There is a known issue with the licencing of customer subscriptions that began from 1st January 2019, where the company changed the rules of purchase so that your subscription started from the date you paid, rather than the 1st of the next month. 

This was part of wider actions to remove unpaid time at the start and end of subscriptions in line with the Chorus rollover our new contracts.


As a result of this there are a number of scenarios to be aware of that customers may contact us about. These are detailed below with the corrective action you should take:


1) CUSTOMER PURCHASED BUILDING, LANDSCAPE, SCHEDULER OR CONTRACT ADMINISTRATOR BETWEEN 1ST JANUARY 2019 AND 30TH APRIL 2019


Issue: Their subscription will end on the last day of the month before - i.e. if their subscription ends 15th February then their licence will expire on 31st January and they will potentially lose days. Customers have all been emailed to notify them of this issue and encouraged to call up to re licence.


Solution: Re-license their subscription as normal through Pivotal on the licensing screen for the appropriate product against their records and the licence will be corrected. NOTE - For any end dates other the first of the month, the expiry date will be at the end of that same month meaning that the customer gets a short grace period - this is correct behaviour.


If the subscription end date is the 1st of the month, the expiry date will be the end of the month prior - which is correct behaviour and how Pivotal has worked previously.


Exceptions: Contract Administrator and Scheduler Customers who are re licensing in the month prior to the end month of the subscription - see notes 2 and 3 below



2) SCHEDULER AND CONTRACT ADMINISTRATOR CUSTOMER IS RE LICENSING IN THE MONTH BEFORE THE SUBSCRIPTION IS DUE TO END (E.G. ON 15TH APRIL ON A 29TH MAY SUBSCRIPTION END)


Issue: The licensing module will behave differently and issue a subscription end date 30 days from when the unlock code is issued - i.e. in the example above until 15th May. This will result in the customer receiving less time on their licence than they are entitled to. You will be aware of this scenario arising when you re license as you will receive the following pop up in Pivotal:


Solution: On receiving this message, you should switch to using the Temporary Licence Generator in Pivotal rather than licensing through the customer records. You should then issue a licence with the correct end date of the subscription.


3) SCHEDULER AND CONTRACT ADMINISTRATOR CUSTOMER WITH A SUBSCRIPTION END DATE OF 1ST OF MONTH IS RE LICENSING 2 CALENDAR MONTHS BEFORE THE SUBSCRIPTION IS DUE TO END (E.G. ON 15TH APRIL FOR A 1ST JUNE SUBSCRIPTION END)


Issue: When re licensing in this scenario, the licence generator will give the customer until the end of the month where the subscription is due to end rather than the 1st of the month. In the scenario above the customer would receive a licence with an expiry of 30th June. You will receive the following pop up in Pivotal in this scenario:


Solution: No action needed. The customer will receive a month's grace period due to this system quirk.


NOTE: In reality the chances of scenario 2 and 3 arising are very slim but we must be aware of these scenarios so we can offer the best experience to the customers when and if we do receive a support request.