There are times when a customer submits an emergency support request for a new license to replace their expired one immediately. This is problematic when the on-call Support Engineer does not have access to CustomersDot.
This workflow describes the steps to be followed by anyone in Support, regardless of whether they have CustomersDot access, to generate a short-term temporary Ultimate license to de-escalate a weekend emergency.
This workflow does not cover SaaS Subscription Emergencies, see Customer Emergencies Workflow - SaaS License Emergencies.
License requests for a customer with a paid plan, where the license's "grace period" (14 days after expiration) ended within the last 3 days from the current emergency's date.
Request from the customer the following screenshots:
#support_licensing-subscriptionSlack channel to let the team know that an emergency license was generated with the ticket url
[Success] - Created a license under [EMAIL] for [X] users. That issue will have a copy of the license. If there aren't any closed issues, you can look for an open issue which will have information about the failure. If you find it and no license was generated, you can use the tool again to generate another license.