MSP Product Trials FAQ
Where can I view available trials for a Customer company?
In GravityZone Control Center, navigate to the Companies page, click the name of a Customer company with monthly subscription, and select the Free product trials tab.
How long does a trial last?
A trial will end automatically on the last day of the following month from the start of the trial. For example, a trial started in August will automatically end on September 30.
When the trial ends, the trialed add-ons automatically convert into active paid monthly subscriptions. If you do not want to retain them, make sure to stop the trial before it expires.
When should I start a trial?
Product trials remain active until the end of the month following the month in which the trial was started. To make the most of the full trial period, we recommend starting the trial at the beginning of the month or no later than mid-month.
Will the trial affect monthly license usage?
No. The features provided by the trial will not generate any usage in the monthly usage report. This applies both for Customer and Partner companies.
During the active trial period, features provided by the trial will not generate usage for either Customer or Partner companies.
Upon trial expiration, trialed add-ons automatically convert into active paid subscriptions and will begin generating usage in subsequent monthly usage reports unless the trial was stopped prior to expiration.
What happens after starting a trial?
The add-ons, and services included in the trial are enabled for the company instantly, however, some features will require you to configure policies or install modules.
If the features included in the trial are dependent on other features that are not enabled for the company, those features will also be included in the trial.
You can find instructions on all available trials under MSP Product Trials.
The Customer company's trial has ended. When can I start the next one?
Once a trial has ended, you will not be able to enroll the Customer company in the same trial for 180 days. Other trials will remain available to them.
What happens when a trial ends, and is any action required?
When a trial period expires, trial add-ons automatically convert into active paid monthly subscriptions for the customer company to ensure uninterrupted security coverage. Onboarding notification emails are sent to partners detailing the trial end date and auto-conversion terms.
If you plan to keep the add-on, no action is required. The feature remains active and converts seamlessly to a paid subscription.
If you do not want to keep the add-on, you must stop the trial in GravityZone prior to the expiration date to prevent automatic conversion and billing.
Is there anything I should do once the trial has ended?
If you do not intend to enable the feature for the company in the near future, you should:
Deactivate all features that you enabled in the company's policies for the product trial.
Remove the modules that you added for the product trial from their endpoints.
Can a Customer company that has an ongoing trial change partners?
Yes, only if the features added by the trial are also provided (enabled for resell) by the new Partner company.
Moving under a Partner company that does not meet these requirements is not possible while the trial is ongoing.
Can a Partner company that has Customer companies with ongoing trials change Partners?
Yes, if they meet the regular requirements for changing partners.
What happens if a Customer company changes its partner during a trial?
The trial ends automatically.
What happens if a Partner company changes its partner during a trial?
If the new Partner has all the features provided by the trial available for resell and meets all the trial requirements, all the ongoing trials continue.
If the new Partner does not meet these requirements, all ongoing trials end automatically.
Can I modify a Customer company's monthly subscription during a trial?
Yes, you can change the license options, product type, or protection model for a company that has an active trial. However, active trials are automatically reconciled when the protection model changes:
If the new protection model already includes the add-on as a fully licensed feature, the trial stops immediately and the 6-month cooldown period begins.
If the new protection model does not include the add-on, the trial continues to run until its expiration date.
Add-ons that are not tied to any specific protection model, such as Extended Email Security, are not affected by model changes.
If a trial depends on a prerequisite add-on (for example, Bitdefender MDR requires EDR), the prerequisite remains available for the company until the trial expires.
Can I modify a Customer company's type while it is enrolled in a trial?
Yes. You can change a company from a Customer company to a Partner company, but any ongoing trials of the Customer company will automatically end.
Can any user enroll a Customer company in a trial?
Only users from the Partner company with the Manage Network and Manage Companies permissions can access this feature.
Can I run multiple product trials at the same time for the same customer company?
Yes. Partners can start multiple concurrent trials on the same managed company, allowing client companies to evaluate several add-ons simultaneously.
How can I track trial status across all my managed companies?
You can filter companies by trial status on the Companies page using the MSP trials status filter. Additionally, you can generate the Product Trial Status report on the Reports page to view the in-product trial status across all your managed companies.
Why is the "Start trial" button disabled for a customer company?
The Start trial button may be disabled for several reasons:
Endpoint count: The company has 0 licensed endpoints in the current month (a minimum of 1 licensed endpoint is required).
Eligibility and licensing: The company lacks an eligible protection model (A la carte, Secure, Secure Plus, or Secure Extra) or monthly subscription type.
Cooldown period: The company is currently in the 180-day cooldown period following a previous trial for that specific add-on.