5 Replies Latest reply on Aug 9, 2019 10:44 AM by Betty Neumann

    Lack of detailed licensing information hurts customers

    Roberto Barnes
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      Hi,

       

      I cannot get detailed licensing explanations from either local or regional partners/resellers/reps.

       

      We did get an audit a year ago and results were confusing. I am sure the audit team has a detailed methodology that outlines how to count license use. However, as a customer, I feel very confused by what is and is not included by the licensing we have.

       

      For example:

      1. If I just ping a server: Does that count as an event manager/patrol agent license? What about pinging an IP camera? What about pinging a remote cellular or radio base station?
      2. Is licensing free if we monitor our data center UPSs or emergency power generators using the custom SNMP KM to poll OIDs from a Patrol agent?
      3. If I build an impact model in the cell (without importing the CIs from the CMDB): Is that Impact Management license free? After all, every time I monitor a new component, the cell/TSIM creates a CI, even if I don't import it from the CMDB...(the Impact Manager license overview says "Service impact management that leverages service relationships and data in Atrium CMDB"), i.e., it relates to CIs in the CMDB; but for the base license it states "plus simple service models and reporting across all monitored data sources"...So I guess the base license covers "basic service models").
      4. What happens if I use a load balancer in front of a server cluster: Why does it show as if we are using 10 licenses when in reality we have two servers publishing 8 load-balanced web sites through our balancer (So it shows as 8 web site IPs, plus two server IPs licenses).
      5. If I use a Patrol agent for remote monitoring: why does the server where the Patrol agent live count as a separate license, if we are only using it for remote monitoring severs that are licensed?
      6. Why after I import a service/impact model from the CMDB into TSOM, every CI shows as a separate component for Impact Manager licensing, even if we are looking at CIs that represent software (DB, Application, etc.) inside a licensed server?
      7. Must Solaris zones be licensed separately? Basically a zones is a container, running under the same kernel as the virtual machine (ldom). Can I just monitor the zones from the virtual machine and consume only 1 license?
      8. We have many servers comprising the TSOM environment, for TSPS, TSIMs, cells, EUEM, App Visibility, ITDA, Entuity, etc. Every one of those servers has a Patrol agent, some to monitor the server, but others to run the KM integrating the component to TSOM (e.g., the Application Management KM for App Vis/EUM or the Entuity KM): Do those count as individual licenses? All show in our licensing reports, but, they are there only to monitor the component or to integrate it to TSOM. Why do we need to pay separately? I would like to think BMC includes these licenses as part of their own infrastructure, without counting towards our total Patrol licenses.

       

      This lack of clarity makes us very worried about increasing licensing volume (shall we continue with BMC or look for a different product? How far can we go with current licensing?), since we don't really know what is covered and what is not.

       

      BMC must strive to provide the same information it gives its audit team to its customers, so they can make sure they are within licensing and can, at the same time, maximize the use of the licenses the customer already has. Otherwise, it looks more as "buy more than you need, because you don't really understand what you already have."

       

      Regards,

      RB

        • 1. Re: Lack of detailed licensing information hurts customers
          Roland Pocek

          hi Roberto Barnes

           

          I would suggest pinging your BMC sales rep or contact BMC directly for these questions.

          from what I know event management licenses are needed for each host sending events into event management and impact manager licenses are for devices/computers systems that are part of any service model you are using.

          also there is no difference in patrol licensing if you are monitoring a server locally with an agent or remote with eg the unix/Linux KM

           

          hope that helps a bit

          cheers

          rop

          2 of 2 people found this helpful
          • 2. Re: Lack of detailed licensing information hurts customers
            Roberto Barnes

            Hi Roland,

             

            I cannot get a clear-cut answer on any of these from my rep. That is why I am posting them here...

             

            Cheers,

            RB

            1 of 1 people found this helpful
            • 3. Re: Lack of detailed licensing information hurts customers
              Betty Neumann

              Hi Roberto,

               

              Our apologies that you have had issues with the license compliance reports. I would recommend contacting our Compliance Office with this questions. I have reached out to them as well based on this post, but please do ask these specific and any other compliance questions to the Compliance team.

              License_Compliance_Office@bmc.com

               

              This team can help address this type of question if your Account Manager has not been able to do so. I hope that helps. Please do let us know if you do not hear a response from your questions to the License_Compliance_Office@bmc.com address.

              2 of 2 people found this helpful
              • 4. Re: Lack of detailed licensing information hurts customers
                EDOARDO SPELTA

                Why not posting well defined and official rules somewhere so that everybody can read them ?

                After all, audit teams know these rules, so why not publishing them so that we can all have a clear picture of how many licenses are available ?

                I think i have more or less the same questions of Roberto, besides how easy is to find a sale rep who can discuss about such technicalities ?

                In my opinion contacting a compliance office is going to scare the hell out of customers as they will fear it will trigger an audit, so it's not something customers will probably do..

                • 5. Re: Lack of detailed licensing information hurts customers
                  Betty Neumann

                  Hi Edoardo, thank you for your post and your concern. I will bring up these points with the license team, but cannot speak to what will be published or what will not be published. There are many variables to each deal and each license so I cannot speak to all the details. I was merely hoping to steer those concerned to a team who can help them. The license team is the best team to contact and will not trigger an audit, audits are not initiated on a whim or a request for assistance. If you have valid concerns regarding your license usage, that is the best team to ask. We will work on providing more details which are readily available and are possibly detailed in the order paperwork, but for now, if you do have specific questions regarding what is counted and what is not, the License Compliance team is the team to work with. I promise, they will not hunt you down and overcharge licenses. Our goal is to help you understand the licensing and how it is counted, so, please reach out and ask your questions.

                  1 of 1 people found this helpful