How to split licenses?

This is an internal policy on splitting licenses, which is still working in progress.

TDA/TWA – Flexera FNP

1. A customer can request to split their license to run on multiple license servers.

   • Process
     1. Support Ticket – The user needs to open a support ticket detailing the request.
        • Support site will validate the customer and their request 
        • Assumption - Anyone who has access to Support site has authority for License Management? (Joy Fadugba mentioned No, only authorized contact)
     2. GSS will assign the Task to Operations
     3. Operations will be responsible for updating Flexera & SFDC
        • How do we manage renewal opportunities already generated? 
     4. Customer will be responsible for returning the “old” license and activating the “new” licenses.
   • Limits on Quantity
     1. How many devices per Activation Code - ?
     2. How many Activation Codes per entitlement - ?
   • How many times can a customer request split within their Subscription period?

2. Customer cannot transfer license to a new Account

   • Unless it’s a Merger or Buy Out

3. How do we manage the old & new licenses ( NEW - Date of split) 

   • Old License -  OLD Start Date & NEW Expiration Date
   • New License - NEW Start & OLD Expiration Dates 

License Split & License Qty Transfer Procedure

How to Track License Split history:

• • A Case Subject MUST be created for every license split request
  • The case SUBJECT MUST CONTAIN **License split** (if the case subject doesn't contain license split, Operations is required to modify the subject before the case is closed)
  • The Case Description MUST contain activation codes
  Joy Fadugba mentioned How do we link cases to opportunity number??? No opportunity number field on Case Page Layout 

How to request License Split or Qty Transfer:

Directly to Customer Service - customerservice@teradici.com

• Authorized contact sends a request email CS. Operations create a case
• Activation codes MUST be stated in the request email.

Through Support Ticket

• Authorized contact submits a case on the support portal.
• Activation codes MUST be provided in the ticket description

Through Sales Team

• Authorized contact sends a request email to sales, sales creates a case and forward the email request to operations
• Activation codes MUST be stated in the request email.

Impact on Customer

License Split customer impact

• New activation codes will be sent to customers
• Customer will be required to return initial activation codes within 7 business days.
• Customer must perform new activation

Qty Transfer customer impact

• Activation codes remain the same
• Customer must perform a re-activation for new qty to take effect.

Term Definition 

• Authorized contact is a person the license order was delivered to.
• Or the opportunity secondary contact we have on file.
• Or a person approved by the authorized contact to administer the subscription.

License Split Cases Q&A

Authorized contact no longer works at the company, or is on vacation & unreachable? or
Authorized contact email domain is a receive only type of email?

• An email is sent to customersevice@teradici.com from someone with the same email domain to add a secondary contact. The authorized contact must be cc’d in the email. License activation codes must stated in the email
• Authorized contact logins to support account and submit a case to add a secondary contact/license administrator for the Subscription.
• Disti approves the request to add a secondary contact
• Contact sales to reach out to other contacts from the company.