Purchasing & Subscription FAQs

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 https://support.untangle.com/hc/en-us/articles/115012197907

What's a voucher and voucher key?

A voucher is a "gift certificate" for a specific NG Firewall package or individual application. A voucher key is a unique alphanumeric code that you redeem to apply a subscription for NG Firewall.

When do I use a voucher?

A voucher provides you a way to delay activation of your subscription. If you are a 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?

See Redeeming a voucher.

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.
3. Select the product you'd like a subscription for.
4. Choose your options (license count, renewal term, and so on).
5. Click Add to Cart once you're done configuring the subscription.
6. Click Continue Shopping if you need to add more subscriptions, or Checkout if you're ready to purchase.
7. Enter billing information and complete your purchase. If you've made purchases on this ETM Dashboard account before, your information should be saved.

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 know if my subscription needs to be enabled for renewal?

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:

1. Login to your Untangle Store account [1]
2. Click on the My Subscriptions link on the left side of the screen
3. You'll then need to click the Subscription View on the upper right-side of that screen
4. You will be able to see if something is Enabled or Disabled for the Auto-renewal

How do I renew my subscription(s)?

If you need to enable your subscription(s) for renewal, here are the steps necessary:

1. Login to your Untangle Store account [2]
2. Click on the My Subscriptions link on the left side of the screen
3. You'll then need to click the Subscription View on the upper right-side of that screen
4. You will be able to see if something is Enabled or Disabled for the Auto-renewal
5. 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 [3] 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.

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?

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.

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.