Manage end-customer subscriptions

Pendo OEM allows you to offer in-app guides, analytics, and Resource Center access to your end customers directly within their own subscriptions. As a Pendo OEM partner with OEM manager permissions, you can create and assign Pendo OEM subscriptions to your customers. There’s no installation required. Once set up, your end customers can create their own guide content tailored to their specific needs, or you can share your own guides directly to their subscriptions.

This article outlines the steps to set up Pendo OEM subscriptions for your end customers, including instructions on applying custom branding and appearance settings.

Prerequisites

To set up and manage Pendo OEM subscriptions for your customers:

• Your business must be an OEM partner. If you're not an OEM partner and would like to learn more, see OEM Partner Program.
• You must be a subscription admin with OEM manager permissions.

Set up Pendo OEM for your end customers

When you grant an account access to Pendo, this creates a new Pendo OEM subscription that's linked to your subscription.

Step 1. Activate the subscription

1. From the top-right corner of Pendo, go to Settings > OEM settings.
   
   
    
2. Select the Manage subscriptions tab.

3. Find the Account ID you want to create a subscription for, and turn on the Status toggle.
    

   
    

4. In the window that opens, enter primary contact details: email address, first name, last name, and subscription name (rather than the Account ID).
5. Select Grant access when you're done.

Step 2. Configure subscription settings

1. In the Subscriptions table, hover over the relevant Account ID and select Manage Settings at the end of the table row.
   
   
    
2. In the Information section, choose the time zone for all event data in Pendo. This affects when guides and analytics appear. If changed, previously scheduled guides won’t update automatically, and the end customer must manually update them.
   
   

Caution: When you change the time zone, Pendo reprocesses all event data. This can take several hours, depending on how many events must be reprocessed, and usage metrics might temporarily show zeros (0).

3. In the Account Access section, turn on or off any combination of the following: API, Analytics, Resource Center, and Tagging. Guides is the default and can't be deselected.
4. In the Applications section, choose which applications to make available to your end customer in their subscription.
   
   
    
5. When you're done, select Save to send an invitation email to the Primary contact.

Note: Primary contact email addresses are located in the Manage subscriptions tab and are accessible only to Pendo users with OEM manager permissions. Ensure that all users with the OEM manager permission are trained to properly handle Personally Identifiable Information (PII).

Change the primary contact for an OEM subscription

Some common reasons you may need to change the primary contact for an OEM subscription include:

• You need to access your customer's Pendo OEM subscription for troubleshooting.
• Turnover at your customer's business necessitates a new primary contact.
• There's a service relationship with a third-party vendor that's been contracted to manage your customer's subscription.

To update the primary contact for an OEM subscription:

1. From the top-right corner of Pendo, go to Settings > OEM settings.
   
   
    
2. Select the Manage subscriptions tab.
3. Select the Primary contact name.
4. Enter the new details, then select Change primary contact. The former primary contact remains a subscription admin in the OEM subscription.

Customize your partner brand settings

You can customize the look and feel of your end customers' Pendo OEM subscriptions to align with your brand. This section outlines how to update visual elements, including colors, logos, and labels.

1. From the top-right corner of Pendo, go to Settings > OEM settings.
   
   
    
2. In the OEM settings tab, you can configure the following brand settings:
   • Brand name. Appears when a user hovers over your logo in Pendo OEM. Typically, this is your company or business name.
   • Brand color. The primary color used throughout Pendo OEM in your end customers’ subscription.
   • Product name. Displays at the top of Pendo OEM next to your logo. This is the custom name you give to Pendo OEM so that it's more in line with your brand.
   • Logo. Upload an image to replace the Pendo chevron in the top-left corner. The image should be at least 166 × 66 pixels.
3. Below Partner Brand Settings, there's a section for each application where you can configure:
   • Display name. Shown in the global filter of your end customer’s Pendo OEM subscription.
   • Primary color. Used in analytics and displayed if no logo is uploaded.
   • Logo. The application’s logo. Recommended size is at least 166 × 66 pixels.

Turn off Pendo OEM for your end customers

If you want to turn off Pendo OEM for your customers, this stops data sharing and deactivates their subscription. It doesn't delete the subscription. To do this:

1. From the top-right corner of Pendo, go to Settings > OEM settings.
   
   
    
2. Go to the Manage subscriptions tab.
3. Find the relevant Account ID, and turn off the Status toggle.
4. You'll be asked to confirm this choice by typing I understand in the text box, then selecting Remove Access. 

After access has been removed, the end customer's subscription remains linked to your account. However, data will be permanently deleted after 90 days.