Purchasing & Licensing FAQ

Purchasing & Licensing FAQ

A Simple and Transparent Purchasing Model

Ziflow is different from most companies when it comes to how we sell software. Our goal is to build high performance, reliable and secure software with transparent and fair pricing. To do this, we rely on a slightly different sales model. Here's what makes it different:

  • A sales team that is there to support your purchase, not force features on you that you don't need.
  • Free and fully functional hosted trials that include technical and sales support.
  • Training through our Training & Services program.
  • One common Terms of Service that covers all our Editions.
  • Easy purchasing online within your account or through your Ziflow account executive using our simple Order Form.

We're here to help at any time, so please contact us.

Evaluations

  1. Can I evaluate Ziflow for free before purchasing it?
  2. How can I get an extension on my evaluation account?
  3. Is Ziflow available to install on my own server?
  4. After I evaluate Ziflow, how can I purchase the product?

Pricing and Discounts

  1. How much do Ziflow products cost?
  2. What training solutions are available?
  3. Does Ziflow offer any discounts?
  4. Are there any discounts for government organizations?
  5. Are there any discounts for academic institutions?
  6. Does Ziflow offer reseller discounts?

Terms of Service

  1. Our legal department would like to make some changes to your Terms of Service. Is that ok?
  2. Your Terms of Service refers to the grant of publicity rights to Ziflow. What does that mean? Can we change that?
  3. Your Terms of Service allows you to change the Terms of Service at any time? Can we lock down the Terms of Service on the date we sign the Order?
  4. Your Terms of Service allows you to change your pricing at any time? Can we lock down pricing on the date we sign the Order?
  5. Your Terms of Service allows you to temporarily suspend our account? Why can't we have the right to be given advance notice?
  6. Your Terms of Service allows you to collect and aggregate data from all customers. Why is this?
  7. Your Terms of Service has its jurisdiction in the United Kingdom. Can I change this to the United States?

Ordering

  1. What is the process for ordering Ziflow products?
  2. How can I request a quote?
  3. How can I pay an outstanding invoice?
  4. How can I submit a purchase order (PO number) to Ziflow?
  5. Can I request a quote or invoice in a currency other than US Dollars?
  6. Are there any applicable taxes?

Payments & Refunds

  1. Which payment methods are accepted, and what are your payment terms?
  2. My Visa debit card is showing two transactions, it looks like I was charged extra?
  3. How can I pay an outstanding quote or invoice?
  4. I am in Europe. Will your bank transfer details work for my USD payment to you?
  5. After an order has been placed, how and when will the account be activated?
  6. Can I get a refund after purchasing a license?
  7. Can I cancel my account?

US Taxes

  1. Will you apply US sales tax to my order?
  2. I'm a Reseller located in a taxable US state, but I'm buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply?
  3. Why am I seeing a US sales tax on my invoice?

Value Added Tax (VAT)

  1. Why are you applying VAT to my order?
  2. Do you include VAT or Sales Tax in the prices listed on the website?
  3. The VAT on my order form is shown in US Dollars. Where can I find the equivalent tax in GBP?
  4. I've never had to pay VAT on my orders before, what has changed?
  5. VAT was applied to my order, however I can now supply my valid VAT ID. How can I obtain a refund for the VAT portion of my payment?
  6. I am a Reseller located in a taxable country, but I am buying on behalf of a customer who is not located in a taxable country. Will VAT apply?
  7. How do I update my My Ziflow account to include my VAT Number?

Support

  1. What kind of support does Ziflow offer?
  2. What are the benefits of the Unlimited Edition Service Level Agreement?
  3. When does support start?

Service Level Agreement (SLA)

  1. What kind of SLA does Ziflow offer?

Product Updates

  1. What kind of SLA does Ziflow offer? Can I choose note to accept software updates?
  2. Do all updates apply to all Editions?

Licensing

  1. How are users counted in Ziflow licenses, as named or concurrent?
  2. What are the conditions for a Ziflow Academic License?
  3. What are developer licenses, how are they used?

Managing My Account

  1. How do I update the email address on My Ziflow?
  2. How can I change the billing and administrative contacts for my Ziflow account?
  3. Can I have invoices emailed to someone who is not a Ziflow user?
  4. How do I change the credit card for my Ziflow account?
  5. How can I update contact information on my Ziflow account?
  6. How can I change or reset my Ziflow password?
  7. Where can I access my invoices?

Upgrading Server Licenses

  1. What upgrade paths are available?
  2. How can I purchase or request a quote for additional users in my current Edition?
  3. How do I upgrade from one Edition to another?
  4. When does my upgrade begin?

Downgrading Licenses

  1. What downgrade paths are available?
  2. How can I downgrade the number of users in my current Edition?
  3. How do I downgrade from one Edition to another?

Customizations and Professional Services

  1. What customizations can be made to Ziflow?
  2. Can I request a feature?
  3. Does Ziflow have a professional services team who can assist with on-site training and implementation?

Evaluations

1. Can I evaluate Ziflow for free before purchasing it?

Yes, you can evaluate Ziflow for at least 14 days (up to 30 days) before purchase, allowing you to see and use Ziflow software before you proceed with a purchase. Ziflow provides a fully functional Standard Edition account for evaluation. 

To sign up for an evaluation account, simply go to Ziflow website and click the "Free trial" option. Then follow the steps:

  1. On the Signup page populate the form with your basic details and click the "Sign up free" button to proceed.
  2. We will send you an email with a confirmation link.
  3. Click the link to activate your account. This also will automatically log you in and you will be navigated to your Dashboard.

If you can't find your activation email in your inbox, please check your spam folder first. If you have any troubles with accessing your account please get in touch with our Support team so they can assist.

All evaluation accounts include access to our technical support resources.

To activate your commercial license at any time during your free trial, you will simply add your payment details to the Billing section of your account.

2. How can I get an extension on my evaluation account?

We're happy to extend your Ziflow 14 days trial period for up to 30 days free. 

Please get in touch with our team at sales@ziflow.com to discuss the details.

3. Is Ziflow available to install on my own servers?

Ziflow is a fully hosted Software as a Service (SaaS) application. We do not distribute any software for installation on customer servers.

As a SaaS business model, we have built an application that allows our customers to avoid the large initial investment in IT infrastructure and the day-to-day responsibility of maintaining that infrastructure. This allows for faster deployment times, speeding up time-to-value.

Ziflow customers all share the same provider infrastructure, which centralizes and automates administration and updates as they are released. Ziflow provides enterprise grade security and reliability, with built-in disaster recovery and encryption to ensure your data is protected. In addition, Ziflow provides customization capabilities to meet specific needs, and instant scalability allows you to increase or decrease the number of users over time, giving you the flexibility you need to scale your business.

4. After I evaluate Ziflow, how can I purchase the product?

You can purchase Ziflow at any time via the your Ziflow account executive.

If you want to purchase online, you can purchase within your current edition. By default the Business edition is available on the evaluation accounts, so you can purchase any number of users within the Business Edition. To purchase your paid subscription online:

  1. Log into your Ziflow account.
  2. Go to Manage Account and then to the Billing page.
  3. Click the "Change" button.
  4. In the pop-up select your desired user count in the current edition section and click the "Continue to payment" button to proceed.
  5. In the "Payment info" screen enter your Billing address details and select your payment method.
  6. Click "Next" to navigate to the order confirmation screen.
  7. Review all the details and click "Submit order" to apply the changes.

Your request will be processed right away and your first invoice will be issued and emailed to you. If the Credit Card is selected as be payment method we will collect the payment automatically on purchase.

You can find the detailed steps on how to activate your subscription on our Help page.

Please note: You need to be set as a Billing Administrator on your Ziflow account to have access to the Billing page.

Pricing and Discounts

1. How much do Ziflow products cost?

Current pricing information is always available on the Ziflow website and from your Ziflow account executive.

2. What training solutions are available?

Ziflow offers instructor-led training courses called the Training & Services program. Each course is delivered in our virtual classroom (via GoToMeeting) privately for each customer. Please visit the Training & Services page for further details.

3. Does Ziflow offer any discounts?

We do not offer any discounts. Our goal is make an awesome application available at the best price, and to treat every customer equally. We like to build discounts directly into the prices we share openly with everyone so there's no guessing or uncertainty around what you're buying and how much it costs.

4. Are there any discounts for government organizations?

Discounts are not offered to government organizations (unless you are a provider of primary, secondary or tertiary education in which case you would qualify for Ziflow's academic pricing). Government organizations purchasing Ziflow software are required to purchase commercial licenses.

5. Are there any discounts for academic institutions?

Academic pricing is available to qualified academic institutions.

6. Does Ziflow offer reseller discounts?

Ziflow does offer reseller discounts. Discounts are only offered to official Ziflow reseller partners. For information about our partner program, please contact our Ziflow partner team.

Terms of Service

1. Our legal department would like to make some changes to your Terms of Service. Is that ok?

With Ziflow's current price structure, we are unable to make any changes to our Terms of Service. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position. Maintaining a standard Terms of Service with all of our customers allows us to focus our resources on meeting our obligations under these agreements, and delivering a great service to you. Please also keep in mind that our Terms of Service has been very carefully authored to be fair to both you and us.

There may be some issues that are not covered here or on the rest of this page. If so, please feel free to contact your Ziflow account executive.

2. Your Terms of Service refers to the grant of publicity rights to Ziflow. What does that mean? Can we change that?

Ziflow lists a small number of our customers on our website as examples of organizations using our software. All other disclosures about our customers (customer testimonials, case studies, etc.) are done so only after collaborating with and obtaining permission from our customers.

If you don't want us to mention your company name at all, just contact your Ziflow account executive and we'll add you to our list of companies requesting not to be party to any disclosures or forms of publicity (including our customer lists on our website).

3. Your Terms of Service allows you to change the Terms of Service at any time? Can we lock down the Terms of Service on the date we sign the Order?

Our objective is to provide a simple Terms of Service that is fair to both you and us. We are regularly improving our terms of service, primarily for your benefit. As you can imagine, it would be administratively difficult, and expensive, to have several thousand customers operating on multiple versions of our Terms of Service. It would be equally difficult and expensive to get agreement from multiple customers before updating our Terms of Service. We do therefore need the ability to update our Terms of Service at any time. Clearly, it would not be in our interests to introduce onerous new terms, as we would not risk negative feedback from from the very customers whose business we value.

4. Your Terms of Service allows you to change your pricing at any time? Can we lock down pricing on the date we sign the Order?

We do need to retain the right to increase prices at our discretion, but we would never force a price increase on a customer. We are continually improving the application, including adding new features, levels of service, security, etc. However, you are protected because no price increase takes place until the end of the then current Billing Period. All price increases are notified to the Billing Administrators in your account. This means that you have the option to cancel your Contract before the end of the then current Billing Period if you do not accept the price changes. We believe that this is a fair and practical solution.

5. Your Terms of Service allows you to temporarily suspend our account? Why can't we have the right to be given advance notice?

We take system performance and security very seriously. If we suspect that an individual customer may be acting in a way that compromises performance or security for other users we need to be able to act quickly. However, we do commit to only exercising this right to the minimum extent reasonably necessary to prevent a threat to our service.

6. Your Terms of Service allows you to collect and aggregate data from all customers. Why is this?

We do this so that we can help you benchmark your performance against their peers. All aggregate data is anonymized.

7. Your Terms of Service has its jurisdiction in the United Kingdom. Can I change this to the United States?

Customers may request a change of jurisdiction to Delaware in the United States. To do this, please contact your Ziflow account executive and we will add a note to the Notes section of your Order Form specifying the change of jurisdiction.

Ordering

1. What is the process for ordering Ziflow products?

Signed Orders

Signed orders can be placed via your Ziflow account executive. The order consists of an Order Form containing details of the Edition and number of users that you will be purchasing, plus any services and add-ons. The Order Form contains a link to our Terms of Service online. Once we receive your signed order and your account has been activated, an invoice will be sent via email and will be available online in your account. You can add credit card details to the Billing section of your account or the invoice can be paid by direct bank transfer. Please note that we do not accept, and have no process for banking, mailed checks

Account activation will be available within a business day or or two of the signed order being received.

Online Orders

Online orders can be placed via the secure online Billing section of your Ziflow account. Once that is done, an invoice will be sent via email and will be available online in your account. You can add credit card details to the Billing section of your account, or provide credit card details to our support team by phone, or the invoice can be paid by direct bank transfer. Please note that we do not accept, and have no process for banking, mailed checks

Account activation will be immediate.

2. How can I request a quote?

Requesting an obligation-free quote is easy! Just contact your Ziflow account executive for pricing.

3. How can I pay an outstanding invoice?

You can pay an outstanding invoice by adding credit card details to the Billing section of your account, or providing credit card details to our Finance team by phone. You can also pay by direct bank transfer. You can find bank payment details on the first page of your invoice and on our How to pay page.

4. How can I submit a purchase order (PO number) to Ziflow?

Before signing an order form, please let your Account Executive know if you need a PO number referenced to update your order form and invoice. The PO number will appear on your order form and invoice and will be sent in PDF format via email. The invoice will be available online in your account.

Ziflow is happy to reference a PO number on an order form or invoice for your internal tracking and record keeping. However, we do not accept purchase orders as form of payment nor the terms and conditions commonly associated with purchase orders. Your account is activated while payment is being arranged, but the invoice must be paid within our payment terms. We are able to keep our prices low by offering a standard Terms of Service to all our customers and do not offer commercial credit.

Our payment terms are Net 14-days and we accept payment by bank transfer and credit card. Details can be found on the first page of each invoice. If payment is not received within the time for payment, your account will be suspended pending payment.

5. Can I request a quote or invoice in a currency other than US Dollars?

In order to keep our processes as simple as possible, and our pricing as low as possible, the only currency that we use is US Dollars (USD). We do not issue quotes or invoices in other currencies.

Customers in the United Kingdom will see VAT on their invoices shown in both USD and Pounds Sterling (GBP), as it is a legal requirement in the United Kingdom to show VAT in Pounds Sterling (GBP).

United Kingdom VAT is calculated using an exchange rate that includes a currency fluctuation margin.

6. Are there any applicable taxes?

Ziflow is a United Kingdom-based company. As such, Ziflow must collect VAT from all United Kingdom based customers. Ziflow will collect VAT from customers within the European Union who have not supplied a valid VAT ID, in accordance with EU tax legislation.

Tax Treaties: As a United Kingdom company, Ziflow is exempt from withholding taxes in some countries like the United States. For compliance reasons, U.S. customers may wish to obtain a copy of the W-8BEN-E form, which is available for you to download.

Prices may be affected by organizations based in countries that do not have an income tax treaty with the United Kingdom and are therefore required to impose withholding taxes. If this applies to you, United Kingdom taxation law requires us to provide proof of tax withheld. As such, we will require documentation from you which states the amount of tax withheld (your tax office should be able to supply the relevant documents). Please contact your Ziflow account executive to discuss the potential implications.

Payments & Refunds

1. Which payment methods are accepted, and what are your payment terms?

Ziflow accepts the following payment methods:

Credit card* (MasterCard, Visa or American Express) via the Billing section of your Ziflow account, or for one-off payments via telephone through our Finance team.

Bank transfer, which can take up to 7 business days to clear through our banking facilities.

We do not accept mailed checks. We have no facility to receive or process checks.

Ziflow's payment terms are strictly Net 14-days. We will activate your account prior to receipts of payment, but if payment is not received within 14 days your account will be suspended .

* Credit card is the only acceptable form of payment for monthly Ziflow subscriptions.

2. My card is showing two transactions, it looks like I was charged extra?

Ziflow charges in USD, in some cases your card company may consider Ziflow to be an overseas company and charge an overseas transaction fee. We recommend contacting your bank to see ask why this has happened and request a refund of the fee.

3. How can I pay an outstanding invoice?

If you have any outstanding invoices in your account please contact our Finance team as soon as possible to avoid any interruptions to your service. You can pay an outstanding invoice by credit card or by bank transfer. You can find complete payment details on the first page of each invoice and on our How To Pay page.

If you have the Credit Card selected as your payment method we collect the payments automatically for each transaction. If you have any outstanding invoices it means that your card was declined and you do one of the following:

  • Update your Credit Card details
  • Add a new Credit Card to your Ziflow account
  • Contact your Credit Card provider and authorize the Ziflow payments (if the payments are being blocked e.g. due to international nature of the transactions)

Once this is completed please get in touch with our Finance team so they can process the outstanding payments again.

If you have Bank transfer selected as your payment method and you know that the payment has already been made at your end, please send your bank's payment confirmation to our Finance team so they could update our records. Once the payments are received the team will mark the outstanding invoices as paid.

You can check the status of each of your invoices at any time in the Billing statement section of your Ziflow account.

4. I am in Europe. Will your bank transfer details work for my USD payment to you?

Only European bank accounts issue IBANs. The SWIFT number and the bank account number that we provide in the invoice will be sufficient for our bank to identify your payment.

5. After an order has been placed, how and when will the account be activated?

If you use the online order process, your account will be activated immediately.

If you use the manual order process through our sales team, our support team will contact you once the account has been activated.

6. Can I get a refund after purchasing a license?

Yes, provided that your Ziflow account has not been used you can request a refund up to 30 days after original date of order. After the 30-day period refunds will not be available.

To request a refund within 30 days of order, please contact our Finance Team.

7. Can I cancel my account?

You can cancel your subscription at any time. However, this can only be actioned if there are no outstanding invoices on your account.

To cancel your Ziflow account, please contact your Ziflow account executive

Please note: The Ziflow subscription will be terminated immediately after submitting the online request and you will not be invoiced again. No credit is offered for canceling an account prior to the end of a billing cycle.

To request a refund during the first 30 days of paid service (following an evaluation), please contact our Sales Team.

US Taxes

1. Will you apply US sales tax to my order?

Yes, Ziflow will collect US state sales tax for customers that do qualify for sales tax when purchasing our product.

2. I'm a Reseller located in a taxable US state, but I'm buying on behalf of a customer who is not located in a taxable US state. Will US sales tax apply?

US sales tax is calculated for the end user. If the reseller agreement is to have Ziflow generate the invoices for the reseller, there will be sales tax. Otherwise, the reseller is responsible for generating the invoice and collecting the sales tax.

3. Why am I seeing a US sales tax on my invoice?

While Ziflow is a UK company, sales tax is still payable based on the location of the customer and prevailing US state tax laws. Sales tax will be applied to all invoices that qualify for sales tax in their respective locations.

Value Added Tax (VAT)

1. Why are you applying VAT to my order?

Ziflow is a UK company and, as such, Ziflow must collect VAT from all United Kingdom based customers.

In accordance with EU legislation, VAT will not be applied to invoices to EU business customers who provide us with a valid VAT ID prior to the time of payment.

Please pass your VAT ID along with the signed Sales Order to your Account Executive, and we will include this information when issuing your invoice.

You can add/modify your VAT ID in the Billing section of your account and the changes will be applied to your next invoices. If you want to add or update your VAT ID in your existing invoices, please contact our Finance team.

For more details on VAT and invoicing please see our How to pay help page.

2. Do you include VAT or Sales Tax in the prices listed on the website?

No, the prices listed on our website do not include any VAT or sales tax. VAT or sales tax will show up when you proceed through the checkout page.

3. The VAT on my order form is shown in US Dollars. Where can I find the equivalent tax in GBP?

The equivalent tax in GBP will be displayed on the final invoice.

This is because exchange rates fluctuate constantly and the equivalent tax in the non-USD currency cannot be determined until issue of the invoice.

4. I've never had to pay VAT on my orders before, what has changed?

From time to time, domestic governments introduce new taxes or apply VAT to new taxable items through new legislation.

5. VAT was applied to my order, however I can now supply my valid VAT ID. How can I obtain a refund for the VAT portion of my payment?

Generally VAT will be applied to all VAT-applicable invoices where a valid VAT ID has not been provided to Ziflow at the time of payment.

However if a valid VAT ID covering the period of the purchase can be supplied, please contact our Finance team to arrange for the refund of your purchase within 30 days of payment.

After that time, customers with a valid VAT ID may claim a refund for VAT paid on business expenses directly from your local tax authority via your business VAT return. You do not need to self-assess VAT on this transaction again under the reverse charge system.

6. I am a Reseller located in a taxable country, but I am buying on behalf of a customer who is not located in a taxable country. Will VAT apply?

For Resellers, the application of the VAT is based on the location of the Reseller and not the location of the customer. If no valid VAT ID has been supplied at the time of order, then the VAT rate of the Reseller's country will be automatically applied to the order.

7. How do I update my Ziflow account to include my VAT Number?

Visit your the Billing section of your Ziflow account. Enter your VAT Number in the Vat ID field of the Billing contact and address section. Clicking anywhere outside the text field will save the changes. All the new invoices will have this VAT Number included.

If you want to update any of your existing invoices to include the VAT Number, make sure that this information is entered correctly in the Billing contact and address section and then contact our Finance team so they can send you the updated documents.

Support

1. What kind of support does Ziflow offer?

Global Support is available during UK business hours via phone, recommended for critical issues, as well as Help Center and Email for less urgent issues. Ziflow's Global Support can help with any of your technical support needs such as:

  • defects with/degradation of application services
  • system performance issues
  • account updates
  • information on best practices
  • information on features and functionality

2. When does support start?

Support will start when your evaluation account is activated.

Product Updates

1. Can I choose not to accept software updates?

Our product continues to evolve via frequent and significant updates. These are applied automatically to your account. Wherever possible new features will be configurable, so you can turn them on and off in your Administration module.

Licensing

1. How are users counted in Ziflow licenses, as named or concurrent?

A user is by definition any account with the permission to log in to Ziflow. A named user with this permission is counted towards the user limit, whether logged in to the application or not. Our licensing model is not based on concurrent users.

2. What are the conditions for a Ziflow Academic license?

The following organizations are eligible for a Ziflow Academic License:

  • Educational institutions: Public or private K-12, vocational schools, correspondence schools, junior colleges, colleges, universities, or scientific or technical schools that are accredited by a national accrediting agency.
  • Administrative offices & boards of education: Provincial, district, regional, national and state administrative offices and authorities of the Educational Institutions defined above.
  • Public libraries
  • Home-school programs
  • Research institutes that are affiliated with an accredited university.
  • Teaching hospitals that are affiliated with an accredited university.
  • Training and teaching organizations that are accredited by a statutory government qualifications body.

An Academic License provides a 50% discount on any Ziflow edition.

Proof of accreditation or affiliation may be required when ordering an Ziflow Academic License.

3. What are developer licenses, how are they used?

Developer licenses are available to Ziflow integration partners who wish to deploy non-production installations for use in testing and development of the Ziflow software (e.g. third party product integrations, third party plug-ins, etc) that should not be done on a purchased account.

This license is provided free of charge.

The technical contact for the license should follow these steps:

  • Contact the Ziflow partner team.
  • Sign a Partnership Agreement with Ziflow.
  • Set up a Ziflow trial and notify your Ziflow Partner manager, following which the trial account will be changed to a Developer account.

If you require multiple Developer licenses, we can provide you with a promo code that automatically converts any trial account that you create into a Developer account.

Developer licenses must not, under any circumstances, be used for production or commercial purposes.

Managing My Account

1. How do I update my email address on Ziflow?

All Ziflow accounts use an email address for the user name. To change your Primary email address use these steps:

  1. Log into your Ziflow account using your existing Ziflow login (email address).
  2. Go to Settings menu and then to View Profile page.
  3. Click "Edit" link next to the current primary email address and enter your new email address.
  4. Once you save the changes we will send you the confirmation email.
  5. Follow the instructions in the email notification to confirm your new Primary email address.

Check your spam settings if you can't see the confirmation email in your inbox. Also get in touch with our Support team so they can assist.

2. How can I change the billing and administrative contacts for my Ziflow account?

To modify the users' permissions and grant them access to the Billing and Manage Account pages, any existing Billing Administrator and Administrator will follow these steps:

  1. Log into your Ziflow account
  2. Go to Settings menu and then to the Manage Account page.
  3. In the Manage Account page open the "Users" tab and click on the name of a user that you wish to upgrade to Administrator or Billing Administrator.
  4. On the User details page select the right permissions profile from the drop-down menu.
  5. Save the changes by clicking anywhere outside the edited field

Follow the same steps to downgrade the users' permissions and block their access to the Billing and Account Settings pages. See our Help page for the detailed description of the available profiles.

Users can be upgraded to the Billing Administrators by the existing Billing Administrators only.

To set the main Billing Administrator for your account, any existing Billing Administrator will follow the steps

  1. Log into your Ziflow account.
  2. Go to Settings and then to the Billing page. If you want to make changes for a Satellite account make sure that the right account is selected from the drop-down menu on the top of the page.
  3. In the "Billing contact and address" section click on the "Billing contact" field to activate the drop-down and select the main Billing contact person.
  4. Save the changes by clicking anywhere outside the edited field.

You can set multiple Billing Administrators on your account, so they could have full access to all areas of the system, including the Billing page, but only one user can be set as the main Billing contact who receives all the billing related notifications.

There is no main administrative contact to configure on the Ziflow account and you can have multiple Administrators. All the important system updates and alerts are sent to all the Administrators and Billing Administrators on the account.

3. Can I have invoices emailed to someone who is not a Ziflow user?

This feature is currently not available, but will be added in the future.

4. How do I change the credit card for my Ziflow account?

The Billing Administrator can update that the credit card on their account.

  1. Log into your Ziflow account.
  2. Go to Manage Account and then to the Billing page. 
  3. Click the "Update" button in the Payment details section.
  4. In the Payment details pop-up enter your new Credit Card details and save the changes.

The new card will be charged automatically upon your next transaction.

If you have any outstanding invoices because your original credit card was declined, update your card details or enter a new one as described above and get in touch with our Finance team so they can process the outstanding payment for you (these outstanding payments are not re-processed automatically upon the Credit Card details update).

5. How can I update contact information on my Ziflow account?

Your personal contact information is managed on your Profile page. To update your Ziflow profile:

  1. Log into your Ziflow account.
  2. Go to the Settings menu and then to the View profile page.
  3. Make the desired changes on your profile screen.

Please note that you will not be able to modify your profile permissions if your current permissions are not sufficient.

If you want to change your email address simply edit your current email address on the My profile page and follow the instructions. You'll find the detailed steps on our Help page.

If you're using multiple email addresses you can add them as aliases to your Ziflow profile. You can read more about this on our Help page.

Your company address information is managed on the Account Settings page. The Administrators can update these details at any time.

  1. Log into your Ziflow account.
  2. Go to the Account Settings menu and then to General settings page.
  3. Make the changes in the General settings section.

Please note that this address is not used for billing. To modify the Billing Address that appears on the invoices:

  1. Go to the Account Settings menu and then to the Billing page.
  2. Make the desired changes in the "Billing contact and address" section – activate the text fields by clicking on them, clicking anywhere outside the edited field will save the changes.

The new billing information will be included on all the new invoices. If you want to update your billing address on the existing invoices, make sure that all the address details on the Billing page are correct and then get in touch with our Finance team so they can send you the updated documents.

6. How can I change or reset my Ziflow password?

To change your password:

  1. Log into your Ziflow account.
  2. Click the "Change password" option available in the top Overview menu bar in your Dashboard
  3. Enter your current and new password in the Change password screen and save the changes.

The link to the Change password page is also available in your Personal Settings.

To reset your password:

  1. Go to your Ziflow login page and click the "Forgot password" link, or go to the Reset password page directly.
  2. Enter the email address associated with your account, then click "Get link".
  3. We will send you an email with a link that enables you to reset your password.

Please note: If you have the Single Sing-On enabled on your account the options to change or reset the Ziflow password will not be available.

7. Where can I access my invoices?

Billing Administrators can log in to their Ziflow account and review their current subscription details, change payment details, request upgrades and downgrades and download invoices. All historical invoices can be found on the Billing page in the Billing history section.

  1. Log into your Ziflow account.
  2. Go to Settings and then to the Billing page. Scroll down to the "Invoices" section and select the "Download PDF Invoice" option from the drop-down menu to the right of the selected invoice.

The invoices for the additional services like e.g. Success Start, Custom pages are not displayed on the Billing page. If you want to receive a copy of one of these invoices, please contact our Finance team.

Upgrading Licenses

1. How can I purchase or request a quote for additional users in my current Edition?

Billing Administrators can purchase or request an upgrade to get additional users.

To purchase additional users online:

  1. Log into your Ziflow account.
  2. Go to the Account Settings menu and then to the Billing page
  3. Click the "Change" button.
  4. In the "Current plan" section of the pop-up select "Upgrade".
  5. On the Upgrade page choose the total number of users that you need.
  6. Click the “Continue to payment" option to proceed.
  7. In the next screen review your billing information and choose your payment method.
  8. Click "Next" to move to the confirmation screen.
  9. Review your order and click the "Submit" button to apply the changes.

The new user licenses take immediate effect so that additional users can be added to your account right away and a new invoice will appear in the Billing history section of your Billing page. If you selected Credit Card as your payment method we will process the payment as soon as you confirm your order.

To purchase an upgrade manually, or request a quote, please contact your account manager. If you are not sure who your account manager is, please contact our Support team and they will route your query accordingly.

3. How do I upgrade from one Edition to another?

Ziflow maintains an up to date list of our editions, and the feature sets for those editions, which can be found here: https://www.ziflow.com/pricing 

You can upgrade your account in the billing section or contact your Ziflow sales representative for more information or assistance about upgrading.

Please note: Upgrades take effect on your account right away as soon as you upgrade Ziflow will issue a new invoice and all the features from your selected higher edition are enabled.

4. When does my upgrade begin?

If you upgrade within the same edition and you purchase online, your upgrade will begin immediately.

If you request a manual upgrade (within the same edition or to a higher edition), your order will be processed within 24 hours and you will be notified by email that your account has been upgraded.

Downgrading Licenses

1. What downgrade paths are available?

You can downgrade the number of users in your current edition, or downgrade from one Edition to another at any time. Downgrades take place at the start of the next billing period.

Please note: You will not be able to request a downgrade if there are any outstanding invoices on your Ziflow account.

2. How can I downgrade the number of users in my current Edition?

Billing Administrators can purchase or request a reduction in the number of users.

To downgrade users online:

  1. Log into your Ziflow account.
  2. Go to the Account Settings menu and then to the Billing page
  3. In the Billing history section make sure that all your existing invoices are paid.
  4. Click the "Change" button.
  5. In the "Current edition" selection click Upgrade.
  6. In the Users section of the Details page select the new, lower user limit.
  7. Click the “Choose edition" option to proceed.
  8. In the next screen review your billing information and choose your payment method.
  9. Click “Next” to move to the confirmation screen.
  10. Review your order and click the “Submit” button to apply the changes.

To request a downgrade manually, please contact your account manager. If you are not sure who your account manager is, please contact the Support team so they can route your request.

If you want to cancel or modify your downgrade request please contact our Support team before the current subscription end date. You can find the details of your current subscription on the Billing page.

Please note: Downgrade takes place at the start of the next billing period. This is when a new invoice is issued and sent to the main Billing Administrator, and if the Credit Card is selected as a payment method the registered card will be charged automatically upon the subscription renewal.

If your current users count exceeds the new user limit, the most recently added users will be deactivated automatically upon the plan change. Therefore, if you want to select which users should remain active, deactivate the users of your choice prior to the downgrade date.

Customizations and Professional Services

1. What customizations can be made to Ziflow?

As a SaaS product, Ziflow is delivered as a standard service and cannot be customized at code level. However, Ziflow's software is very flexible and configurable via the administration module, and of course Flows are by their very nature customisable.

2. Can I request a feature?

Of course! Feature requests play an important role in our strategy of open innovation, and enable us to develop a product that provides as much value to our customers as possible. We carefully review all feature requests proposed to us by looking at how often they've been requested and how useful we think they'll be for all our users. The easiest way to submit a feature request is to submit a feature request using our online form here. Simply provide us with your email address, a brief name for the request along with a description of the requirement, background to the problem and the associated workflow if possible. You're also able to upload screenshots with the request if you think it'll make things clearer.

3. Does Ziflow have a professional services team who can assist with on-site training and implementation?

Ziflow has a dedicated professional services team that can help with training and implementation whether on-site or virtually through web-meetings. If you are interested in an on-site implementation, please contact your Ziflow account executive who will help tailor a program specific to your needs.

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