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.
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.
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.
(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 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.
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.
Average Subscriber Lifecycle
The average number of days elapsed between the acquisition of a subscriber and the termination of their subscription. See more here.
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.
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.
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.
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.
Also referred to as: Publisher ID* ( * deprecated )
A unique identifier of each broadcaster who has a Cleeng account.
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.
It's the name of a campaign you decide to use in order to identify the coupon or set of coupons in your reports.
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.
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.
This occurs when a bank/PSP forces Cleeng to pay back money to a customer. A chargeback triggers a 'cancellation' automatically.
To churn means to stop using the service - discontinue a subscription.
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.
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 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.
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.
The content type defines if your offer gives access to a protected article, a video, an image, or a download.
The percentage of users whose status changes, e.g. from a registered customer to a subscriber who purchased a subscription offer.
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
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.
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.
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.
Number of coupons that have been activated and used by your customers to purchase offers or access the offered content.
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.
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 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.
It is used for customer authentication by most of the Cleeng API. It can be used e.g. to verify access (getAccessStatus method).
A central place for a broadcaster designed for managing customers, offers, and tracking analytics.
The percentage of a discount applied on your offer price.
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 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.
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.
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.
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.
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.
IAP is the abbreviation for In-App Purchase.
With in-app purchases, your customers can buy your content within your app.
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.
The average number of days in which your subscribers engaged with your content for each month since they started their subscription. See more: Lifecycle Engagement.
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.
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 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 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.
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
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.
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.
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.
The currency in which the offer is set by the Broadcaster. By default, it's displayed in the Broadcaster's currency.
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.
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.
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.
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).
The name/title of an offer.
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)
Transactional revenue for each subscription offer in the time period selected. See more: Offer Revenue.
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.
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.
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.
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.
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.
The method used by a customer to make a purchase - Mastercard, Visa, AMEX, iDEAL, sms, ivr, direct banking, etc.
Payment Method ID
Constant identifier of the broadcaster payment method. Each broadcaster payment method (eg. Adyen, PayPal) 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.
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).
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.
PSP stands for Payment Service Provider
For example Adyen, PayPal, Moneris.
Publisher ID (deprecated)
See Broadcaster ID
Publisher Token (deprecated)
See API Key
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 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.
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.
A type of cancellation where the customer gets their money back.
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 (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.
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.
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.
The money left in an account after a pay-out is made to the Broadcaster. This is set at 5%.
An offer to sell unlimited access to content with a one-time payment.
A common name is TVOD.
SSO stands for Single Sign-On.
Single Sign-On solution is a way to share session or login information across different platforms.
(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 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.
A subscription is created when a customer purchases a subscription offer.
A customer may have more than one subscription at the same time.
- 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.
The termination of a subscription either within a predefined period or within a period you have defined with filters. See more: Subscription Churn.
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)
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 (you don't have access anymore, billing will not take place)
A general term for subscription change (upgrade or downgrade).
A transaction related to a subscription offer. This is shown in the subscriber overview on the Broadcaster dashboard.
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.
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.
Transactional Video On Demand
In this mode, a customer can rent content for a given period.
For information on creating this type of offers, see Setting up a TVOD Offer.
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.
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.
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.
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.
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