Overview

An overview of the customer lifecycle in Vitally

In Vitally, every account is categorized into 1 of 4 buckets:

Bucket #1: Subscribed

Subscribed accounts are your paying customers - those with a recurring subscription (and thus revenue) with your business.

Bucket #2: Trials

Trial accounts are accounts with access to your product that are not yet subscribed to your business. These should include accounts on a time-constrained trial (e.g. 7-day access) or accounts on a free plan.

Bucket #3: Churned

Churned accounts are accounts that formerly had access to your product but have since canceled their subscription or failed to convert a time-constrained trial.

If your Vitally plan limits the number of accounts you can track in Vitally, note that you are not charged for churned accounts. However, because we don't charge for churn, that also means we don't store any product events sent by churned accounts.

If a churned account later returns and satisfies your subscribed configuration, we will auto-categorize them as a subscribed customer and will then start tracking their product activity.

Bucket #4: Ignored

Ignored accounts are simply accounts you do not want to track in Vitally. They can be low-value accounts, test accounts, or anything else.

If your Vitally plan limits the number of accounts you can track in Vitally, note that you are not charged for ignored accounts. However, because we don't charge for ignored accounts, that also means we don't store any product events sent by them.