The account assets of a customer are divided into two parts: credit and voucher. Their impacts of insufficient account assets on new product purchases, service outages and recoveries for sub-customers is described below.
Monthly subscribed product purchase
Products can’t be purchased in the following situations:
1. The customer's available credit is below 0. At this point, the customer's service is suspended, and new purchases can’t be made.
If you need to resume service, the customer should contact their reseller to increase the credit limit.
2. The customer's available credit plus available vouchers are below the order amount. At this point, the customer's account balance is insufficient, and new purchases can’t be made.
If you need to resume service, the customer should contact their reseller to increase the credit limit or voucher.
Note:
If the reseller's available credit is insufficient to pay the customer's order, new purchases can’t be made.
Pay-as-you-go product purchase
Products can’t be purchased in the following situations:
1. The customer's available credit is below 0. At this point, the customer's service is suspended, and new purchases can’t be made.
If you need to resume service, the customer should contact their reseller to increase the credit limit.
2. The customer's available credit plus available vouchers are below the amount frozen by the reseller. At this point, the customer's account balance is insufficient, and new purchases can’t be made.
If you need to resume service, the customer should contact their reseller to increase the credit limit or voucher.
Note:
When the customer activates a pay-as-you-go product, an amount will be frozen in the reseller's credit.
Impact on service suspension
When the customer's assets are insufficient, the customer's resources will be suspended, and both the customer and their reseller will receive service suspension notices.
1. Service suspension trigger: Available credit change from ≥0 to <0.
2. Service suspension process: The service will be suspended according to the lifecycle of specific products.
3. Solution: If the customer receives a service suspension notice, they can contact their reseller to adjust the credit and vouchers to resume the resource usage.
Note:
If the customer has enabled the non-stop feature, the service will not be suspended.
You can contact your channel manager to add you to the allowlist of the customer service suspension rule to shorten the service suspension period. For detailed rules, see Customer Service Suspension Rules. Impact on service resumption
When the customer's assets become sufficient, the customer's suspended resources will be resumed, and both the customer and their reseller will receive service resumption notices.
1. Service resumption trigger: Available credit change from <0 to ≥0.
2. Service resumption process: The service will be resumed according to the resumption process of specific products.