Portnox Maintenance & License Policy

What do you get with an Active Subscription?

An active subscription entitles you to full use of the service, all product updates, and fixes as well as Technical Support. Technical Support hours depend on the level of Support purchased by each customer

 

What happens if my CLEAR Subscription expires?

We allow for a 30-day grace period following the expiration date during which the product will continue working. When your subscription and your grace period expires, the product will cease to function.  Furthermore, if you open a Technical Support ticket with an expired subscription, your ticket will be transferred to the Customer Success teams.  We can respond to your Support ticket only after your subscription is renewed.

 

What happens if I renew my subscription after the expiration date?

We allow for a 30-day grace period during which the product will continue working.  If you are actively working with Customer Service to renew your subscription, we can extend the grace period another 30 days.  During the grace period, we will also respond to Support tickets.

If you let your subscription fully lapse and your product stops working, you will need to purchase a new subscription based on then-current prices.  We cannot promise the data from your old subscription will still be available with your new subscription.

 

What if I renew one product but not another?

If you renew one product but not another (e.g., renew NAC-as-a-service, but not TACACS+-as-a-service), the functionality of the non-renewed product will be discontinued after its expiration date, but the other product will continue.

 

What happens if I exceed the device count specified in my CLEAR license?

For RADIUS-as-a-service and NAC-as-a-service, we allow for customers to exceed their license by 5% or up to 50 devices, whichever is smaller.  After that number, to add new devices, customers must manually delete devices or wait for some devices to automatically age out of the system so their licenses can be reclaimed.

However, if a customer exceeds their license, Customer Success or Sales will contact the customer to allow them to upgrade their license to match their usage.

For TACACS+-as-a-service, we do not allow customers to exceed seats or device limits.

New Active Maintenance/Subscription SLA:

On-line (Web, Email) trouble tickets Management
Access to the support knowledgebase
Resource center access
Direct phone access to support engineers
Priority trouble ticket processing
Unplanned service disruption notifications
Planned service updates notifications
Dedicated Technical Account Manager Available at an incremental fee as specified in an applicable Order

Perpetual

What do you get with Active Maintenance?

Active maintenance entitles you to receive Technical Support, new releases, and product fixes until maintenance expires. Note that some new features are available only to subscription customers. Technical Support hours depend on the level of Support purchased by each customer.

 

What happens if my Maintenance expires?

With perpetual Portnox licenses, you can continue to use product features after maintenance expires, but once your maintenance license has expired, you lose access to all future product updates.  Furthermore, if you open a Technical Support ticket with an expired maintenance license, your ticket will be transferred to the Customer Success teams.  We can respond to your Support ticket only after your license is renewed.

 

What happens if I renew my Maintenance after the expiration date?

You can renew your maintenance up to 60 days after the expiration date with no financial penalty.  If you pay late, your maintenance term will be backdated to the original expiration date.  There is no benefit to waiting until after the expiration date.

If you wait longer than 60 days after the expiration date, we will require you to buy a new license.  We no longer sell new perpetual licenses.  You will be required to buy a new subscription license at 70% of the current subscription list price.

 

Subscription

What do you get with an Active Subscription?

An active subscription entitles you to receive Technical Support, new releases, and product fixes until the subscription expires. Technical Support hours depend on the level of Support purchased by each customer.

 

What happens if my Core Subscription expires?

When your subscription expires, the product will cease to function. Furthermore, if you open a Technical Support ticket with an expired subscription, your ticket will be transferred to the Customer Success teams. We can respond to your Support ticket only after your subscription is renewed.

 

What happens if I renew my subscription after the expiration date?

If you let your subscription fully lapse and your product stops working, you will need to purchase a new subscription based on the current list price to make it work again.

 

What happens if I exceed the device count specified in my CORE license?

We allow customers to exceed their license by 5% or up to 25 devices, whichever is smaller. After that number, the product will no longer allow new devices to be added. To add new devices, customers must manually delete devices or wait for some devices to automatically age out of the system so their licenses can be reclaimed.

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