Billing Transition FAQ

TigerGraph is transitioning to a new billing and invoicing platform. During this transition, some billing information and billing actions in Savanna will be temporarily unavailable.

  • Graph operations continue as normal.

  • Savanna continues to meter and record your resource consumption without interruption.

  • Your existing pricing and usage-metering rules remain unchanged.

  • Once the new billing platform is enabled, invoices will accurately reflect the usage recorded during the transition, and applicable credits will be applied.

  • No transition-related action is required.

General

What billing features will be unavailable?

The following billing information and capabilities will be temporarily unavailable:

  • Current usage and estimated cost information

  • Billing period and product-level cost details

  • Invoice generation, downloads, payment status, and access to historical invoices

  • Invoice payments and automatic payment processing

  • Credit balances, grants, expiration details, and transaction history

The Payment methods tab will remain available.

Why are these features temporarily unavailable?

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.

Can I continue using Savanna?

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.

Is my usage still being recorded?

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.

Are my pricing or usage metering changing?

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

Invoices and Payments

Will I receive invoices during the 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.

What happens to payments during the transition?

No payments will be processed while the invoicing platform is unavailable. This includes credit card payments and charges through AWS Marketplace.

Once the new invoicing platform is available, an invoice will be generated for all usage recorded since your last payment. Payment will then be processed through your existing billing method.

Because the transition may extend beyond a typical monthly billing cycle, the resulting invoice or payment may be higher than usual.

Will my invoice due dates or payment deadlines change?

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.

Will I be able to access my historical invoices?

Historical invoices generated before August 19, 2026 will not be available in Savanna during or after the billing platform transition.

We recommend downloading any invoices you may need before the transition begins. If you need a historical invoice after August 19, 2026, TigerGraph Support can provide it upon request.

Credits

What happens to free credits during the transition?

Free credits will not be deducted while the invoicing platform is unavailable, but Savanna will continue to record all usage.

Once invoicing resumes:

  • Usage will be applied against credits that were valid and available when the usage occurred.

  • If usage exceeds the available credit balance, the excess usage will be invoiced.

  • If credits expire during the transition, usage recorded after the expiration date will be invoiced.

As a result, you may receive an invoice even if free credits continue to appear available during the transition.

Usage and Billing Accuracy

How will TigerGraph ensure my billing information is accurate?

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.

Customer Actions

Do I need to take any action?

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.

Will my workspaces be affected?

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.

Availability

When will I be able to access billing features again?

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.

Support

Who should I contact if I have questions?

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

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