HP Software LICENSE KEY PROCESSES

Transcription

1 HP Software LICENSE KEY PROCESSES Requesting License Keys during Normal Business Hours How to obtain support Emergency License Key Process Updated January 2013

2 Requesting License Keys during Normal Business Hours What is License Key Fulfillment? License Key Fulfillment is the process for requesting and receiving electronic license keys to unlock software products. This can occur after HP Order Management has processed the customer s purchase order and delivered the software product to the end user. Many times, new product releases also require current owners of that product to obtain a new license key in order to upgrade to a new version release. What you need to know Licenses can be version-specific, depending upon the product family. A License Key is required to unlock software modules and features. Some products purchased include an initial temporary license installation until a perpetual license key can be obtained. The license key will unlock the functionality that you purchased. Some products may have additional functionality built in that requires separate license purchases/keys to unlock. Customers can obtain licenses through the licensing website as explained in the electronic delivery receipt. Licensing for Enterprise License Agreement (ELA) customers is a unique process tailored to each customer, and is managed in a separate section of the Licensing Website. What is the License Key Fulfillment process? You can find an informational guide on the Licensing Portal home page the Quick Start Guide. From the HP Licensing for Software home page you can also access: Help document Frequently Asked Questions (go to Help document first, to find the FAQs) How-to Demos 2

3 To obtain help with either licensing or product delivery Go to Select Submit a new service request From the drop down menu please select: Licensing for licensing key issues Electronic product delivery for software fulfilment issues ELA administrator request for ELA licensing (SAWS) issues Investigate Support Contract for support contract and SAID issues Specify the SAID you are going to use. Enter the case title, case details and attachments. For additional license key assistance: Contact one of the following regional license centers. If your request is an emergency and it is after the normal business hours of your regional center, you may contact another center by phone or to help with your request. Americas (English, Spanish, Portuguese, Japanese) [email protected] (English & Spanish) 7 am - 7 pm GMT-6 Europe, Middle-East & Africa (English, German, French, Italian, Spanish, Russian) [email protected] (English, German, French, Italian & Spanish) 7 am 4 pm GMT Asia-Pacific & Japan (English, Chinese, Korean) (Japanese) [email protected] (English, Chinese, Japanese) 8:30 am 5:30 pm GMT+8 For more HP Software support information go to: 3

4 HP Software Emergency License Key Process To support customers that require a license key during off hours such as weekends or holidays, HP Software has put in place an Emergency License Key Delivery process. This process provides time limited (typically 14 days) emergency license keys. This enables technical support engineers to assist customers 24 x 7 when their system is down due to licensing key issues. Customers can engage the HP Software Technical Support teams by Submitting a case via the Software Support Online website Or by calling one of the regional support teams listed at The emergency license key will provide temporary product functionality, while any entitlement or license key recognition issues are addressed. Customers must have an ACTIVE support contract in order to receive an emergency license key. These license keys are not intended to be used as an alternative method to extend product evaluations or trials on products that have not been purchased. 4

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