license expires 2

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Somehow we are not allowed to add comments to our first toppic.

still waiting...............

Last Thursday we already asked for a price from another reseller, but no answer yet.

Yesterday we asked for a price from a second reseller, they just mailed that they asked again because supplier is not answering.

Yesterday we received a list of 3 resellers from Aerohive, but because we already have 2 requests pending we didn't use the list yet.

still waiting...............
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admin

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  • very sad

Posted 5 years ago

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admin

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I see now that our complain is removed all together.

Aeohive thinks they did enough and removed our question and we have a system without a license.
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admin

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Our original story, which is so negative that that removed it:

We have 30 AP120 and want to upgrade the firmware and the Hivemanager, our current license expires in 15 days. If we want to upgrade the firmware and the Hivemanager we need a service contract. We can’t buy this service contract from Aerohive. We have to buy it from the reseller. The reseller will not sell us the service contract if we don’t buy their services.
Because we don’t like to do business like this, now we have an expensive product with no possibility to upgrade the firmware and the Hivemanager.
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We just had contact with Aerohive which would contact our vendor and they did.

Our vendor called us and said that if you buy Aerohive you must buy additional support from the vendor and sign a contract, besides the Aerohive licence.

This means that if you buy Aerohive and just want to upgrade the firmware of the access points, it is not possible, you need a licence from your vendor and a contract.
If we buy HP, Draytek or whatever hardware, firmware is never a problem...

Of course we also want to upgrade the Hivemanager and we understand that we need a licence to do that, that’s the same with Microsoft etc.
But it is only available through the vendor and you need to buy their services to, which one we never going to use.

We already have a support license until 14 july 2013, at least that is what we see in our Hivemanager. The vendor now says that we did not bought that and that we also have to buy the licence for the past year; so, if we now buy the 3 year licence we only get a licence for 2 years.

During the purchase we explicitly said that we wanted to buy Aerohive with the right to do firmware updates and Hivemanger updates.

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Yes, I think it is partly a Aerohive problem. It is in Aerohives interest to not only make a good product, but also having good sellingpartners.

Aerohive is looking for a vendor who will sell us the Aerohive-licenses without any strings attached.
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Crowdie, Champ

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Aerohive, like the majority of enterprise wireless vendors, do not support end users directly (except in forums such as this one) and require their resellers to support them. This makes sense as a large number of wireless issues, particularly user issues, can only be resolved onsite. If the reseller cannot resolve the issue they escalate it to Aerohive Support, who work with the reseller to resolve it.

So the question is if a reseller sells you a license to download firmware, which you do, and your HiveManager fails during the upgrade (I am making the assumption for this discussion that you have an on-premise HiveManager) who do you go to for support? Aerohive expects the reseller to support you but they don't want to know as you don't have a support agreement with them. Now you have a broken wireless network and nobody to help you fix it. This is a lose lose situation as your wireless network is broken and Aerohive have an unhappy end user.

What I believe you need is a casual support agreement. The reseller will support you when required otherwise you will keep running the wireless network as normal. The reseller charges you when you need support and everybody is happy.
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admin

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There is a direct Aerohive support (which works very good), so we don't need support from the reseller (exept for buying the product or firmware).

We just want firmware and Hivemanager updates.
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admin

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Hopefully this thread won’t be erased, because I think it can help new customers help to make the good decisions.

I think that when you buy Aerohive, buy it with 3-5 years support. Than you can enjoy the product, which is by the way a good product. We can administer all our access points from our Hivemanger (we use the VMWare appliance)

Update: We finally have a price for the firmware updates for the access points..
Still waiting for the price for the Hivemanger appliance. Why is it so difficult?
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admin

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We just heard from our reseller that we only need to renew the license for the access points to update. We don't need a new license for updating the VMWare appliance Hivemanger. This license is apparently a permanent license.

Does anybody know if this is correct?
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Brian Ambler

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That is correct, when you initially purchase a license for an Aerohive device for use on an on-premise HiveManager that license is perpetual, it never expires. However since supporting the product is an ongoing process, the support contract (which for International customers is through a reseller or other partner) needs to be renewed on a 1, 3, or 5 year basis. It is only with our cloud-hosted HiveManager Online service that you pay a subscription fee for both product support as well as the device license.

Hope this helps
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Crowdie, Champ

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Good to know. Not being an American I don't have the option of direct Aerohive support. Admin, I really hope you get your issue solved.
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admin

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Brian, thanks for your response.

Can you please help us?
Can you give us the productnumbers of the licenses we need?
Than we can give the productnumbers to te reseller.

We have 30 AP120's and one AerohiveManager (Appliance for VMWare)
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Eduard Meelhuysen

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Hi,

Just wanted to make sure that you have received all the correct info. I have had communication with you guys this PM. I hope this will be sorted soon now.

Let me know if you need my further assistance.

Thanks
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admin

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we received the product codes from Aerohive for our 30 AP120's and one AerohiveManager. It looks like the reseller was right and we need only one license per AP and it includes the Hivemanger-support. So if we buy 30 licenses we are covered. It is very confusing if everybody has a different story.

AH-S-SYS-VAD-1YR-100
1 Year VAD System Support, level 3 support, support portal access, limited lifetime hardware warranty, covers AP and HiveManager for 1 indoor 100 series AP

AH-S-SYS-VAD-3YR-100
3 Year VAD System Support, level 3 support, support portal access, limited lifetime hardware warranty, covers AP and HiveManager for 1 indoor 100 series AP

AH-S-SYS-VAD-5YR-100
5 Year VAD System Support, level 3 support, support portal access, limited lifetime hardware warranty, covers AP and HiveManager for 1 indoor 100 series AP
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Eduard Meelhuysen

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The only thing you need to know is:

If you want updates and upgrades you will NEED to have the support activated, if not you will NOT get the updates and upgrades.