How to create Upgrade and Downgrade Offers? New UI

Introduction

This article explains how to configure Upgrade and Downgrade paths between Offers in Product Management Hub. The configuration is done in the Business Rules tab of the Offer Details step, in the Related Services section. Upgrade and Downgrade relations let Customers move between Offers of the same Product directly from their Subscription details on the Platform, without creating a separate Order from the catalogue.

In this article:

• Integration method
• Manual configuration
• Automatic configuration
• How Customers see Upgrades and Downgrades on the Platform

Integration method

To open the configuration, edit the source Offer and navigate to Offer Details → Business Rules → Related Services. The first decision is the Integration Method, which controls how Upgrade and Downgrade paths are resolved:

• Manual — the Vendor administrator selects the target Offers explicitly. Use this method when the available Upgrade and Downgrade paths are fixed and known in advance.
• Automatic — the available paths are resolved at runtime through provisioning sequences and the Vendor's integration. Used mostly for Vendors such as Microsoft, where eligibility depends on the Customer's country, segment, and current Subscription state.

Manual configuration

When Manual is selected, two configuration blocks appear: Upgrades and Downgrades. Each block lists the target Offers the Customer can move to from the current Subscription.

Configure Upgrades

In the Upgrades block, define which Offers the Customer can upgrade to:

1. In the Offer * dropdown, select the target Offer (required).
2. Optionally select Allow Change Upgrade Subscription Configuration to let the Customer adjust Quantity, Term Duration, or Billing Cycle of the target Subscription during the upgrade.
3. Select + Add Upgrade Option to add another target Offer. Repeat for every Upgrade path the Customer should see.
4. Use the trash bin icon on the right of any row to remove an Upgrade option.

Configure Downgrades

In the Downgrades block, define which Offers the Customer can downgrade to:

1. In the Offer * dropdown, select the target Offer (required).
2. Optionally select Allow Change Upgrade Subscription Configuration to allow the Customer to adjust the target Subscription configuration on downgrade.
3. Choose when the downgrade can be applied:
   • At any time — the Customer can downgrade immediately, with proration applied according to the Offer's Billing Rules.
   • Only on renewal — the downgrade is scheduled and takes effect on the next Renewal date.
4. Select + Add Downgrade Option to add another target Offer.

Automatic configuration

When Automatic is selected, no target Offers are picked manually. The available Upgrade and Downgrade paths are resolved automatically through provisioning sequences and the Vendor's integration. This method is used mostly for Vendors such as Microsoft, where eligible paths depend on real-time data from the Vendor system.

When Automatic is selected, the UI shows the warning:

"This function requires sequences. Please create them in the provisioning configuration step."

A download icon next to the warning provides a sample sequence template that can be modified and uploaded later.

Steps to configure automatic Upgrades and Downgrades

1. In the Related Services section, select Automatic.
2. Use the download icon to obtain the sample sequence template.
3. Continue through the wizard and save the Offer as Draft.
4. Move to the Provisioning step. In the Sequence Configuration Requirements section, a required entry Upgrades and Downgrades appears.
5. Edit the sample template to match the Vendor's integration and upload it through the drag-and-drop area.
6. Proceed to Review & Publish and publish the Offer.

The Offer Provisioning step is described in details in this article: How to configure Offer Provisioning?

Learn more about the Automatic Offer provisioning here.

How Customers see Upgrades and Downgrades on the Platform

Once the source Offer is Published and added to the relevant catalogue, eligible Upgrade and Downgrade options appear at the bottom of the Subscription page on the Platform.

The Customer workflow looks as follows:

1. The Customer opens the Subscriptions tab and selects the Subscription they want to change.
2. Eligible Upgrade and Downgrade options are listed under Upgrade to: and Downgrade to: at the bottom of the page.
3. The Customer selects Upgrade (or Downgrade) on the chosen option.
4. A pop-up asks when to apply the change:
   • Now — the change Order is created and processed immediately.
   • On Renewal — the change applies on the next Renewal date.
   • Custom date — a future date selected by the Customer.
5. The Customer confirms the change and the Order is placed.

NOTE! For Microsoft Offers, the Subscription page only shows the options the Customer is eligible to, based on their country, industry, and current Subscription state. For full details on the Customer-side experience, including partial upgrades, destination Subscription handling, and invoice impact, see How to Upgrade Microsoft NCE Subscriptions?.

Summary

Upgrade and Downgrade paths between Offers of the same Product are configured in the Related Services section of the Business Rules tab. Two methods are available: Manual, where target Offers are picked explicitly, and Automatic, where eligibility is resolved at runtime through provisioning sequences — used mostly for Vendors such as Microsoft. Once the source Offer is Published and added to the catalogue, eligible Customers see the configured Upgrade and Downgrade options on their Subscription page on the Platform and can apply the change immediately, on Renewal, or on a custom date.

Related content

• How to create a new Offer
• How to edit an Offer
• Product Management overview
• How to Upgrade Microsoft NCE Subscriptions?
• Automatic Offer provisioning
• How to configure Offer Provisioning?