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 viewer is allowed to access your digital content (or offer). As a Broadcaster, you are able to extend this in the dashboard.

 

Active Accounts

The number of customer accounts with a recorded history of logging into any of the broadcaster applications in the selected period. See more: Active Accounts.

 

Active Subscribers

(Classic view) The total number of subscribers who have an active content entitlement (free or paid) at the beginning of a given day, or at the end of a specified month. 

(Paid subscriber view) The total number of subscribers who are paying for an active content entitlement at the beginning of a given day, or at the end of a specified month. 

(Free subscriber view) The total number of subscribers have an active content entitlement for which they are not paying at the beginning of a given day, or at the end of a specified month. 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: Broadcaster Token*, Publisher 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.

 

ARPU

Average Revenue Per User is a metric that stands for the amount of earnings generated per user or unit. It can be calculated by dividing the total revenue of a business in a given period by the number of users in this period.

 

ARR

Annual Recurring Revenues is a metric of predictable and recurring revenue for a product or business generated by customers within a year.

 

AVC

Average Value per Customer is a metric used in marketing and business that measures the average revenue generated by a customer over a specific period. It helps businesses understand the lifetime value of their customers and the potential return on investment (ROI) for customer acquisition and retention efforts.

 

Average Subscriber Lifecycle

The average number of days elapsed between the acquisition of a subscriber and the termination of their subscription. See more here.

 

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

Also referred to as: Publisher* ( * deprecated )

A broadcaster is an entity that has an account with Cleeng and uses Cleeng’s services to sell his or her content.

 

Broadcaster Account

Also referred to as: Publisher Account* ( * deprecated )

An account that a broadcaster has to create with Cleeng to be able to use Cleeng’s services.

 

Broadcaster ID

A unique identifier of each broadcaster who has a Cleeng account. You can find your Broadcaster ID in the Cleeng dashboard > Admin & Tools > API Keys.

Also referred to as: Publisher ID* ( * deprecated )

 

Broadcaster Token (deprecated)

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

See API Key

 

Broadcaster Site Name

The name of a broadcaster's website. It is also used in communication with the customer.

 

C

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.

 

Cancellation

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.

 

Cancellation Fee

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

 

Capture (Cleeng Capture)

Capture is a feature that helps to understand customers through building customer profiles. 

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

 

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)

A tailored AI chatbot is a widget embedded in client help centers, designed specifically to address recurring and complex issues common for streaming services consumers. Fully integrated with FAQ articles in the Help Center knowledge base, Hi5 bot is well-prepared to effectively resolve viewers' issues on the spot, with an automatic resolution rate above 75%. The chatbot is fully set up and maintained by the Hi5 team and chatbot specialists. It efficiently handles common contact drivers such as streaming and access issues, payments, cancellations, refund policies, login/registration problems, offer inquiries, geo-restriction issues, supported devices, and escalates more complex issues to human agents when necessary, ensuring seamless customer support.

Chargeback

This occurs when a bank/PSP forces Cleeng to pay back money to a customer. A chargeback triggers a 'cancellation' automatically.

 

Churn

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

 

ChurnIQ 2.0

ChurnIQ™ 2.0 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 2.0: Our default subscriber retention platform.

 

Churn Rate

The percentage of subscribers that have churned (discontinued their subscriptions) within a given period of time:

Churn rate = Customers churned in month/Customers at start of month + New customers in month)*100

See more: Churn Rate.

 

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.

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 amount of inquiries received per month divided by the average number of Managed Users committed during that month.

Example:

Managed Users = 100 000

Chatbot Interactions = 700

Tickets = 300

THCI (tickets + chatbot) = 1000

Contact Rate = 1%

 

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.

 

Conversion Rate

The percentage of users whose status changes, e.g. from a registered customer to a subscriber who purchased a subscription offer.

Examples:

Account conversion rate - the percentage of authenticated accounts signing up to any offer

Trial conversion rate - the percentage of free trials converting to paid subscriptions

Campaign conversion rate - the percentage of subscriptions on which coupons were applied renewing at the full price after coupon expiry

 

Converted Accounts

They are defined on the basis of the customer (account). An account is considered converted at the moment of their first transaction, regardless of the transaction value (free or paid) or offer type. See more: Converted Accounts.

 

Converted Trials

The number of free trials that have converted to paid subscriptions. See more: Converted Trials.

 

Core (Cleeng Core)

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

 

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

Number of coupons that have been activated and used by your customers to purchase offers or access the offered content.

 

CPA

Cost per Acquisition is a metric used in online advertising that measures the cost of acquiring a new customer through your marketing efforts. It essentially tells you how much you spend to get someone to take a desired action that leads to a new customer.

 

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.

 

CTR

Click-through rate is the ratio of users who click on a specific link to the number of total users who view a page, email or advertisement.

 

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.

 

Customer

Sometimes also referred to as: Viewer

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.

 

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 Value

Customer Lifetime Value (CLV) = Average Monthly Recurring Revenue (MRR) per customer / churn rate

Note: In this calculation of lifetime value, only customers with an MRR contribution of greater than 0 are considered. 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.

Deflection Rate

This rate measures the percentage of customer support interactions that are successfully handled by a chatbot without needing to be escalated to a live human agent. It's a key metric for gauging the chatbot's effectiveness in providing self-service solutions to customers. Also referred to as Automatic Resolution Rate or Containment Rate.

 

Discount Rate

The percentage of a discount applied on 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.

 

Event Offer

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

See PPV (Live PPV).

 

Free Trials Started

The number of free trial subscriptions started in the time period selected. See more: Free Trials Started.

 

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 [Beta]. 

 

Gift Subscriptions

Gift Subscriptions [Beta] 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.

Gift Subscriptions have been introduced as a Beta feature. See more: Gift Subscriptions [Beta]. 

 

Gifter

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

 

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 broadcasters 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 broadcaster's end-esers with inquiries via the Zendesk ticketing platform, providing multilingual email support (in up to 29 languages) and leveraging expertise in the OTT landscape.

 

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

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 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.

 

Cleeng Merchant

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

Cleeng 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.

 

Monthly Recurring Revenue (MRR)

Monthly recurring revenue (MRR) is a financial metric that shows the revenue that a company expects to receive monthly from customers. It is based upon the actual value of each prior transaction that is expected to recur. For example, a payment of $5 on an active subscription represents $5 in your MRR. Similarly, a discounted subscription payment (eg. 20% off) is counted at its discounted value until a payment at the normal price is made.

MRR normalizes all recurring payments to a monthly interval. An annual recurring payment of $120 is represented as $10 in MRR (120/12 months).

See more: MRR Dashboard.

 

MoR

See Merchant of Record

 

MRR

See Monthly Recurring Revenue.

 

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

 

N

New Subscribers

The total number of people who became active subscribers in any time frame. See more: New Subscribers.

 

Number of Accounts

Total number of all customers who have created their account through a web or mobile application (or via an API method) of the broadcaster. The metric is based on the date of account registration. This is a cumulative metric. See more: Number of accounts.

 

O

Offer

Also referred to as: Plan* ( * deprecated )

A set of selling conditions (e.g. price, recurring period, trial period) under which a customer can acquire an entitlement to access content.

See available offer types.

 

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 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, 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 PPV  (Event offer, Live offer)
• Pass (Season Pass)
• Subscription offer (deprecated term: subscription plan)
• TVOD (Single offer, Rental offer)

Offer Revenue

Transactional revenue for each subscription offer in the time period selected. See more: Offer Revenue.

 

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.

 

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.

 

Payment Method Success Rates

The number of attempted transactions for a payment method in a given period of time that were successful, or failed. See more: Payment Method Success Rates.

 

Payment Method Usage

Payment method usage is the percentage of all transactions in the period selected that were made using a particular payment method. See more: Payment Method Usage.

 

Payment Success Rate

The payment success rate metric tells you what proportion of attempted payments ended in a successful transaction. See more: Payment Success Rate.

 

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)

Also referred to as: Live Offer, Event Offer

PPV stands for Pay-per-view. 

Live PPV is a live event 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 Pay-Per-View offer?

 

Previous Service Deposit

A service deposit kept on account since the last pay-out.

 

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, broadcasters 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 (deprecated)

See Broadcaster

 

Publisher ID (deprecated)

See Broadcaster ID

 

Publisher Token (deprecated)

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.

 

Rental Offer

Also referred to as: TVOD

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 TVOD.

 

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.

 

Revenue from New Accounts

Revenue captured from any offer types from accounts with date of account registration in a given period. See more: Revenue from New Accounts.

 

Revenue per Free Trial Started

The average revenue arising from each free trial started in any period of time.

It is calculated by summing all the revenue generated by free trials that convert in any time period, divided by the number of free trials that started in that same time period. 

See more Revenue per Free Trial Started.

 

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.

 

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 TVOD.

 

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

 

Subscriber

A customer who buys a subscription offer.

 

Subscriber Engagement

(Daily Engaged) The average number of unique subscribers engaging with your content in a calendar day 

(Weekly Engaged) The average number of unique subscribers engaging with your content in week

(Monthly Engaged) The number of unique subscribers engaging with your content in a 30 day period 

See more Subscriber Engagement.

 

Subscriber Movement

Subscriber movement is the net balance between new subscribers and churned subscribers in the period you have selected.

See more: Subscriber Movement.

 

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 Churn

The termination of a subscription either within a predefined period or within a period you have defined with filters. See more: Subscription Churn.

 

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)
• 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) 

 

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 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.

 

Trial Cancellation Reasons

The selected cancellation reason for each trial subscription canceled in the selected time period. See more: Trial Cancelation Reasons.

 

Trial Conversion Rate

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

 

TVOD

Transactional Video On Demand 

In this mode, a customer can rent content for a given period. 

TVOD is a common name for Rental Offer, Single Offer

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

 

U

Upgrade

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

 

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.

 

V

Value of Failed Payments

The value of failed payments is the summed amount of all failed transactions for the period you have selected. See more: Value of Failed Payments.

 

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 

A previously churned subscriber of streaming services who has been reactivated and is now an active subscriber again. When a former subscriber returns and attempts to log in, Cleeng recognizes the user and identifies them as a potential winback opportunity. This detection is facilitated through the subscriber's account credentials, which are retained in the system even after churn. Once recognized, the platform can trigger personalized winback strategies.

Subscriber reactivation is typically achieved through winback campaigns that target subscribers based on specific criteria like: reason for churn, time inactive, and previous subscription lifetime. Additionally, winbacks exclude customers who canceled but revoked their cancellation before the subscription ended. This ensures the term focuses on those who were truly lost and then brought back, not those who simply changed their mind during the cancellation process.

 

Y-Z

Year on Year Growth (Subscribers)

The growth in subscribers between a month in the current year, and the corresponding month in the previous year. See more: Year-on-Year Growth (Subscribers).

 

 

For any further questions, please contact the Cleeng Customer Success Team