Billing Transition FAQ

The following billing information and capabilities will be temporarily unavailable:

The Payment methods tab will remain available.

TigerGraph is replacing the underlying platform used to generate invoices and manage credits.

This is a temporary limitation of the billing experience and does not indicate an issue with your organization or account.

Yes. You can continue accessing and using your workspaces as usual.

The billing platform transition does not affect your workspace data, graphs, queries, or any other Savanna functionality.

Yes. TigerGraph will continue to record your Savanna usage throughout the transition.

Your usage and estimated cost information may not be visible in Savanna temporarily, but your recorded usage will be used to generate accurate invoices and apply applicable credits. No manual reconstruction or adjustment of your usage will be required.

No. There are no changes to how your resource consumption is metered or to your existing pricing as part of this transition.

No. New invoices will not be generated while the billing platform is being replaced.

Invoice generation will resume once the new billing system is enabled. Your usage recorded during the transition will be included in your subsequent billing.

No. Your existing invoice due dates and payment deadlines will not change because of the billing platform transition.

Because invoice payments will not be available through Savanna, TigerGraph will contact affected customers directly with payment instructions when required.

Yes. Your historical invoices and related billing information will be retained and made available through the new billing platform.

Credits associated with your organization will remain available and will continue to be accounted for during the billing platform transition.

While the transition is in progress, your credit balances, grants, transaction history, usage, and validity details will be temporarily unavailable in Savanna.

Once the new billing platform is enabled, your credit information will again be available in Savanna and applicable credits will be reflected in your billing.

No. Your credits will not expire while the affected billing features are unavailable.

TigerGraph will preserve your applicable credits during the transition.

Savanna will continue to meter resource consumption throughout the transition using the existing metering process.

When the new billing system is enabled, your recorded usage will be used to generate invoices and apply applicable credits using your existing pricing. This provides a continuous system record of resource consumption and eliminates the need for manual usage calculations or adjustments.

No. No transition-related action is required.

You can continue using Savanna and managing your payment methods as usual. TigerGraph will contact your organization directly if payment instructions, additional information, or any other action is required.

No. The temporary unavailability of billing features will not, by itself, affect access to your workspaces.

You can continue using your workspaces as usual. TigerGraph will contact you directly if there is a separate account-specific issue requiring your attention.

Invoice generation, payment processing, credit management, and the affected billing information will become available after TigerGraph completes the billing platform transition.

TigerGraph will communicate relevant updates when these features become available.

In Savanna, select Contact Support to contact the TigerGraph Support team.

You can also email savanna-support@tigergraph.com.