Portnox Maintenance & License Policy

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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?
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 current prices. We retain customer data for only 90 days after a subscription is canceled, beyond this data from your old subscription will no longer be available with your new subscription. You will also be charged a one time penalty equal to the subscription fee over your “out of support” period.
 
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:

Standard Technical Support

Portnox Technical Support helps with fault finding and troubleshooting related to the setup and operation of a Portnox products and environment for customers under active maintenance. Response times are dependent on the support level contract you have in place.

Your options for creating a support case are:

If the Technical Support Team determines it beneficial to interact with your environment directly, your support representative may host a secure remote session to work with you and your environment. Support is provided primarily in English.

Elite Technical Support

Certain Portnox Customers may be eligible to purchase Elite Technical Support, via a subscription that must be coterminous with Customer’s then current Order. Portnox reserves the right to adjust the eligibility criteria for Elite Technical Support from time to time at its sole discretion. For Customers who qualify and have purchased a subscription to Elite Technical Support in their then current Order, Portnox will assign a Named Support Representative (“NSR”) who will act as the primary support contact for that Customer’s account. Portnox can’t guarantee that the NSR will be available every time the Customer contacts Portnox (our employees get sick and take vacations too), but Elite Technical Support Customers will receive a dedicated, non-published support phone line, access to enhanced 24x7 support coverage and a NSR or equivalently skilled individual with knowledge of that Customer’s environment.

Contacting Portnox

Customers or MSSPs can contact Portnox using the following methods according to their paid subscription plan and benefits:

Web Support Center

success.portnox.com – Portnox’s Web Support Center is the central place for support Products including: support case submission and tracking, knowledge base, recent updates etc. It is the recommended method of contacting support. If Customer or MSSP chooses to contact support in any other way, Portnox’s support personnel will guide Customer or MSSP through the web site to open a case for better case management and tracking.

Email Support

By sending email to [email protected]

Customers or MSSPs who have purchased Elite Technical Support should contact their Account Executive to receive contact details for Elite Technical Support.

Available Service Levels are as follows:

Features Standard Elite
On-line (Web, Email) trouble tickets management ✓ ✓
Access to the support knowledgebase ✓ ✓
Resource center access ✓ ✓
Unplanned service disruption notifications ✓ ✓
Planned service updates notifications ✓ ✓
24 x 7 x 365 Global Support   ✓
Priority trouble ticket processing   ✓
Dedicated phone line to support engineers*   ✓
Named Support Representative (NSR) *   ✓
Global Technical Support Manager Escalation & Case Review**   ✓

* Portnox will assign a Named Support Representative (“NSR”) who will act as the primary technical support engineer, this engineer is not dedicated, they support multiple customers, in multiple regions.

** Coordinates, prioritizes elite support cases and escalations to ensure customers receive the required attention, available for case reviews

Contacting Portnox

Customers or MSPs can contact Portnox using the following methods according to their paid subscription plan and benefits:

Web Support Center

success.portnox.com – Portnox’s Web Support Center is the central place for support services including: support case submission and tracking, knowledge

Email Support

By sending email to [email protected]

Portnox End of Life Policy

Overview

Portnox strives to continually innovate and evolve our software to provide customers with more secure and robust products. As a part of this continued effort certain products and/or product versions will reach the end of their product life cycle. There are several reasons why products reach the end of their product life cycle, including product obsolescence, security issues, new software releases, market demands, and technology innovation

This article outlines Portnox’s communication and transition plans for any discontinued software product and version. While Portnox shall utilize commercially reasonable efforts to meet these EOL milestones for its software, there may be circumstances pertaining to the Software that make it unable to do so. Technical Support means technical assistance provided to Portnox customers eligible for support under a current, paid maintenance or subscription contract. This includes general guidance about Portnox Software and any workarounds, bug fixes, etc. that have been designed prior to the EOE Date.

 

End of Life (EOL) Announcement

Portnox will publicly post the EOL Announcements on the support section of Portnox.com. The EOL Announcement should precede the End of Life Date by up to 6 months.

 

End of Life (EOL) Date

EOL Date means the date when all support shall cease for a discontinued Release of the Software.

 

EOL Dates for Portnox CORE

Event Date
Messaging all customers February 2023
EOL for CORE 3.42 and older July 2023
EOL for CORE 3.47 and older January 2024

 

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. r.

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?
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.

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. You will also be charged a one time penalty equal to the maintenance fee over your “out of maintenance” period.

What if I want to add more ports to my perpetual license?
Portnox is no longer selling new CORE Perpetual licenses. If you are an existing CORE perpetual license customer and would like to add more ports, you can purchase add-on CORE Subscription (term license) ports or migrate to a CLEAR subscription license. CORE and CLEAR subscriptions include maintenance costs, so you will not need to pay for maintenance on incremental CORE Subscription ports.

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 lapse and your product stops working, you will need to purchase a new subscription based on then-current prices. You will also be charged a one time penalty equal to the subscription fee over your “out of support” period.

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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