Glossary

The glossary contains terms and concepts used in Cleeng. It's a good place to start as well as to refer to throughout your journey with Cleeng.

A

Access expires at

Cleeng provides full access control to your digital content. A customer can either have unlimited access or their access rights can expire on a particular date.

The 'Access expires at' is a parameter that indicates when the user is allowed to access your digital content (or offer). You are able to extend this in the dashboard.

Active Subscribers

The number of unique subscribers who have an active content entitlement (either paid or free) within a specified period. See more: Active Subscribers.

API

API stands for Application Programming Interface. 

It is a software interface that acts as an intermediary between two applications and allows them to communicate with each other.

For example, the Cleeng API works as an intermediary between the Cleeng platform and a client application.

API Key

Also referred to as: Publisher Token, Broadcaster Token*  ( * deprecated )

An Application Programming Interface key.

It is a unique identifier, used to authenticate the merchant (seller) by the Cleeng API. This token is used to create and update offers, as well as give access to other e-commerce functions (like reporting).

You should never expose it to the public. It will allow price updates and other sensitive data access.

Applicable Tax Rate

This describes the tax rate applied to a transaction. By default, TAX is not applicable for Broadcasters that are based outside the EU due to the nature of digital goods and the legal setup of Cleeng.

EU VAT and VAT MOSS:

In the EU, Cleeng adds VAT appropriate to the country in which the buyer is located at the time of sale and there’s no further action or configuration required from Cleeng Broadcasters.

Cleeng collects VAT based on the consumer location and registered profile. The payout to Broadcasters is made excl. VAT.

Monthly, Cleeng reports - using the VAT Mini One Stop Shop (VAT MOSS) - the total VAT collected per country, and the administration dispatches money to particular countries. Please make sure all your Broadcaster information is up-to-date.

US Sales Tax:

In the US, Cleeng adds Sales Tax appropriate to the state rates in which the buyer is located at the time of sale and there’s no further action or configuration required from Cleeng Broadcasters. Cleeng being based outside the US is liable to apply Sales Tax to sales only in selected states where Cleeng’s economic footprint exceeds the thresholds set by the Sales Tax current regulations.

ARPS (Average Revenue per Subscriber)

The average recurring revenue generated per active paid subscriber. See more: ARPS (Average Revenue per Subscriber).

ARPU (Simple)

ARPU stands for Average Revenue Per User. It represents the average revenue generated per unique customer who made a purchase. See more: ARPU (Simple).

Average Revenue per Trial

Represents the average revenue generated from each new free trial started on your platform – based on the overall revenue generated by any cohort of new free trials. See more: Average Revenue per Trial. 

Average Time to Convert

The average time taken for a user account to convert to an offer. See more: Average Time to Convert. 

Average Transaction Value

Represents the average revenue value of each transaction within a specified period. See more: Average Transaction Value. 

AVOD

Advertising Video on Demand is a VOD business model that is free for the users, in the sense that you will pay with your eyeballs (advertisement) instead of your credit card.

B

Blacklisted (Offer)

It means that an offer cannot be purchased anymore. If a customer attempts to make a purchase, they will see an error message.

Customers who have access rights will be able to access the content if the content is still available on the site.

Blacklisted User

Blacklisting a user will prevent this user from making new purchases and it will make his/her entitlements inactive. 

A blacklisted user does not have access to their Cleeng account either.

Broadcaster

A broadcaster is an example of a publisher. It is an entity that has an account with Cleeng and uses Cleeng’s services to manage their subscribers.
 

See Publisher.

Broadcaster ID

Publisher ID can sometimes be referred to as broadcaster ID.
 

See Publisher ID.

Broadcaster Token (deprecated)

Also referred to as: API Key, Publisher Token

See API Key.

C

Campaign Conversion Rate

The percentage of subscriptions that renewed at full price after previously redeeming a discount coupon. See more: Campaign Conversion Rate. 
 

Campaign Name

It's the name of a campaign you decide to use in order to identify the coupon or set of coupons in your reports.

Cancelation

It's a type of accounting operation that reverses an original transaction. It can be triggered by a bank/payment provider (chargeback) or by an approved refund. Cancellations result in credits or money given back to the customer.

Cancelation Fee

A fee charged to the original Broadcaster in case there has been a cancelation. (Refund fee -  €1 or equivalent, and chargeback fee – €8 or equivalent).

Cancelation Rate

The proportion of active subscribers who initiated cancelations within a given month. See more: Cancelation Rate.

Cancelations Recovered

The count of subscribers who initially initiated a cancelation but were later retained before their scheduled churn date. See more: Cancelations Recovered.

Cancelations (Subscribers)

The total number of times a subscriber initiated a cancelation. See more: Cancelations (Subscribers).

Canceled Customers by Offer

Groups customers who have an active subscription scheduled to end (canceled, but not yet churned) by OfferID.

Key details:

• Includes subscriptions in a canceled state with a future end date.
• Identifies churn-pending customers rather than fully churned customers.
• Used to assess upcoming churn risk by Offer.
• You can find it in the Subscriber Journey Segments dashboard. 

Capture (Cleeng Capture) (legacy term)

Capture is a legacy term for Cleeng Custom Fields feature. 

See Cleeng Custom Fields.

CDN

Content Delivery Network stands for a globally distributed network of servers designed to serve content to end-users with high availability and high performance. 

Chatbot (Hi5)

The Hi5 AI-chatbot, powered by Zendesk, is a widget embedded in client help centers, designed to provide instant support by populating articles or generating answers based on the help center's knowledge base. It efficiently handles common inquiries and escalates more complex issues to human agents when necessary, ensuring seamless customer support.

Chatbot interactions/Chatbot managed conversations

The number of unique users who have sent a message to the bot or responded to a prompt.

Chargeback

A chargeback occurs when a viewer contacts their banking provider to initiate a refund for a transaction made via their account. Chargebacks arise for a variety of reasons: a customer is dissatisfied with their purchase, charges were made illegally via their credit card or account, or they have simply changed their mind. Chargebacks are important as they protect customers and help to protect against card or account charges that occur without the consent of a card or account owner. Hi5 teams supports chargebacks via the ticketing system, but to run the chargeback, Core and Merchant are required.

Churn

To churn means to stop using the service - discontinue a subscription.

ChurnIQ 

ChurnIQ™ is an actionable subscriber data platform.

It is built to centralise the key events in the subscriber lifecycle in one place, called the Retention Journey. See ChurnIQ: Our default subscriber retention platform.

Churn Rate

For information on Churn Rate see Subscriber Churn Rate and Subscription Churn Rate.

Churned Subscriber Lifetime

The average duration a subscriber is active before churning. See more: Churned Subscriber Lifetime.

Churned Subscribers

Represents the count of subscribers who terminated all active subscriptions and no longer have content entitlement during a specified period. See more: Churned Subscribers.

Churns in Lifetime

Grouping of customers based on the total number of times they have churned in the past.

Key details:

• Counts historical churn events across the customer’s lifetime.
• Excludes active customers who have never churned.
• You can find it in the Subscriber Journey Segments dashboard. 

Cleeng Live

Cleeng Live is a solution for securely monetizing Live Pay-Per-View events online that allows broadcasters to set up and begin selling in just a few minutes. 

When using Cleeng Live, you get everything you need to manage your live event, before, during, and after the event. We take care of the landing page, efficient payment solutions in many countries and currencies, customer care, and reporting.

 

Company Website Name

The name of a publisher's website. 
 

Contact Form (Hi5)

For Hi5 clients - a contact form embedded within a chatbot widget serves as a data collection point designed to gather specific insights about a user's issue before escalating the conversation to a human agent. This form helps streamline the support process and provides the agent with context to offer faster and more relevant assistance.

 

Contact Rate (Hi5)

For Hi5 clients - the number of inquiries received per month divided by the average number of Managed Users committed during that month. This metric is available in the Ticketing tab of the Hi5 Dashboard.
 

Content

This is what a broadcaster offers - an accessible piece of content available for the customers who made a purchase to view. It can be in any format - video, pdf, or HTML.

Content External ID

This is a unique reference code for the piece of content in a broadcaster's own CMS. It can be used to match offer IDs with IDs used in the CMS.

Content Type

The content type defines if your offer gives access to a protected article, a video, an image, or a download.

Core (Cleeng Core)

Core is a Subscriber Management System by Cleeng that provides modules for managing your subscribers through our APIs and platform. Learn more about Core.

Coupon Campaign

A campaign that offers discounted coupon codes with the aim to attract more customers, increase sales and improve customer retention. See more: Creating a Coupon Campaign.

Coupon Code (Discount Coupon Code)

A code used for promotions or support purposes that can be generated and distributed by a broadcaster. A customer can enter this to receive free access or a discount. See more here.

Coupons Redeemed

The total number of times a coupon has been applied to a transaction. See more: Coupons Redeemed.

Coupon to Full-Price Conversions

The count of subscriptions that renewed at full price following the expiration of a campaign discount. See more: Coupon to Full-Price Conversions.

CRM

Customer Relationship Management is a strategy and technology combination that helps businesses manage all aspects of their interactions with customers and, in some cases, suppliers. 

 

CSAT

Customer Satisfaction Score is a metric used to quantify the degree of satisfaction a customer has with a specific product, service, or experience. It's typically measured through a survey question or series of questions that ask customers to rate their satisfaction on a scale, often ranging from very unsatisfied to very satisfied. The CSAT score is then calculated by taking the percentage of customers who respond with the highest levels of satisfaction, providing insights into customer happiness and service quality. In Hi5, we measure CSAT as a result of ticket support.

Currency

The default currency refers to the broadcaster payout currency. In this currency, you sell and also receive the payouts. End users’ currencies are converted to your default currency and your payout invoice is in your default currency. The default currency can be changed only before the first transaction is made.

The currency in which your viewers pay is defined by Cleeng's auto-detect feature. Cleeng converts the price to customers' preferred currency to ensure the best user experience. 

Read more about supported currencies for both charging your viewers and broadcaster payouts.

Custom Fields (Cleeng Custom Fields)

Custom Fields (legacy term: Capture) is a feature that helps to understand customers through building customer profiles. 

It is enabled via dashboard. A publisher can choose what information they want to gather by selecting predefined fields (like date of birth, address, etc.) and adding custom questions. See Cleeng Custom Fields.

Customer

A customer is an authenticated user created on the Cleeng platform. It is an end-user of a service provided by a broadcaster, e.g. a viewer of the content that he or she has subscribed to.

Sometimes also referred to as: Viewer.

Customer Country

This is the country setting of a customer. The initial country setting is automatically selected based on their IP detection. 

Note: This parameter affects the payment methods available to the customers.

Customer ID

Customer identification in Cleeng. A unique reference ID for each customer that has a Cleeng account.

Customer Lifetime Revenue (CLTR)

Sum of revenue a customer has generated across their entire lifetime, including all purchases such as subscriptions, passes, and pay-per-view (PPV).

Key details:

• Includes all historical purchases, not limited to active subscriptions.
• You can find it in the Subscriber Journey Segments dashboard.

Customer Lifetime Value

Represents the average revenue generated per customer over their entire relationship with your business, measured at the moment of churn. See more: Customer Lifetime Value.

Customer Token

It is used for customer authentication by most of the Cleeng API. It can be used, e.g., to verify access (getAccessStatus method).

D

Dashboard

A central place for a broadcaster designed for managing customers, offers, and tracking analytics.

Days to Next Renewal

Groups customers based on the number of days remaining until the next renewal of their current subscription.

Key details:

• Applies to active subscriptions only.
• Calculated from the current date to the next renewal date.
• Used to identify customers approaching renewal who may require targeted retention actions.
• You can find it in the Subscriber Journey Segments dashboard. 
   

Days Since Activation

Grouping of customers based on the number of days since they first activated their account.

Key details:

• Measured from the initial account activation date.
• You can find it in the Subscriber Journey Segments dashboard.

Days Since Churn

Groups churned customers based on the number of days since their subscription churned.

Key details:

• Includes inactive customers only.
• Used to analyze recent versus historical churn and support winback strategies.
• You can find it in the Subscriber Journey Segments dashboard. 

Discount Rate

The percentage of a discount applied to your offer price.

Distribution Channel

Distribution channel analytics allow you to identify the stores or methods that your customers are using to sign up to your service and to process transactions. 

This metric is also useful for understanding the devices used by your subscribers, for example, Android, iOS, or Roku. See more: Distribution Channel.

Dunning Actions

Dunning is the process of retrying payment attempts and sending payment reminders to customers when a payment gets rejected. 

Dunning actions must be set up for all your payment method Ids and all subscription cycle durations.

See more: Dunning Action Settings.

E-F

Earnings

Earnings describe the actual money you make in a given period or on a given transaction. It automatically deducts a payment method fee, as well as VAT for European customers. See more: Your Payout (Earnings).

Engagement

The count of unique user accounts that accessed content, based on access entitlement checks sent to the Cleeng platform. See more: Engagement.

Engagement (Pre-churn)

The count of subscribers who churned, categorized into engagement buckets based on the number of entitlement checks completed in the 30 days before churn. See more: Engagement.

Entitlement

The access right granted to a subscriber that allows them to view specific content or use a specific service. When a subscriber purchases an offer, Cleeng registers an entitlement that determines what they can access and for how long.

Event Offer

Also referred to as: Live Event, Live offer, (Live) PPV (deprecated)

See Live Event.

G

Gift

A subscription offer: monthly, 3-month, 6-month, or annual (excluding seasonal and weekly subscriptions) that is purchased by a gifter for a recipient. See more: Gift Subscriptions. 

Gift Subscriptions

Gift Subscriptions allow one user (gifter) to purchase a subscription as a thoughtful present for another user (recipient). Subscriptions with the following billing periods can be purchased as gifts: monthly, 3-month, 6-month, and annual. See more: Gift Subscriptions. 

Gifter

A buyer of a gift: a current subscriber or non-subscriber. See more: Gift Subscriptions. 

Grace Period

Grace period allows customers to continue accessing their subscription for a set period of time after the subscription expiration date has been reached (even when a payment issue or a subscription cancellation has occurred). 

It gives additional time to process payments or restore a canceled subscription before it terminates.

If a customer enters the grace period due to a failed payment, Cleeng continues to attempt to collect payment based on your dunning settings. See more: Dunning Action Settings.

H

Hi5

Cleeng Hi5 is cloud-based, AI-enhanced customer care. It provides you with a unique and very easy to deploy out-of-the-box Customer Support Solution, helping you to build a service your customers love. 

We provide the processes, staffing, training, and tools to deliver exceptional customer service to your clients. 

Cleeng Hi5 is an Enterprise offering and is not accessible to Pay-As-You-Go clients, except when bundled with a packaged solution (e.g, Cleeng Live Pay-Per-View, or Brightcove OTT Flow).

See more here.

 

Hi5 Agent

End-user D2C support specialist based in Manila, Philippines. Directly assists your end-users with inquiries via the Zendesk ticketing platform, providing multilingual email support (in up to 29 languages) and leveraging expertise in the OTT landscape.

Hi5 Dashboard

End-user D2C support specialist based in Manila, Philippines. Directly assists your end-users with inquiries via the Zendesk ticketing platform, providing multilingual email support (in up to 29 languages) and leveraging expertise in the OTT landscape.

Hosted Widget

A pre-built UI component hosted by Cleeng that embeds a specific customer flow, such as authentication, checkout, or account management, directly into a publisher's web application. Widgets are configured and managed through the Cleeng Dashboard; no code redeployment is required after the initial setup. Each widget renders inside an iframe and automatically reflects any configuration changes made in the Dashboard.

I-J

IAP

IAP is the abbreviation for In-App Purchase.

With in-app purchases, your customers can buy your content within your app.

JWT

JWT (JSON Web Token) - open standard (RFC 7519) that defines a compact and self-contained way for securely transmitting information between parties as a JSON object. This information can be verified and trusted because it is digitally signed. 

In Cleeng, JWT payload contains: customerId, publisherId, expiration date. JWT is valid for 15 minutes and after that time a refresh token mechanism can be used.

K-L

Live Event

Also referred to as: Live Offer, Event Offer, Live PPV (deprecated), Live Pay-per-view (deprecated)

Live Event is an offer created in order to sell access to a live broadcasted event. Its parameters are the start and the end time of an event.

For information on creating this type of offers, see How to create a Live Event offer?
 

Locale (customer locale)

These are the language settings of a customer, according to the ISO standard (nl_NL, be_FR, be_NL).

For new viewers, this is automatically based on their browser language. Locale affects the language, number, and date formats shown. It doesn't affect available payment methods.

M

Managed User

A 'Managed User' is anyone with a valid entitlement to access an offer in a given month. That includes anyone who is a subscriber or who has purchased a digital product for their own account in that month, regardless of the offer type, payment gateway, subscription status, or discount. See more: Understanding Your Managed User Report.

Cleeng fees are based on the number of Managed Users.

MediaStore SDK

MediaStore SDK is a solution that consists of components: Identity Management, Checkout, My Account, and Viewer Support. It empowers you to build a seamless checkout process, help visitors become subscribers, and then allows you to manage their subscription to your service in an intuitive and trusted manner.

See more here.

Merchant

Merchant is a convenient web-store purchase management that provides your organization with a simple and secure solution for handling ePayments and optimizing your checkout process.

Cleeng's Merchant offers a multi-lingual checkout that is truly optimized for high conversion rates in many countries and currencies. It is deeply integrated with leading payment providers such as Adyen and Paypal for payment processing, as well as handling all legal compliance (GDPR), financial, taxation (Sales Tax, VAT, GST, …), and fraud constraints for you.

See more here.

Merchant of Record (MoR)

A merchant of record (MoR) is an entity that is authorized, and held liable, by a financial institution to process a consumer’s credit card and debit transactions on your behalf. 

Beyond accepting payments, an MoR also ensures your business is compliant with tax laws (local and global) and maintains relationships with financial institutions.

MoR

See Merchant of Record.

MRR (Monthly Recurring Revenue)

Represents the total predictable revenue that your business expects to receive from active subscriptions on a monthly basis. See more: MRR (Monthly Recurring Revenue).

MRR Movement 

Represents the net change in Monthly Recurring Revenue (MRR) over a specific period. See more: MRR Movement.

Multi-currency Offer

A legacy term for offer localization which is used now in the dashboard offer setup. Previously localizations were created as 'multicurrency offers' using the Cleeng API.

Multi-currency Offer ID

A unique reference code for protected content with letters indicating a multi-currency offer.

Example: R123123123, the localized versions have then R123123123_FR, R123123123_US.

Multilingual customer support (Hi5)

Multilingual support in Hi5 means providing customer support in languages other than English. Hi5 offers this support in up to 30 languages through a combination of linguistic technology and AI translation. This includes support through the Hi5 Help Center, chatbot, and email ticketing system. The goal is to provide the best-in-class customer experience and global accessibility.

N

Net Subscriber Movement

The net difference between gained subscribers (new subscribers and winbacks) and churned subscribers within a given period. See more: Net Subscriber Movement.

New Subscribers

The number of first-time subscribers who activated a subscription during a given period. See more: New Subscribers.

New User Conversion Rate

The percentage of newly activated accounts that converted to an offer, including both free and paid offers. See more: New User Conversion Rate.

New Users

The count of unique user accounts created through your service within a given period. See more: New Users.

New Users Revenue

The total revenue generated from accounts that converted to an offer for the first time within the selected period. See more: New Users Revenue.

O

Offer

Also referred to as: Plan* ( * deprecated )

An offer in Cleeng is a product that you create to sell your content (see What is a Cleeng offer? for details). 

It defines what you are selling by providing a set of selling conditions (e.g., price, recurring period, trial period) under which a customer can acquire an entitlement to access content. 

Available offer types include: live events, passes, subscriptions and one-time purchases.

You can configure your offers:

• in the Cleeng dashboard (via guided workflow suitable for both technical and non-technical users - see detailed instructions for subscriptions, one-time purchases, live events or passes), or
• via Cleeng Core API.

Offer Country

A two-letter country code of a country where the offer is available for purchasing or viewing. This value is optional and can be defined by the Broadcaster. By default, it displays XX that indicates a 'global' audience.

Offer Currency

The currency in which the offer is set by the Broadcaster. By default, it's displayed in the Broadcaster's currency.

Offer Description

A teaser text that helps you to sell the offer. Depending on your implementation, it can be shown to your customers to convince your audience to make a purchase. See also Offer Title.

Offer ID

Cleeng’s offer identifier.

The structure is as follows: the first letter defines the type of offer. It is followed by 9 numbers, underscore, and country code, e.g. S123456789_PL.

Offer Localization

It is used in the offer setup via the dashboard. Previously, localizations were created as 'multicurrency offers' using the Cleeng API.

Offer localizations allow you to adjust your offers for customers in different countries. They are a version of your offer that will be available to customers in the country you specify. Offer localizations can have a distinct title, description, currency, price, and free trial length.

Offer Period

Defines how long your customer will have access to your offer after they make a purchase. It is applicable to rental offers that give access for an exact period of time and subscription offers that indicate the recurring period of a purchase (monthly, annual, etc).

Offer Title

The name/title of an offer.

Offer Type

A parameter of an offer.

The Cleeng framework supports multiple offer types. They are all accessible via API and can be integrated within any CMS or platform.

• Live Event  (Event offer, Live offer, deprecated term: Live PPV)
• Pass 
• Subscription offer (deprecated term: subscription plan)
• One-Time Purchase (Single offer, Rental offer, deprecated term: TVOD)

One-Time Purchase

Legacy label: TVOD

One-time purchase gives customers access to a single piece of content without a recurring commitment. You can offer it as a lifetime purchase or as a time-limited rental - depending on your strategy.

One-time purchase is a common name for Rental Offer, Single Offer

For information on creating this type of offers, see Setting up a One-Time Purchase Offer.

One-Touch Rate

In Hi5, the percentage of tickets solved in the first interaction (Open to Solved, without Pending or On-hold), calculated by dividing the number of one-touch tickets by the total number of tickets.

This metric is available in the Ticketing tab of the Hi5 Dashboard.

Open Tickets 

In Hi5, the number of tickets that have been opened by an agent but not resolved yet.

This metric is available in the Ticketing tab of the Hi5 Dashboard.

OVP

OVP stands for Online Video Provider.

Cleeng is partnered with leading Online Video Players (OVP) to ensure you have a seamless experience when monetizing your video content. 

First, you need to set up an account with one of our trusted OVP partners. 

Then you are ready to begin monetizing with Cleeng.

Note: Cleeng does not offer video streaming or hosting services.

P

Pass (Offer)

This is a type of offer with a one-time payment that gives access to all protected content for a specified period of time. It can be a day pass or a season pass, and it can be renewable.

For information on creating this type of offers, see Creating a pass.

Passes Purchased

The number of non-recurring pass offers sold within a specified period. See more: Passes Purchased.

Payment Authorization

Authorization is the first step of a recurring billing process. The aim of authorization is to check if enough funds exist to cover the cost of the sale on the subscriber’s account. If they do, an authorization hold is made.

Payment Capture

Capture refers to the process by which a transaction moves out of the pending state and the merchant gets their money. Usually, it follows payment authorization.

Payment Connector

A standalone, remote (preferred backend) application that will receive requests from the front-end application and connect with the Payment Gateway API and with Cleeng Payment API to process the event.

Payment Method

The method used by a customer to make a purchase - credit cards, PayPal, Apple Pay, Google Pay, iDEAL, etc.

Payment Method ID

Constant identifier of the broadcaster payment method. Each broadcaster payment method (e.g. PayPal, Apple Pay, Google Pay, iDEAL has to have a paymentMethodId set. You need to contact the BSS Team to set them.

PCI DSS

The PCI DSS (Payment Card Industry Data Security Standard) is a set of rules that aim to ensure that companies safely handle cardholder data (i.e. credit card information).

Plan (deprecated)

See Offer.

PPV (Live PPV) (deprecated)

Legacy label for Live Event offer.

See Live Event.

Previous Service Deposit

A service deposit kept on account since the last payout.

Promotional Prices

Special price rules for the initial purchase of a seasonal subscription that define prices that a broadcaster wants to offer in certain periods (e.g. before the season begins or once the season is halfway through). Price rules are defined with their name, start date, end date, and amount.

• Promotional prices enable you to apply time-based pricing models. They can be lower or higher than the default price.
• Keep in mind that you have already defined the default price for that offer. The default price will be applied to all recurring payments (subscription renewals when the new season starts). 
• Frequently, you may want to reward loyal users by keeping the recurring price more attractive than other prices during the season. In that case, the default price is equal to the early-bird price, but once the season launches and the demand is higher, a higher price should be defined. 
• You can define as many promotional prices as you wish.
• Promotional prices will be applied to that offer only. So if you create another seasonal subscription, these settings will be blank, even if you link both offers to the same seasonal schedule. 
• Promotional prices are blocked once the transaction within this price range is made. 
• Promotional price cannot be deleted once it was used.

See more: Seasonal Subscriptions. 

PSP

PSP stands for Payment Service Provider

For example Adyen, PayPal, Moneris.

Publisher

A publisher is an entity that has an account with Cleeng and uses Cleeng’s services to manage their subscribers.

Publisher ID

A unique identifier of an entity that has a Cleeng account. You can find your Publisher ID in the Cleeng dashboard > Admin & Tools > API Keys. Sometimes referred to as Broadcaster ID

Publisher Token

Also referred to as: API Key.

See API Key

Q

R

Recipient

A person who receives a gift: a current subscriber or a person who doesn’t have a subscription yet. See more: Gift Subscriptions.

Recurring Billing

Recurring billing is when a merchant automatically charges a subscriber for specified goods or services on a prearranged schedule. 

Recurring billing requires the merchant to get the subscriber's payment details permission one time upfront for recurring charges, then continues with scheduled charges until the subscriber withdraws permission.

Recurring billing usually consists of two steps: payment authorization and payment capture.

Recurring Revenue

Recurring revenue is a financial metrics that, unlike one-off sales, represents expected recurring payments for goods and services over some period of time.

Note: for a given period of time, new generated revenue is not included, this will be considered recurring in the next period.

Recurring Token

An identifier that entitles Cleeng to process payments; it is required if recurring payments are to be processed properly. It is created by a payment gateway.

Refund

A type of cancellation where the customer gets their money back.

Reopened Tickets

In Hi5, tickets that were reopened after being marked as solved. This metric is available in the Ticketing tab of the Hi5 Dashboard.

Reopened Tickets Rate

In Hi5, the ratio of reopened tickets to all received tickets. This metric is available in the Ticketing tab of the Hi5 Dashboard.

Rental Offer

Also referred to as: One-Time Purchase

A type of offer that provides access with an expiration date, for example, 48 hours. Customers can purchase one rental offer multiple times.

A common name is One-Time Purchase.

Resubscription Rate

The proportion of new subscriptions started that are created by customers who had also subscribed in the past, before churning. See more: Resubscription Rate.

Retention

Retention (subscriber retention) is the ability for a company to keep subscribers loyal over time. 

High subscriber retention means subscribers continuing their subscriptions (as opposed to churn). It is a goal of any subscription business as it is a powerful growth factor.

Retry Attempt

It is an automated process where the system re-attempts to charge the subscriber's payment method after a failed payment. Retry attempts are scheduled based on a defined strategy to maximize the chances of successful payment collection. This ensures continuity of the subscription while giving time to resolve payment issues, such as insufficient funds or technical errors.

S

Sandbox

The Cleeng Sandbox is a testing environment that allows you to get to know the main functionalities of Cleeng's production environment. 

It is designed to avoid having to test your implementations on live environments. In order to use the sandbox you first need to register a new sandbox account.

See more: Cleeng Sandbox.

Sandbox Account

You need to create a sandbox account with Cleeng to be able to test implementations and functions in the sandbox environment. This way you can use test credit cards and avoid fraud-filters and logic to be applied.

Scheduled Renewal Date

It is the pre-set date when a subscription is due for automatic renewal. This date determines when the system attempts to process payment to extend the subscription duration.

For monthly subscriptions, the renewal occurs on the same calendar day each month (anniversary date), varying between 30, 31, 28, or 29 days depending on the month length. If the anniversary date exceeds the month’s length (e.g., February), it adjusts to the last day of the month and remains consistent afterward.

For seasonal subscriptions, the renewal aligns with the predefined seasonal schedule. In cases of failed payments or cancellations, retry attempts and grace periods are applied as per the configured strategy, ensuring uninterrupted access while addressing payment issues.

Seasonal Schedule

A group of seasons - each with its start and end date defined. Customers who purchased a subscription with a seasonal billing period automatically renew at the start date of a new season. 

• Season start and end dates don’t need to be the same as the real season (e.g. sports season). Treat these dates as business season, as you might want to sell access to the recordings from an already finished season for example.
• Season end date is a boundary (business) date from which you start selling the next season. Before this date, the existing season is still sold.  
• Next season's start date is the renewal date. 
• An upcoming season can't start in less than 31 days. The renewal notification emails are sent to the users 30 days before the nearest season start date (the renewal date), because of a legal requirement in some regions. 
• If a user purchases an offer between the seasons (after the end date of one season and before the start date of the next season), they will be charged at purchase, and the renewal date will be pushed towards the 2nd upcoming season (so that they are not charged twice for the upcoming season). 
• Seasons in one seasonal schedule can’t overlap. 
• Seasons must be added in chronological order. You won’t be able to create a season with a start date earlier than the end date of an existing season. 
• You can edit current and upcoming seasons. Past seasons and past dates can’t be edited or removed.

• Promotional prices are blocked once the transaction within this price range is made. Promotional price cannot be deleted once it was used.

   

See more: Seasonal Subscriptions. 

Seasonal Subscription (Offer)

An offer with offer type Subscription and billing period Seasonal. 

It has recurring billing adjusted to seasons so that customers automatically renew at the start of each new season based on the seasonal schedule. This differentiates seasonal subscriptions from season passes which expire.

Seasonal subscriptions come with a time-based pricing mechanism (promotional prices), where you can set up different prices: early-bird, low and high season, etc.

See more: Seasonal Subscriptions. 

Service Deposit

The money left in an account after a pay-out is made to the Broadcaster. This is set at 5%.

Single Offer

An offer to sell unlimited access to content with a one-time payment.

A common name is One-Time Purchase.

SSO

SSO stands for Single Sign-On.

Single Sign-On solution is a way to share session or login information across different platforms.

SRM

See Subscriber Retention Management.

Status page

Cleeng Status Page is where you can check the platform availability in real time.

Subscriber

A customer who buys a subscription offer.

Subscriber Churn Rate 

The percentage of subscribers who had at least one active paid subscription at the beginning of a given month and had all their subscriptions end during that month. See more: Subscriber Churn Rate.

Subscriber Retention Management (SRM)

Subscriber Retention Management, a term invented and owned as Trade Mark by Cleeng. Powering growth through better subscriber retention, using data patterns and operational actions for each stage of the customer journey.

Subscription

A subscription is created when a customer purchases a subscription offer. 

A customer may have more than one subscription at the same time.

Subscription Actions

• New - new subscription to your offer
• Renewal - renewed subscription
• Payment Rejected - if payment for the subscription was made, but didn't go through; if a customer used a credit card, he might want to contact the bank for more details about the rejection  
• Customer Stopped - subscription canceled/stopped by a customer
• Broadcaster Stopped - subscription canceled/stopped by a Broadcaster.

Subscription Age Days

Grouping of customers based on the number of days since their current active subscription started.

Key details:

• Applies only to the customers with currently active subscription.
• You can find it in the Subscriber Journey Segments dashboard. 

Subscription Churn Rate 

The percentage of paid subscriptions active at the beginning of a given month that ended during that month. See more: Subscription Churn Rate.

Subscription Lifetime Revenue

Total revenue generated during the lifetime of the current / selected subscription.

Key details:

• Includes revenue from the currently active subscription only.
• Does not include previous subscriptions, passes, or PPV purchases.
• Excludes subscriptions with 0 revenue.
• You can find it in the Subscriber Journey Segments dashboard.

Subscription Offer

Also referred to as: Subscription Plan*  ( * deprecated term)

A type of offer with recurring billing. Once a customer subscribes, he/she is billed automatically for the set period (monthly, bi-monthly, etc.).

A subscription offer defines when and how much to charge the customer.

Each subscription offer created by a broadcaster has its own offerId.

For information on creating this type of offers, see Setting up a Subscription Offer.
 

Subscription Plan (deprecated)

See Subscription Offer.

Subscription Status

Parameter of a subscription. One of:

• Active (you have access, billing is scheduled/will take place)
• Paused (you don't have access until the subscription is resumed, billing is also paused until the subscription is resumed)
• Stopped (you still have access, but billing will not take place) 
• Expired or terminated (you don't have access anymore, billing will not take place)

For more information, see subscription lifecycle flows.

Subscription Switch

A general term for subscription change (upgrade or downgrade).

Subscription (transaction)

A transaction related to a subscription offer. This is shown in the subscriber overview on the Broadcaster dashboard.

Subscription Video On Demand (SVOD)

A service that gives users unlimited access to a wide range of programs for a monthly flat rate.

T

Ticket (Hi5)

In Hi5, a ticket is a recorded instance of a customer inquiry, typically submitted via the chatbot widget's embedded contact form and managed by our team of expert human agents using the Zendesk environment. The user receives the resolution directly via email, ensuring seamless continuity of conversation.

TCO

Total Cot of Operations is a financial estimate intended to help buyers and owners determine the direct and indirect cost of a product or system.

THCI (Total Hi5 Customer Inquiries)

Total number of customer inquiries for chatbot, received emails and tickets in a given period of time.

Transaction

The actual purchase of an offer. Free access (free trial or 100% coupon) is also perceived as a type of transaction.

In the case of a subscription offer - transaction takes place on every period of subscription.

Transaction ID

A unique transaction identifier (ID) that each transaction has.

Transaction Value

The total sum of all completed transactions within a given period, excluding refunds. See more: Transaction Value.

Transaction Volume

The total number of individual transactions completed within a selected timeframe. See more: Transaction Volume.

Trial Conversion Rate

The percentage of free trials ending in any time period that successfully convert to paid subscriptions. See more: Trial Conversion Rate.

Trials Converted

The total number of free trials that resulted in paid subscriptions during the selected period, regardless of the trial start date. See more: Trials Converted.

Trials Started

The total number of free trial subscriptions initiated within the selected date range. See more: Trials Started.

TVOD (deprecated)

Legacy label for One-Time Purchase offer

See One-Time Purchase 

U

Upgrade

The action of switching to a higher offer (plan) by a customer, because it contains more content and value than the current offer (plan).

Upgrades and Downgrades (Metric)

The daily count of subscribers who changed their subscription to a higher-tier offer (Upgrade) or a lower-tier offer (Downgrade). See more: Upgrades and Downgrades (Metric).
 

URL (of Offer)

The URL of an offer is the link to premium content that you offer. Even if the content is published in multiple places, only one "landing URL" is stored in the platform.

User Accounts

The cumulative count of all user accounts created over time. See more: User Accounts.

Users Converted

The total number of unique accounts that both registered and converted to an offer, whether free or paid, for the first time. See more: Users Converted.

V

VAT

A consumption tax usually implemented as a destination-based tax.

Viewer

See Customer.

VOD

Video on demand. Systems that allow users to select and watch/listen to video or audio content such as movies and TV shows when they choose to, rather than having to watch at a specific broadcast time.

W-X

Webhooks

Webhooks are real-time HTTP POST requests sent to the provided endpoints. These are notifications that Cleeng sends to subscribed broadcasters about specific events on their platforms, such as new transactions, payment notifications, and more.

White Label Broadcaster (deprecated)

An authorized broadcaster, i.e. a broadcaster whose customers’ accounts were created exclusively by/for this individual broadcaster.

Winback Subscribers

The total number of previously churned subscribers who started new subscriptions and became active again. See more: Winback Subscribers.

Y-Z

Zendesk

A third-party customer service platform that provides the backbone for a significant portion of Hi5, offering robust tools for managing customer inquiries (including chatbot conversations and ticketing system used by Hi5 agents). Our clients' help centers are hosted on Zendesk.