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Handling multi-year subscriptions


From time to time, you will run into cases where customer has a multi-year(s) subscription. This is only possible if a subscription is purchased through Sales, since there's no option to make a multi-year subscription from CustomersDot.

Problem with multi-year subscriptions:

  1. The license is automatically generated for the first year only. Read more at Licensing FAQ
  2. The license is always generated with the first year's start/end date for any future updates to the subscription.

Workflows

Confirm customer subscription

To check whether the customer has a multi-year subscription:

  1. Navigate to Saleforce and locate the relevant opportunity which generally has a Close date in the recent past
  2. Click on the opportunity → search for quotes → click on the most recent quote
  3. Search for Renewal Term, this show the subscription term for the quote in months

Handling the request

After confirmation and before generating a new license with a proper Start date and End date for the customer, please ask the customer for their system information using the ZenDesk Subscriptions::Active Users macro.

  1. If there are not any Users over license, proceed to generate the new license.
  2. If there are Users over license, confirm that they are accounted for in the quote. Otherwise, follow the Working with sales workflow. We can generate a new license once the Users over license has been paid for.
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