#FAQs

You can find frequently asked questions and answers in the following categories: partner management, customer management, resources and feedback, licensing, and pooled subscriptions.

#Partner Management

#How can I add another administration account within my organization to Elements?

Navigate to Settings > Account management > Users > Administrators, click Add existing user to add existing users to the built-in Administrators group.

#Customer Management

#How can I invite new customers/tenants and assign subscriptions for them?

On the Customers page, click Onboard new customer and follow the instructions to provide customer information and assign subscriptions to the customer.

#How can I learn about the job statuses of customers?

Go to the Reports > Report center page and click Customer operations report. The Customer operations report page shows a summary of all customers sorted by online services. You can click a service card to view the details of the summary and filter the report by time range and job status.

#How can I learn about the storage usage status of a customer?

Go to the Reports > Report center page and click Storage consumption report. The Storage consumption report page shows a summary of storage used by all customers. Under the summary, each customer has a card. You can click View details on a card to view this customer's storage usage.

#How can I change a customer’s registered account (Tenant Owner)?

Ensure that the new Tenant Owner has the Service Administrator role in the customer's AvePoint Online Services environment. Log in to the customer's environment with the Administrator role, go to User management, select the new Tenant Owner, and then click Set as tenant owner. The selected user will become the customer's new Tenant Owner.

#How do I change the managing partner for a customer in Elements?

If a customer needs to be managed by a different partner, you must first go to Customers, locate the customer and select Disconnect customer from Elements. After disconnection, the new partner can invite the customer through their Elements tenant for management.

#Resources and Feedback

#How can I find the user guides?

Go to https://learn.avepoint.com/ to access desired user guides.

#How can I submit feedback about Elements?

You can go to the Submit feedback page by accessing Help in the navigation pane and clicking Submit feedback on the Elements interface.

#Licensing

#How does Elements define licenses for Microsoft 365 tenants?

AvePoint Online Services counts Microsoft 365 users that have assigned licenses in Microsoft 365. Each assigned Microsoft 365 user needs a corresponding user seat from AvePoint. The Microsoft 365 subscriptions that AvePoint counts are included in Subscription and Licensing Information.

#Pooled Subscriptions

#What is a Pooled Subscription?

A pooled subscription allows you to purchase a certain number of licenses (user seats, objects, or capacity) for a specific service and assign them to customers from that pool as needed.

Pooled subscriptions can be purchased directly from AvePoint or through a distribution marketplace.

• From AvePoint: Available as prepaid annual or pay-as-you-go (PAYG).

• From Marketplaces: Only prepaid models are available, with monthly, annual pay monthly, or annual upfront terms. PAYG is not supported via marketplaces.

#What pooled subscriptions can I obtain from AvePoint?

• Cloud Backup for Microsoft 365

• Cloud Backup for Exchange Online and OneDrive

• Cloud Backup for Power Platform

• Cloud Backup for Dynamics 365

• Cloud Backup for Google Workspace

• Cloud Backup for Google Classroom - Objects

• Cloud Backup for Google Classroom - Users

• Cloud Backup for IaaS + PaaS - User Seats (Microsoft Entra ID, Azure AD B2C, and Admin Portal)

• Cloud Backup for IaaS + PaaS - Capacity (SaaS Infrastructure) (Amazon EC2, Azure DevOps, Azure SQL Backup, Azure Storage, Azure Virtual Machine, Native Azure SQL Backup Monitoring, VMware, Google Cloud Storage, SQL Server, and Google Virtual Machine Instance)

• Cloud Backup for IaaS + PaaS - Capacity (CAP Gateway) (Amazon EC2, Azure DevOps, Azure SQL Backup, Azure Storage, Azure Virtual Machine, Native Azure SQL Backup Monitoring, VMware, Google Cloud Storage, SQL Server, and Google Virtual Machine Instance)

• Cloud Backup for IaaS + PaaS - Units (CAP Gateway) (Amazon EC2, Azure DevOps, Azure SQL Backup, Azure Storage, Azure Virtual Machine, Native Azure SQL Backup Monitoring, VMware, Google Cloud Storage, SQL Server, and Google Virtual Machine Instance)

• Cloud Backup for Salesforce - Archive

• Cloud Backup for Salesforce - Backup

• Cloud Management

• Cloud Governance

• Cloud Archiving

• Policies for Microsoft 365

• Insights for Microsoft 365

• Insights for Google

• Cense

• EnPower

• Fly > Global Objects

• Fly > Aviator

• Opus > Discovery and Analysis

• Opus > Storage Optimization

• tyGraph > Enterprise

• tyGraph > Copilot

• Baseline Management

• Workspace Management

• Workspace Management - Storage Optimization

• User and Device Management

• Azure security management - Capacity (SaaS Infrastructure)

• Azure security management - Capacity (CAP Gateway)

• Azure security management - Units (CAP Gateway)

Note about Fly subscriptions:

• Only prepaid payment mode is supported.

• Once assigned, consumed Fly licenses are not returned to the pool upon customer subscription expiration.

#What pooled subscriptions can I obtain from Marketplaces?

• Cloud Backup for Microsoft 365

• Cloud Backup for IaaS + PaaS (Microsoft Entra ID, Azure AD B2C, and Admin Portal only)

• Cloud Backup for Google Workspace

• Policies for Microsoft 365

• Insights

• Cense

• EnPower

• Fly > Global Objects

• Fly > Aviator

• Baseline Management

• Workspace Management

• Workspace Management – Storage Optimization

• User and Device Management

Note about Fly subscriptions:

• Once assigned, consumed Fly licenses are not returned to the pool upon customer subscription expiration.

• Multiple marketplace pool subscriptions of Fly will not be merged.

#How can I assign pooled subscriptions to a customer?

1. Purchase pooled subscriptions via AvePoint Sales or directly in a marketplace.

2. View the source of your subscriptions in the Subscription Usage Report.

3. When adding services to a customer, select the appropriate source.

Note the following:

• Only one source pooled subscription can be assigned per service per customer.

• Licenses can only be distributed within the original subscription period.

• Subscription pool management defaults to Automatically Adjusted mode.

  • Manual Input: You manually enter purchased seats/capacity.

  • Automatically Adjusted (not supported for Fly): Seats/capacity adjust based on Microsoft 365 license usage.

#What are the payment models and purchase options?

There are two primary payment models, each with distinct purchase options:

• Prepaid Model – In this model, a fixed pool size is agreed upon at the time of contract signing. This pool size cannot be reduced during the contract term (unless it's a monthly Cloud Marketplace pool). Payment is made upfront for the entire contract duration.

  • Channels: Direct, Distribution (Cloud Marketplace & Off-Marketplace)

  • Payment Options:

    • Cloud Marketplace: Monthly, APM (Annual Prepaid Monthly – annual commitment, paid monthly), APU (Annual Prepaid Upfront – annual commitment, paid upfront)

    • Off Marketplace: Annual Upfront only

    • Direct: Annual Upfront only

• Pay-as-You-Go (PAYG) Model - In the PAYG model, a pool is provisioned to the partner’s Elements tenant. Partners are billed monthly based on the number of subscriptions assigned or consumed. Each customer subscription requires a minimum 31-day commitment.

  • Channel: Direct only

  • Payment Option: Monthly

#When does the Direct Prepaid term start?

• Direct prepaid terms are a minimum of one calendar year, from the effective date of the contract.

• The end date for each customer is the same as the last day of the direct prepaid contract term, but the start date can vary depending on when the customer was assigned their subscription.

• License duration varies by assignment date. If the prepaid contract term is Jan 1 until Dec 31, the customer can be onboarded into the pool at any point during that term.

  Examples:

  • Customer A: Assigned Jan 2 – Expires Dec 31

  • Customer B: Assigned Sept 30 – Expires Dec 31

#What are the rules for mixing and matching licenses?

The most recent license type prevails. Key rules include:

• CMP licenses override Direct or Distributor pooled licenses.

• Enterprise licenses override pooled licenses.

• Pooled licenses may return to the MSP’s pool depending on the scenario.

• Only one payment model (Prepaid or PAYG) can be assigned per customer.

#What are the policies for managing pooled licenses?

• Assigning: Default expiration is 31 days; must not exceed pooled license expiration

• Editing: Upon first assignment the default expiration is 31 days

• Reducing Seats: Not allowed within 31 days of assignment

• Disconnect Customers: Not allowed within the initial 31 days of license assignment

#How do expiration dates work?

Expiration must be at least 31 days from the initial assignment unless the pooled license expires sooner.

#What if a pooled license is expiring soon?

You can still assign it, but the customer’s license expiration must not exceed the pooled license expiration.

#What are Distributor, Prepaid, and PAYG licenses?

• All follow the same 31 day rules.

• If a Distributor order is canceled, expiration adjusts automatically.

• Partners can change pooled licenses after 31 days; seats return to the original pool.

#What is a Large Account Reseller (LAR) pooled license?

A Tier 2 licensing model where a LAR is the one to receive the pool in their Elements tenant. Then they can assign subscriptions to their MSPs, who then assign them to their respective customers. Contact AvePoint to enable Tier 2 functionality in Elements. The Tier 2 LAR is responsible for payment of the whole pool.

#How do I access monthly consumption reports for PAYG pooled licenses?

1. Log in to Elements.

2. Go to Report center > Subscriptionusage > Customercurrent usage.

3. Select the 1st of the month to view usage for that billing cycle.

4. Use the Today option for current consumption data.

Note the following:

• Reports reflect monthly invoiced usage.

• Contact your partner manager if you see discrepancies or need access.

• Ensure the correct partner/customer account is selected.