Licensing questions

Hi,

We're trying to begin using ESET (business AV licenses with RAC), but we're having a horrible time trying to understand your licensing model. We've called countless times (my hold time has been over an hour many times, also) and get different answers from different people (including the resellers we're contacting) so I'm going to try posting my questions here.

We originally got one license along with an eset username (EAV-...) and password. All was well. We then got another license, but it came with a separate username and password. Trying to upload the license using Remote Administrator Console failed.

We called support, and they indicated that it failed and that we got a separate username because the license was generated with a differently formatted name for our company than the original license. I checked the contents of the license files, and that was true. We contacted the reseller, but they didn't seem to think that entering the company name differently would matter.... Eventually they had the added licenses merged with the original license (which isn't what we wanted..we'll be adding 5 or more at a time regularly over a very long period of time, up to several hundred, and merging all of them as we add them would mean we'd lose a lot of time for licenses added later on - not an option). We want to have many licenses in parallel ... 5 | 5 | 7 | 5 etc... each with their own individual expirations. With one username (because that's what we've put in the XML config for the einstaller we're sending out to clients).

So, back story aside, our questions are:

What *is* the ESET username? (EAV-...) ... what does it reflect, precisely? Can multiple licenses be associated with one? Or only a single license?

Can any business license be added to any EAV-... account? Does the license need to be coded (company name formatted exactly, etc) by the resellers to work with a particular account?

When contacting resellers and purchasing licenses, what should we tell them to avoid licenses failing to add as they just did for us?

We're about to jump ship out of necessity (we have to move ahead with things for clients right now), but I like the RAC quite a bit so I'd like not to.

I appreciate any assistance anyone could give me.

Thanks,
Graham

 

Hello Graham,

If purchasing a 5, 10 15, ect. user license, you will receive an EAV-# that covers that user amount, i.e. purchasing a 5-user bundle, your EAV-12345678 license will cover 5 users.

For us to correctly keep everything under one account, the company information for a new license has to match the account information that was previously entered for your previous licenses.

Make sure that they understand that your currently have active ESET licenses and would like to add more to your account. All of your licenses can be attached under one main account in our system. They will have different expiration dates based upon when they were purchased and how many years they cover. At a later date you can also speak with your sales representative about grouping the licenses together.

I will be glad to help if you have any more questions or need more assistance. I have also sent you a PM to further help.

Thank you,
Richard

 

Hi, I replied to Richard's PM, but I've been having trouble contacting him so I'm posting my followup question here as well.

We're about to try to order some more licenses, and I just have one remaining question... if we do specify that we want additional licenses added to our existing company account, will that allow us to use just one username to access the pool for update purposes? You used the word 'account' later in your reply and at this point I'm paranoid and just want to make sure account==username.

The reason I ask is that we have an ESET username (EAV-...) embedded in our einstaller at remote locations, and we don't want to have to try to manage which username goes where manually - we'd rather just have one installer that draws from our pool of seats.

 

Hello Graham,

If you purchase new licenses and just add them to the RA server like you were talking, you will need to use a different EAV number for how many machines that one is for.

Lets say you have EAV-11111111 with 5 seats.
You want to add 5 more so you buy a new license that is EAV-22222222.
5 machines will have EAV-11111111 and the other 5 will have EAV-22222222.
This will be true for every license you add.

However, if you add seats to your existing license, you will have only one EAV number so all your clients will use the same number. If you are going to have many seats, it's going to be easier to have one license.