Purchasing & Subscription FAQs: Difference between revisions

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NG Firewall tracks the number of devices connecting through it, and user environments that exceed the license entitlement will be flagged for further review. At this time, we do not automatically disable the software when usage exceeds the license count, but we reserve the right to do so after review of the violation(s).
NG Firewall tracks the number of devices connecting through it, and user environments that exceed the license entitlement will be flagged for further review. At this time, we do not automatically disable the software when usage exceeds the license count, but we reserve the right to do so after review of the violation(s).


== How do I transfer my paid license? ==
== How do I transfer my paid license? ==


License reassignment is described in our online knowledge base at https://support.untangle.com/hc/en-us/articles/115012197907
License reassignment is described in our online knowledge base at [https://support.untangle.com/hc/en-us/articles/115012197907 How to transfer a subscription to another appliance]


==What's a voucher and voucher key?==


A voucher is a "gift certificate" for a specific NG Firewall [https://www.untangle.com/software-packages package or individual application]. A voucher key is a unique alphanumeric code that you redeem to apply a subscription for NG Firewall.
==How do I purchase an NG Firewall subscription?==
<br /><br />


==When do I use a voucher?==
Subscription purchases can be completed by contacting your Account Manager or edge.sales@arista.com.  
A voucher provides you a way to delay activation of your subscription. If you are an Untangle Partner, It's efficient to purchase a set of vouchers using one transaction, and redeem the vouchers as you deploy NG Firewalls. If you do not intend to install the NG Firewall yourself, you can simplify the installation process by sending the voucher to your customer.


==How do I redeem a voucher?==
You can also purchase directly through our website:
See '''[[Redeeming a voucher]]'''.
# Log into your ETM Dashboard account.
# Click the orange '''GET STARTED''' button in the upper right-hand corner of the website, then select '''Buy''' to get started.


<!--==When would I want to add an additional address to my account?==-->
==Why do I get a monthly web confirmation from authorization.net?==
Untangle uses authorization.net to process your monthly subscriptions. The first month you receive an email confirmation from Untangle; however, authorization.net sends you all subsequent email confirmations.
==Why doesn't my authorization.net confirmation have a description?==
We're sorry for this inconvenience. We will be making regular updates to our store, so stay tuned. In the meantime, you can compare the authorization.net confirmation against the invoices in My Invoices.
==How do I purchase Untangle NG Firewall software?==
Currently there are two ways to make a purchase of NG Firewall software.
An '''off-GUI''' purchase is when you purchase a subscription directly from Untangle's store without being logged into a deployed NG Firewall. An 'off-GUI' purchase results in a voucher you can redeem at any time, keeping in mind that until you redeem the voucher, you don't have full access to the capabilities of the subscription you've purchased until you complete the redemption of the voucher.  Additionally, it's important to note that your subscription expiration count-down starts from the day you purchase your subscription not the date you redeem the voucher. 
Log-in to your account if you already have one.  If you don’t have one, you should be able to create one.  Once you’ve created an account, you’ll need to click on the 'Store' icon in the upper right-hand corner of the website.  You’ll then select the subscription(s) that you’d like to purchase and then select from the right hand side of the product webpage the correct number of pc’s for your pricing band and the correct term/period for the length of your subscription.  You then can click the 'Add to Cart' button.  Once you’ve done that, you should be able to either add more items to your cart by clicking the 'Continue Shopping' button or changing the quantity in the shopping cart itself.  You then click on the 'Proceed to Check-out' button to finish your purchase.  You'll receive an order confirmation and your voucher key. (see How do I redeem a voucher? [[http://wiki.untangle.com/index.php/Purchasing_%26_Subscription_FAQs#How_do_I_redeem_a_voucher.3F]] section of the wiki)
An '''on-GUI''' purchase is when you purchase from your NG Firewall directly.  If you purchase via the 'on-GUI' method, the store and the server should talk to each other and the server will automatically download the software you've purchased.  We do recommend that you use Firefox when doing this process because some browsers (i.e. Internet Explorer) don't translate the code properly and won't allow the store and the server to communicate, which causes the process to fail.
The '''on-GUI''' process is the easiest way to purchase a NG Firewall subscription.  You start by logging into your NG Firewall and you click on the 'My Account' button in your admin interface.  It should prompt you to log-in to your account if you already have one.  If you don’t have one, you should be able to create one.  Once you’ve created an account, you’ll need to click on the 'Store' icon in the upper right-hand corner of the website.  You’ll then select the subscription(s) that you’d like to purchase and then select from the right hand side of the product webpage the correct number of pc’s for your pricing band and the correct term/period for the length of your subscription.  You then can click the 'Add to Cart' button.  Once you’ve done that, you should be able to either add more items to your cart by clicking the 'Continue Shopping' button or changing the quantity in the shopping cart itself, or you can click on the 'Proceed to Check-out' button to finish your purchase.  By purchasing while logged into your Untangle server the software should automatically download when your purchase is completed.
If you have any problems with either of these two ways to purchase, please contact support at 408-598-4299 option 2, or via e-mail at support@untangle.com .
==How do I access the Store?==
You can access the Untangle store by clicking on any product in your '''Apps''', or directly from https://store.untangle.com.
==Do I have a store account?==
You do not have a store account by default. However, if you've ever purchased a subscription or redeemed a subscription, you have a store account.


==How do I decide which products I should purchase?==


==How do I decide which products I should purchase?==
We recommend contacting our Sales department for assistance choosing the correct products & subscriptions for your network.


The products that you need depend on your network. Use the Application Wizard. Go to [[Apps#Choosing Which Software Products To Install|Choosing Which Software Products To Install]].
US Toll Free:
+1 (866) 233-2296


International:
+1 (408) 598-4299


==How do I subscribe to a Paid Software Product==
You can also email the Sales department at [mailto:edge.sales@arista.com edge.sales@arista.com].


You can download paid Software Products through your NG Firewall's '''Apps'''. This process takes only a few minutes. For instructions, go to [[Apps#Choosing Which Software Products To Install|Choosing Which Software Products To Install]].


==I reinstalled my NG Firewall software. Why can't I reinstall my paid subscriptions?==
==I reinstalled my NG Firewall software. Why can't I reinstall my paid subscriptions?==


If you've reinstalled your NG Firewall, your paid Software Products no longer automatically appear in your rack and when you visit the Untangle Store, you're prompted to purchase ('''Buy Now''') the subscriptions that you've already purchased.
Your NG Firewall subscription purchases are associated with your UID. When you reinstalled your NG Firewall, your UID changed. This is true even if you restore from a backup: the UID is not saved as part of a backup, only your configuration.


Your Untangle purchases are associated with your [[#What's a UID?|UID]]. When you reinstalled your NG Firewall on the same appliance, computer or reinstalled on a different machine, you deleted this information. This is true even if you restore from a backup: The UID is not saved as part of a backup, only your configuration.
For help on transferring the subscription, please refer to this article: [https://support.untangle.com/hc/en-us/articles/115012197907-How-to-transfer-a-subscription-to-another-appliance How to transfer a subscription to another appliance].


You can confirm that this is the issue that you're having by simply comparing the UID that appears on your NG Firewall with the UID that appears in '''My Subscriptions'''. The UIDs must match.


[[Image:VerifyActivationKey.png|thumbnail|center]]
== What happens if I stop paying Arista ETM for my subscription(s)? ==


If they don't match, the solution is to migrate your subscriptions to the new UID in the Untangle store. Currently, you must be on-GUI on the newer unit to compete this process.  
When your NG Firewall communicates with the licensing server your license will be revoked. You will no longer be able to use paid applications. You will see 'No License Found' on the Apps page for any app that requires a subscription.  
For self help on transferring the subscription, please visit here[http://wiki.untangle.com/index.php/Purchasing_%26_Subscription_FAQs#After_a_reinstall.2C_how_do_I_transfer_an_old_subscription_to_a_new_Untangle_server.3F].
If you need further assistance, [http://www.untangle.com/index.php?option=com_content&task=view&id=83&Itemid=187 contact Technical Support] so that we can walk you through this process. The migration is quick, but requires that you provide information about your account.


<!--== How do I unsubscribe from a Paid Software Product ==
It's very easy to get your account back working again by contacting Sales (edge.sales@arista.com) to renew your subscription.


You must call Untangle Technical Support. For more information, go to [[Apps#Unsubscribing from Paid Software Products|Unsubscribing from Paid Software Products]].-->
Note that your subscription only determines whether an application will function, but does not affect your settings. If your subscription lapses accidentally, it will return to its "normal" state once you've renewed your subscription.


== What happens if I stop paying Untangle for my subscription(s)? ==
When your NG Firewall communicates with the licensing server your license will be revoked.  You will no longer be able to use anything but the 'Free Package' applications and modules.  You will see 'No License Found' on the face-plate of the application module inside the NG Firewall Admin interface. It's very easy to get your account back working again by contacting Untangle sales (sales@untangle.com) to renew your subscription and all of your previous settings will return.


== What's a UID? ==
== What's a UID? ==


A UID (or Unique IDentifier) is a unique 16-digital alpha numeric code that identifies your Untangle Server. To determine your server's UID, from the Untangle Server, go to '''Config''' > '''System Info''' tab > '''Version'''.
A UID (or Unique IDentifier) is a unique 16-character alphanumeric code that identifies your NG Firewall or Micro Edge installation. You can locate your UID in your ETM Dashboard account, on the '''Appliances''' page, or in the product's own GUI. In NG Firewall, the UID is found in '''Config > About''' and in Micro Edge, it's in '''Settings > About'''.
 
* If you '''reinstall''' your NG Firewall, you will get a new UID, and you may need to transfer any previous subscriptions to be authorized for the new UID.
* If you '''reset''' to factory defaults, your Untangle Server maintains its UID.
 
The UID also helps Untangle Technical Support identify your server when you call for Technical Support.
 
== What's a discount code? ==
 
Sometimes Untangle discounts its Software Products, and such offers are only available for a short period of time.
 
[[Image:Discount.png|thumbnail|center]]
 
In order to have this discount applied to your subscription purchase, type in the advertised discount code.
 
 
<!--== What does <tt>Installed</tt> mean? ==


If the word <tt>Installed</tt> appears next to a package in the online store, this means that you've installed the product into '''Navigation Pane''' > '''Apps'''. The installation could have been in the form of a trial or a subscription. Whenever <tt>Installed</tt> appears, you should have a corresponding package under Apps.
* If you '''reinstall''' your NG Firewall or Micro Edge, you will get a new UID, and you will need to transfer any previous subscriptions to the new UID.
* If you '''reset''' to factory defaults, your ETM product keeps its UID.


<span id="StorePackagesINSTALLED">[[Image:StorePackagesINSTALLED.png|thumbnail|center|Installed Products Message from Online Store]]</span>
The UID is also required for Support to identify your ETM device and verify eligibility for support.
-->




== How do I know if my subscription was canceled? ==
== How do I know if my subscription was canceled? ==


If your subscription was canceled, either because you unsubscribed or for non-payment (i.e. your credit card expired), that subscription no longer appears under '''My Subscriptions'''.  
If your subscription was canceled, either because you unsubscribed or for non-payment (''i.e.'' your credit card expired), that subscription no longer appears under '''Subscriptions''' in the '''My Account''' area of ETM Dashboard.




== How do I know if my trial has expired? ==
== How do I know if my NG Firewall trial has expired? ==


You can identify an expired trial by looking at the application's faceplate in the rack. If expired, the app's faceplate indicates <tt>Free Trial Expired</tt>. If it hasn't expired, then the faceplate indicates how many days remain before the trial expires.
You can identify an expired trial by looking at the application's icon on the '''Apps''' page in NG Firewall. If expired, you'll see a message indicating <tt>No License Found</tt>. If it hasn't expired, then the message indicates how many days remain before the trial expires.




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== If a trial expires and then I purchase, What happens to my settings? ==
== If a trial expires and then I purchase, what happens to my settings? ==
 
In a word: nothing. A trial expiration doesn't delete your configuration settings for a product. When you purchase the product, NG Firewall simply enables the paid applications, preserving all configuration settings that you set during the trial period.


A trial expiration doesn't delete your configuration settings for a product. When you purchase the product, NG Firewall simply replaces the expired product in your rack with the purchased product, preserving all configuration settings that you set during the trial period. However, as is the case with a purchased product, if you uninstall the product from the rack, you will lose all configuration data.


== Does a reset to factory defaults reset trials? ==
== Does a reset to factory defaults reset trials? ==


No.  
No.




== How can I get my trials reset? ==
== How can I get my trials reset? ==


We'd be happy to reset your trials, however this will be at the discretion of your Account Manager (Support will '''not''' do this directly). You'll need to check the 'Allow Support Access...' checkbox under Config > System and provide your Account Manager with the UID of the NG Firewall box in question for us to complete the reset, though a small percentage of installations (mostly those in bridge mode) may need to enable SSH as outlined [http://wiki.untangle.com/index.php/Enable_SSH here].
If the 30-day trial period isn't long enough, you're welcome to contact Sales to request an extension: [mailto:edge.sales@arista.com email Sales]
 


== Do my other applications still work after my trials expire? ==
== Do my other applications still work after my trials expire? ==


Yes. The [http://www.untangle.com/index.php?option=com_content&task=view&id=86&Itemid=179 open-source (free) products] remain in your rack and never expire.
Yes. Only paid applications (''i.e.'', those requiring a license) are disabled once a trial expires.




== How do I turn-off auto-renewal, unsubscribe or cancel the subscription for one or more paid products? ==
== How do I turn-off auto-renewal, unsubscribe, or cancel my subscription? ==


There are two ways to cancel your subscription.
You can change your auto-renewal setting via this process: [https://support.untangle.com/hc/en-us/articles/115012350588-How-to-enable-or-disable-Auto-Renewal Enable or disable auto-renewal]. Once a subscription expires, it will be automatically cancelled.


First, you can simply disable the auto-renewal feature inside your store account.  This is located on the '''My Subscriptions''' page ('''Server view''' or '''Subscription view''') of our online store.  You just need to click the drop-down by the subscription that you want to turn off the auto-renewal for.  By doing this the subscription stays valid until the expiration date of the subscription, thus giving you the full length of the subscription term you purchased previously.
If you want us to cancel your subscription immediately or if your subscription is too close to your renewal date, you'll need to contact our Sales department for assistance: [mailto:edge.sales@arista.com edge.sales@arista.com]


Second, if you want us to cancel your subscription immediately, you'll need to contact our accounting department at their e-mail address and make the request through to them. [mailto:accounting@untangle.com]


== I just purchased a product, however it is still reporting as a trial version? ==
== I just purchased a product, however it is still reporting as a trial version? ==


First please make sure the subscription has been assigned to your UID. [https://support.untangle.com/hc/en-us/articles/115012197907-How-to-assign-transfer-a-subscription Here is a link to our Knowledge Base] that describes the assignment process.
First, make sure the subscription has been assigned to your UID. Follow this process to assign your subscription: [https://support.untangle.com/hc/en-us/articles/360018036573-How-to-assign-a-subscription-to-an-appliance How to assign a subscription to an appliance]


If the Untangle still shows trials try the following:
If that doesn't solve the problem:
From your NG Firewall, click '''Config''' then click '''About''', then select the '''License''' tab and finally click '''Refresh''' in the lower left corner. This will force the Untangle to refresh license status from the license server.
From your NG Firewall, click '''Config''' > '''About''' > '''License''' and click '''Refresh''' in the lower-left corner. This will force the NG Firewall to refresh license status from the license server.


== How do I know if my subscription needs to be enabled for renewal? ==
If you still have some time remaining on a trial, and you assign a subscription to the NG Firewall, the trial may still take precedence until it expires. At that time, the paid subscription will automatically "take over".


If your subscription is not set to auto-renew at the end of the current subscription period, you'll need to enable that renewal prior to the expiration date to ensure there is no interruption to the service on your NG Firewall  To determine if you need to enable renewal on your subscription(s), here are a few easy steps to follow:
#  Login to your Untangle Store account [http://store.untangle.com]
#  Click on the '''My Subscriptions''' link on the left side of the screen
#  You'll then need to click the '''Subscription View''' on the upper right-side of that screen
#  You will be able to see if something is '''Enabled''' or '''Disabled''' for the Auto-renewal


== How do I renew my subscription(s)? ==
== How do I renew my subscription(s)? ==


If you need to enable your subscription(s) for renewal, here are the steps necessary:
Most subscriptions are set to renew automatically. If you have disabled auto-renew on a subscription and you'd like it to renew, you can re-enable that option via this process: [https://support.untangle.com/hc/en-us/articles/115012350588-How-to-enable-or-disable-Auto-Renewal Enable or disable auto-renew]
 
#  Login to your Untangle Store account [http://store.untangle.com]
#  Click on the '''My Subscriptions''' link on the left side of the screen
#  You'll then need to click the '''Subscription View''' on the upper right-side of that screen
#  You will be able to see if something is '''Enabled''' or '''Disabled''' for the Auto-renewal
#  You can change it from '''Disabled''' to '''Enabled''' by click the drop-down and selecting the appropriate option.
 
== I've renewed my subscription, but the renewal date remains unchanged.  Why? ==
 
If your subscription is enabled for renewal, but the renewal date still shows the same date as before, don't worry.  Because we won't charge your account for the subscription renewal until the renewal date, the renewal date will not change until that charge takes place. 
 
For example, let's say you enabled a subscription for renewal with a renewal date of November 11, 2010.  On November 11, 2010, we will charge your account for the cost of the renewal, and update your renewal date to November 11, 2011. 
 
Remember, if your subscription does not appear when you click on the Renewals link in your Untangle Store Account, that means it is enabled for renewal.
 
 
== What is an "Upgrade Order"? ==


First, you can upgrade from one product to another, i.e. from just Web Filter to Complete Package.  To accomplish this, you'll need to contact our sales team at [mailto:sales@untangle.com] and they will send you an e-mail template that you'll need to fill out in order to have accounting do the manual process and billing on the back-end.  You will then be notified when you can do a re-install of the upgraded subscription on to your existing NG Firewall deployment.
If your subscription has expired, it cannot be re-activated; you'll need to purchase a new subscription.


For changes to the duration of your subscription (i.e., one month to annual) or changes to the number of licensed devices (i.e. 1-10 to 11-50), go to your "My Account" page. You will find upgrade options under "Subscriptions".


== I placed an Upgrade Order, but my subscription's renewal date stayed the same.  Why? ==
== How can I upgrade my subscription? ==


Because an upgrade order simply adds a new term to the end of the current term, the renewal date on your subscription will remain unchanged until the listed renewal date.
This article will walk you through the process to upgrade a subscription: [https://support.untangle.com/hc/en-us/articles/115012377108-Upgrading-an-appliance-subscription Upgrading a subscription]


For example, let's say you placed an Upgrade Order to convert a subscription from a Yearly to a 2-Yearly term on June 15, 2010, and the current renewal date is July 1, 2010. On July 1, 2010, the renewal date on your subscription will be updated to July 1, 2012.
If you run into difficulties or the change you'd like to make is not available through ETM Dashboard, you can contact Sales for further assistance: [mailto:edge.sales@arista.com edge.sales@arista.com]

Latest revision as of 16:30, 18 January 2023

How does Arista NG Firewall licensing work?

Each NG Firewall that you have deployed must have its own subscription: you cannot buy one license and share it across multiple NG Firewall deployments.

Your seat count is determined by the number of networked devices inside the network which will be protected by NG Firewall. If you already have NG Firewall installed you can click on the Hosts viewer in the top navigation bar to see the devices on your network.

Our current pricing model allows you to purchase a monthly, 1-year, 3-year or 5-year subscription for any given NG Firewall deployment.

For licensing purposes, a user is defined as a device (PC, laptop, printer, &c.) on the network. If multiple people use the same computer, it still counts as one user.

Any hosts in excess of the allowed number will be automatically bypassed (not protected by NG Firewall applications).

NG Firewall tracks the number of devices connecting through it, and user environments that exceed the license entitlement will be flagged for further review. At this time, we do not automatically disable the software when usage exceeds the license count, but we reserve the right to do so after review of the violation(s).


How do I transfer my paid license?

License reassignment is described in our online knowledge base at How to transfer a subscription to another appliance


How do I purchase an NG Firewall subscription?

Subscription purchases can be completed by contacting your Account Manager or edge.sales@arista.com.

You can also purchase directly through our website:

  1. Log into your ETM Dashboard account.
  2. Click the orange GET STARTED button in the upper right-hand corner of the website, then select Buy to get started.


How do I decide which products I should purchase?

We recommend contacting our Sales department for assistance choosing the correct products & subscriptions for your network.

US Toll Free: +1 (866) 233-2296

International: +1 (408) 598-4299

You can also email the Sales department at edge.sales@arista.com.


I reinstalled my NG Firewall software. Why can't I reinstall my paid subscriptions?

Your NG Firewall subscription purchases are associated with your UID. When you reinstalled your NG Firewall, your UID changed. This is true even if you restore from a backup: the UID is not saved as part of a backup, only your configuration.

For help on transferring the subscription, please refer to this article: How to transfer a subscription to another appliance.


What happens if I stop paying Arista ETM for my subscription(s)?

When your NG Firewall communicates with the licensing server your license will be revoked. You will no longer be able to use paid applications. You will see 'No License Found' on the Apps page for any app that requires a subscription.

It's very easy to get your account back working again by contacting Sales (edge.sales@arista.com) to renew your subscription.

Note that your subscription only determines whether an application will function, but does not affect your settings. If your subscription lapses accidentally, it will return to its "normal" state once you've renewed your subscription.


What's a UID?

A UID (or Unique IDentifier) is a unique 16-character alphanumeric code that identifies your NG Firewall or Micro Edge installation. You can locate your UID in your ETM Dashboard account, on the Appliances page, or in the product's own GUI. In NG Firewall, the UID is found in Config > About and in Micro Edge, it's in Settings > About.

  • If you reinstall your NG Firewall or Micro Edge, you will get a new UID, and you will need to transfer any previous subscriptions to the new UID.
  • If you reset to factory defaults, your ETM product keeps its UID.

The UID is also required for Support to identify your ETM device and verify eligibility for support.


How do I know if my subscription was canceled?

If your subscription was canceled, either because you unsubscribed or for non-payment (i.e. your credit card expired), that subscription no longer appears under Subscriptions in the My Account area of ETM Dashboard.


How do I know if my NG Firewall trial has expired?

You can identify an expired trial by looking at the application's icon on the Apps page in NG Firewall. If expired, you'll see a message indicating No License Found. If it hasn't expired, then the message indicates how many days remain before the trial expires.


Can I make configuration changes to an expired trial?

Yes. When a trial expires for a software product, you can still access the applications's configuration tabs and make changes to the product; however, the product is disabled.


If a trial expires and then I purchase, what happens to my settings?

In a word: nothing. A trial expiration doesn't delete your configuration settings for a product. When you purchase the product, NG Firewall simply enables the paid applications, preserving all configuration settings that you set during the trial period.


Does a reset to factory defaults reset trials?

No.


How can I get my trials reset?

If the 30-day trial period isn't long enough, you're welcome to contact Sales to request an extension: email Sales


Do my other applications still work after my trials expire?

Yes. Only paid applications (i.e., those requiring a license) are disabled once a trial expires.


How do I turn-off auto-renewal, unsubscribe, or cancel my subscription?

You can change your auto-renewal setting via this process: Enable or disable auto-renewal. Once a subscription expires, it will be automatically cancelled.

If you want us to cancel your subscription immediately or if your subscription is too close to your renewal date, you'll need to contact our Sales department for assistance: edge.sales@arista.com


I just purchased a product, however it is still reporting as a trial version?

First, make sure the subscription has been assigned to your UID. Follow this process to assign your subscription: How to assign a subscription to an appliance

If that doesn't solve the problem: From your NG Firewall, click Config > About > License and click Refresh in the lower-left corner. This will force the NG Firewall to refresh license status from the license server.

If you still have some time remaining on a trial, and you assign a subscription to the NG Firewall, the trial may still take precedence until it expires. At that time, the paid subscription will automatically "take over".


How do I renew my subscription(s)?

Most subscriptions are set to renew automatically. If you have disabled auto-renew on a subscription and you'd like it to renew, you can re-enable that option via this process: Enable or disable auto-renew

If your subscription has expired, it cannot be re-activated; you'll need to purchase a new subscription.


How can I upgrade my subscription?

This article will walk you through the process to upgrade a subscription: Upgrading a subscription

If you run into difficulties or the change you'd like to make is not available through ETM Dashboard, you can contact Sales for further assistance: edge.sales@arista.com

Retrieved from "https://wiki.edge.arista.com/index.php?title=Purchasing_%26_Subscription_FAQs&oldid=28532"