Handling multi-year subscriptions

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2. Handling multi-year subscriptions

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From time to time, you will run into cases where customer has a multi-year 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.

Problems with multi-year subscriptions:

1. Multi-year subscriptions on a legacy license are automatically generated for the first year only. Multi-year subscriptions on cloud licensing and offline cloud licensing are generated for the full subscription term. Read more at Licensing FAQ.

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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, which shows 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.
   • Please note: licenses for multi-year subscriptions are issued in 12 month blocks
   • Amend the dates to match the relevant time interval - for example, the second annual license for a multi year subscription would have the original start and expiry dates, with an additional year added to both.
   • For example, Start date: 2021-05-01 and End date: 2022-05-01 would become 2022-05-01 and 2023-05-01, respectively.
   • Do not tick the trial checkbox, as this is not a trial!
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.