Devices, Users, Microsoft 365 Identities, and More (As Reporting Expands) #
We want billing to feel simple, predictable, and transparent. This page explains how coverage is tracked, how it connects to your invoice, and what timelines to expect when coverage items are added or retired.
Important note: Our process and timelines may evolve as we continue improving the client experience. If anything changes, we will update this page.
Why We Send a Coverage Report #
The Coverage Report supports two important goals:
- Billing clarity: It helps confirm that the items we are supporting and protecting match your invoice line items.
- Coverage completeness: It helps ensure we are not missing any devices, users, identities, or other core coverage items required for security, support, monitoring, backups, and management. In other words, the report is not only about identifying items that should be removed. It is also a proactive checkpoint to confirm that your environment has the coverage it needs to remain secure, supported, and operating smoothly.
Core Coverage Categories #
Coverage reporting focuses on the core items that drive support, security, and operational visibility. These categories also correlate to invoice line items where applicable.
- Devices: Servers and workstations
- Users: Your staff
- Identities: Your staff’s Microsoft 365 cloud identities
- Microsoft licenses consumed by staff: Coming soon
- More categories may be added: As we continue to automate billing, reporting, and metrics
Have a request? If there is a coverage category you would like to see added to reporting, feel free to submit a request and we will see what we can do.
Key Terms #
- Coverage Report: A summary of what is currently covered, designed to match invoice line items.
- Asset Summary: A detailed list of devices with “added” and “retired” status and related dates.
- Retirement: The process of removing coverage and related licenses from an item that is no longer active.
- Auto-retirement: A policy that retires devices after a defined period of inactivity in our monitoring system.
- Covered device: A computer or server actively monitored, supported, and protected under your agreement.
- Covered identity: A user account (such as a Microsoft 365 user) that is covered under your agreement.
How Coverage Connects to Your Invoice #
Your invoice reflects what is covered during the billing period. During equipment upgrades or replacements, it is normal to see short overlaps where the old and new device may both appear temporarily while the transition is completed.
Monthly Coverage Reporting #
To make coverage easier to verify, we provide a coverage report (and may automate delivery as we continue improving the process). The goal is to give you time to confirm coverage before the next billing cycle runs.
Monthly Review Window #
- By the 20th: Coverage report is provided for review (timing may vary as we refine automation).
- 20th to 24th: Best window to request corrections, retirements, or updates for the upcoming billing cycle.
- 25th: Retirement cutoff for changes to appear in the subsequent billing cycle.
Billing Cutoff and Timing Expectations #
To ensure accuracy, we follow a structured process for retirements. This allows time for documentation and for removing licenses and security tooling tied to a coverage item.
The 25th is the monthly cutoff #
- Items retired before the 25th are typically reflected in the next billing cycle (usually 3 to 6 days later, depending on the month).
- Items retired on or after the 25th are typically removed in the subsequent billing cycle (often about 34 to 37 days later).
Our 45-Day Device Auto-Retirement Policy #
To reduce manual clean-up and improve accuracy, we use a device auto-retirement policy set to 45 days. A device may be processed for retirement when it shows no signs of being active in our remote monitoring and management system.
What “Inactive for 45 Days” Means #
- No agent check-in
- Device is unresponsive
- No network presence
- No activity in our RMM
If the device returns: If a device comes back online after being inactive, it is automatically re-added into our security, support, and monitoring systems.
Automatic Monthly Updates #
Core coverage categories (devices, users, and identities) are automatically updated on a monthly basis to help keep reporting aligned with the active environment.
User Changes and the Hire/Retire Form #
For staff changes, please use the Hire/Retire form. This ensures updates are completed securely and on time for new hires, role changes, and departing staff.
What We Need From You for the Fastest Accuracy #
- Review the coverage report when you receive it.
- Confirm both sides: what should be removed and what may be missing (new devices, new users, replacements, or other environment changes).
- Submit retirements before the 25th to help ensure changes hit the next billing cycle.
- Use the Hire/Retire form for user onboarding and offboarding.
Common Scenarios #
Device Replacement #
When a device is replaced, both devices may appear temporarily. This is expected while we confirm the transition
and complete retirement steps in a clean and documented way.
Coverage Gaps #
Sometimes the most important discovery is not an extra item. It is a missing one.
If you see a device, user, identity, or location that should be covered but is not listed, tell us right away.
We will validate and restore the appropriate security, monitoring, backup, and management coverage as needed.
Seasonal or Backup Devices #
If you have seasonal devices or emergency spares, tell us. We can document the intent so expectations are clear
and the right actions are taken when devices appear inactive.
FAQ #
What should I look for when I review the Coverage Report?
Look for two things: (1) items that should be removed and (2) items that may be missing, such as new devices, new users, replacements, or identity changes.
What is the difference between the Coverage Report and the Asset Summary?
The Coverage Report is simplified and designed to match invoice line items. The Asset Summary is more detailed and includes “added” and “retired” status and dates, which is helpful for audits.
What does “auto-retired after 45 days” mean?
It means the device had no agent check-in, was unresponsive, had no network presence, and showed no activity in our RMM for 45 days. At that point, it may be processed for retirement to keep coverage accurate.
What happens if an auto-retired device comes back online?
If the device returns online, it is automatically re-added to our security, support, and monitoring systems. This helps ensure active devices are not missed.
How do I make sure a retirement affects the next billing cycle?
Submit retirement requests by the 25th. Changes submitted by then typically reflect in the next billing cycle (usually 3 to 6 days later, depending on the month).
How are users and Microsoft 365 identities handled?
Devices, users, and identities are automatically updated on a monthly basis. For hiring and offboarding, use the Hire/Retire form so updates can be completed securely and on time.
Can you add other coverage categories to reporting?
Yes. As we continue to automate billing and metrics, additional categories may be added. If you have a request, submit it and we will see what we can do.
Can timelines or processes change?
Yes. As we improve the client experience, reporting and billing workflows may evolve. If timelines change, we will update this page.
Need Help? #
If you want, we can review your coverage report together on a short call to confirm accuracy and answer questions.
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