, clusters will enter a “suspended” state for 60 days.
• During suspension:
  • Clusters will not be accessible but data will be preserved.
  • Customers can reactivate their subscription at any time to regain full access.
• If payment is not received within 60 days after suspension:
  • Clusters will be scheduled for deletion.
  • A final 7-day warning will be issued before permanent deletion.

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4. Reactivation Process

• To reactivate a suspended account, customers must:
  • Update their payment method
  • Pay any outstanding balance
  • Choose a new subscription plan (if desired)

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5. Data Retention and Recovery

• Data from deleted clusters will be retained for an additional 72 hours after deletion.
• During this period, customers can request data recovery by contacting support and paying a recovery fee.

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6. Communication Timeline

• Payment failure: Immediate notification
• Grace period start: Day 1 notification
• Grace period end warning: Day 10 notification
• Suspension notice: Day 14 notification
• Deletion warning: 7 days before scheduled deletion
• Final deletion notice: Day of deletion

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7. Prepaid Subscriptions

• For customers who have paid in advance, the grace period will begin at the end of their paid period.
• Example: If a customer paid for 2 months, the 14-day grace period would start at the beginning of month 3.

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8. Account Reinstatement

• Customers can reinstate their account and recover their data at any point before the final deletion, subject to payment of all outstanding fees.