Billing Requests — Tenant Admin
Overview
The tenant commercial-orders section is where authorized Tenant Admins submit new-subscription, custom-plan, plan-change, and limit-increase orders for Platform Admin review. The current order workflow stores request notes, invoice/payment state, and lifecycle history; a universal built-in conversation thread is not established by this surface, so use the approved support channel when follow-up is needed.
Types of Billing Requests
| Request Type | When to Use |
|---|---|
| Custom Plan Request | You need a plan with specific limits not covered by standard plans |
| Limit Increase Request | You need a higher limit (users, storage, surveys, responses, API clients) without changing your plan |
| Plan Change Request | You want to move to another standard plan, including an approved upgrade or downgrade |
Submitting a New Request
- Open Billing Requests from the dashboard navigation.
- Click New Request.
- Select the commercial order type.
- Fill in the required details:
- For Custom Plan: describe the features and limits you need.
- For Limit Increase: specify which limit and the new value needed.
- For Plan Change: select the target plan.
- Add any additional context in the message field.
- Click Submit Request.
The service first creates a Draft order and invoice snapshot, then you submit the Draft for Platform review. Confirm that the resulting details page shows Submitted; a failed operation must not be assumed to have entered the queue.
Tracking a Request
- Open Billing Requests to see all your submitted requests.
- Click a request to open its detail page.
- The detail page shows:
- Current order status and invoice/payment status.
- Price lines, notes, totals, timestamps, and any recorded rejection reason.
- Use the permitted order actions and quote the order number in the approved support channel for follow-up.
Request Statuses
| Status | Meaning |
|---|---|
| Draft | Order exists and can be repriced/submitted while its state allows |
| Submitted | Order is awaiting Platform Admin decision |
| Approved | Order approved and invoice moved to the payable state; entitlement is not yet Applied |
| Applied | Approved payment/application workflow completed and subscription entitlements were updated |
| Rejected | Submitted order rejected; inspect the recorded reason |
| Cancelled | Eligible order closed without application |
After Approval
Approval is not the final entitlement transition. Complete the permitted payment or payment-proof workflow. When the order reaches Applied, Survanta creates or updates the tenant subscription and freezes the resulting TenantSubscriptionEntitlement rows. You can then verify the effective limits in tenant usage/details. Supported transitions may generate notifications, but inspect the order status directly.
Important Notes
- Every commercial order has one invoice. Draft/Submitted does not create or change effective subscription entitlements; Applied does.
- Do not submit multiple requests for the same limit simultaneously.
- Website-customer orders and tenant orders use the same canonical commercial lifecycle but remain owner/tenant scoped on their respective surfaces.
Renewing after expiry
Billing, invoices, orders, and renewal stay reachable when your organization's subscription has expired — those pages are deliberately kept open so recovery is always possible. Renewal requires billing permission; ordinary team members without it are refused as a permission matter, independently of subscription state.
See Renewing Your Subscription and Who Can Do What After Expiry.