Enterprise license upgrades - how?

[Pru]

We bought a 25-seat enterprise license of NOD32 a couple of weeks ago and it turns out we need 25 licenses total. I called ESET USA and, bless their hearts, neither person I talked to could confidently answer my question. I know ESET is still the little guy in the USA AV world but seriously, one would expect SOMEONE could confidently answer a basic enterprise licensing question. My reseller can't answer this question yet since I was the first one to buy NOD32 from them. They seem as baffled as I am. So can anyone on here actually tell me how the process works?

* Do I buy a special 5-license upgrade and get a new .LIC file to put on my RA server so it now accepts 30 seats?
* Do I buy a special 5-license upgrade and get a new user name and password to put on my RA server? [the ESET rep said it probably works this way]
* In the meantime, will my unlicensed clients #26, 27 and 28 be protected using the same user name and password that my 25 legitimate clients use? They don't show up in the RA so I'm a little worried.

All in all I'm impressed with NOD32 Enterprise and hope I never regret tossing Symantec Corporate Edition for it. Thanks for any help...

[agoretsky]

Hello,

If you can send me your contact information in a private message (PM) I will have a sales person contact you with a detailed explanation of how licensing works, but in a nutshell, when you increase the number of seats you receive a new license which covers the total number of computer protected, and then restart the service in order for the new license to be recognized.

Regards,

Aryeh Goretsky

[Pru]

Originally Posted by agoretsky

Hello,

If you can send me your contact information in a private message (PM) I will have a sales person contact you with a detailed explanation of how licensing works, but in a nutshell, when you increase the number of seats you receive a new license which covers the total number of computer protected, and then restart the service in order for the new license to be recognized.

Regards,

Aryeh Goretsky

Thanks Aryeh, I was contacted by my re-seller this morning and they apparently found someone at ESET who could answer the question. Once we get the new licenses I will post the definitive answer on here.

[Pru]

I finally got my 5 extra enterprise licenses. What a long, painful process! Two weeks ago I submitted a second support request to ESET and this time they provided me the name and number of an ESET rep who could help me. Within 20 minutes I had my five new licenses.

Oddly enough, ESET sent me two new license e-mails: one containing a 30-seat license file that I replaced on my server, but then a few minutes later I got a 5-seat license. Both e-mails had different license files with different names and passwords. I think that means there's still a bug in ESET's upgrade system, but I'm happy now that I can manage all 30 machines.