3 Replies Latest reply on Jul 12, 2016 6:47 AM by cwinning

Buyer be aware-licensing differences: How to exchange my recently purchased license for the correctly needed license?

C.L Jul 11, 2016 7:24 AM

After receiving a notice from a renewals sales rep that my current maintenance was going to expire, I inquired about purchasing new licensing and what the difference in scanning for workstations or servers was. Was it different patches, etc. I didn't receive an answer, but was told I could buy more licenses. I reviewed my license from the Shavlik console, and attempted to scan all my devices. Some servers scanned, and some didn't due to being out of licenses.

I asked for a SKU from a Sales Manager to purchase through a reseller. After purchasing and updating my license, I received the same error messages. I opened a case with support - Case 00894612.

After the quick explanation that I'm scanning about 40 devices, but only 32 were scanning. Support told me that I purchased the incorrect licensing and fully explained the licensing. Support would give me a temp license until I could exchange the recently purchased workstations licenses for server licenses.

Shavlik has said no returns or exchanges. My RMA has been denied. Now I have 10 additional licenses that I do not need nor will I ever use. Maybe I need to look for a new product.

Any suggestions on how to exchange my recently purchased license for the correctly needed license? Has anyone else experienced this poor business practice?

1. Re: Buyer be aware-licensing differences: How to exchange my recently purchased license for the correctly needed license?

cwinning Jul 11, 2016 9:14 AM (in response to C.L)

Hello,

It 'may' be possible to get a re-bill for the correct license or an internal license change depending on what needs to be changed. Is the root cause of the issue a Server vs Workstation license count? If yes, how many servers do you have, how many workstations?

Charles
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2. Re: Buyer be aware-licensing differences: How to exchange my recently purchased license for the correctly needed license?

C.L Jul 11, 2016 9:53 AM (in response to cwinning)

Hello Charles,

Originally I was licensed for 35 "workstations" and 1 "management server" although my "Help then About Shavlik Protect" from the console describes these as "machines" or "seat counts". A machine or a seat could be either server or workstation. I only scan about 30 workstations. The additional 10 licenses that were purchased needed to be "server" licenses to scan 8 servers. I have some cushion licenses.

To answer your question: Is the root cause a server vs workstation license count? - I think so - My most recent purchase of 10 additional licenses needed to be "server" instead of workstation.

I asked my reseller to "exchange" them due to my sales person not explaining the licensing and providing the workstation SKU. I've been told Shavlik does NOT exchange or return licenses, but I'm more than able to purchase the needed 10 server licenses with the maintenance.

Thank you
Chad
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3. Re: Buyer be aware-licensing differences: How to exchange my recently purchased license for the correctly needed license?

cwinning Jul 12, 2016 6:47 AM (in response to C.L)

Hello Chad,

You should be contacted shortly with some options. Let me know if this doesn't happen in the next few days.

Thanks,
Charles
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Buyer be aware-licensing differences: How to exchange my recently purchased license for the correctly needed license?

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