Manual Migration from (Voice)Business/(Voice)Enterprise to (Voice)PREMIUM

Purpose

This article explains how you, as a Business Partner (BP), can request the manual migration of your customers' prepaid (Voice)Business or (Voice)Enterprise licenses to (Voice)PREMIUM licenses.

Note: This manual process applies until a self-service upgrade is available begin of 2027.

Process

Step 1 – Open an eSR

Open an eSR to the Rainbow Support team before the 20th of the month. If you open your request after this date, it will be handled the following month.

You can open the eSR through MyPortal or by sending an email to support@openrainbow.com. In your request, please specify:

• The customer concerned (name of the company as defined in Rainbow).
• The number of prepaid (Voice)Business or (Voice)Enterprise licenses you want to migrate.
• The number of target (Voice)PREMIUM licenses.The same amount as the licence to be migrated.

Step 2 – Review of your request

The Rainbow Support team checks that your request is eligible (see Scope and Out of Scope below).

Some subscriptions require additional review (see Special Cases below). In this case, the Rainbow Support team will let you know and may take longer to reply.

Step 3a – Order the (Voice)PREMIUM licenses

When the Rainbow Support team asks you to, order the prepaid (Voice)PREMIUM licenses with the same end date as your customer's original (Voice)Business or (Voice)Enterprise subscription. The Rainbow Support Team will guide you through this process.

If less than 12 months remain on the original subscription, ALE will adjust the end date of the (Voice)PREMIUM subscription so that it matches the original one.

Please note that any extra discount you had on the (Voice)Business or (Voice)Enterprise subscription is not carried over to the (Voice)PREMIUM licenses.

Step 3b – Assign the licenses to users

Once your order is placed, assign the (Voice)PREMIUM licenses to the users, then confirm in the eSR that this is done.

Step 4 – Finalization

ALE then reduces the number of licenses on the original (Voice)Business or (Voice)Enterprise subscription. The Rainbow Support team confirms that on the 1st of the following month you will be:

• invoiced for the new (Voice)PREMIUM licenses, and
• credited for the migrated (Voice)Business or (Voice)Enterprise licenses (credit note on the same invoice).

The eSR is then closed.

Scope

You can use this manual process only for:

• Migrating a prepaid (Voice)Business subscription to a prepaid (Voice)PREMIUM subscription.
• Migrating a prepaid (Voice)Enterprise subscription to a prepaid (Voice)PREMIUM subscription.

Your customer's new (Voice)PREMIUM subscription keeps the same expiration date as the original (Voice)Business or (Voice)Enterprise subscription.

Out of Scope

You cannot use this manual process to request:

• A migration from a Prepaid plan to a Monthly (Voice)PREMIUM plan (no reimbursement will be granted).
• A downgrade from (Voice)PREMIUM to (Voice)Enterprise or (Voice)Business (no reimbursement will be granted).
• Monthly subscriptions will not be migrated. You just needs to subscribe to the new (Voice)Premium licences and allocate them to users, then cancel the (Voice)Business/(Voice)Enterprise monthly subscription.

Billing Rules

• You will be invoiced for the prepaid (Voice)PREMIUM licenses with your standard BP discount.
• You will be reimbursed for the remaining prepaid period of the original (Voice)Business or (Voice)Enterprise subscription through a credit note on the invoice of the 1st of the following month, based on the price of the contract.

Unless you have specifically negotiated otherwise:

• Any extra discount you had on the original (Voice)Business or (Voice)Enterprise subscription will not be transferred to the new (Voice)PREMIUM subscription.

Special Cases

Some subscriptions require additional review before migration. If this applies to your request, the Rainbow Support Team will notify you.