You would like to know if Lithium licenses are perpetual and how the support contracts are based.
Lithium production licenses are perpetual, whereas any licenses provided for labs or testing purposes are temporary licenses.
Support contracts should be renewed/updated by working with your Account Manager.
Information related to licenses can be found in the license file.
On MGR node, the file is available under
On non-MGR nodes (in a multi-instance environment), the file is available under:
where <user-name> = tpsuer01,tpuser02,...tpuser09
More information related to customer's Support contract can also be found in the NewNet Customer Master Support sheet 2019-2021.
Checking for support entitlement
When in need to confirm the support entitlement of a customer, the source of truth is in the tags of the organization in Zendesk:
- If the org DOES NOT HAVE any of the tags "support_expired" OR "credit_hold" then ALWAYS provide support.
- If the org HAS any of the tags "support_expired" OR "credit_hold" then NEVER provide support and follow Support for Customers with no active license.
This is an example of the tags in a company with an expired support contract.
When a ticket is raised from an organization with one of the above-mentioned tags, you will see a warning internal note in Zendesk.
In case of a discrepancy between the Master Support Sheet and the above Organization Tags, there is no need to double-check with Account Management. Take the decision solely based on the Organization Tags.