Question

Service for a customer's subscription has the Stopped status. On the 'Service Status History' tab in the subscription properties the following entry is present:

Service Stopping: Automatical Synchronization: Stop Service Triggered by daily billing process

Moreover, in some cases there is a renewal order cancelled by Billing. Why Billing stopped the subscription service?

Answer

Every day the daily billing process (DBP) check the expiration date of the subscription and stops the service of expired subscriptions.

If the is an unprocessed renewal order (in the status "Waiting for Payment" or "Service Not in Sync" or some other status different from "Completed"), this order gets cancelled.

Billing stops the subscription service after subscription period and grace period passed, so check Service Terms which are assigned to the subscription. If Grace Period is 0 days, subscription will be stopped right after expiration, otherwise it will be stopped after grace period is over.

The customer has to renew the subscription to reactivate its service.

You may find more information about Service Terms in the Billing Provider Guide.


Note: In some cases RN order may get generated and be cancelled by the same DBP, before it even gets processed. 

That happens due to a race condition in the DBP process: 


#OA-25012 - Race condition between renewal and service stop during DBP leads to disabling the subscription just after renewal


Please contact your TAM if you wish to get a follow up on the above case.


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