Your best bet is to call in and make it a P2 and keep them on the phone until it’s resolved.
From: cisco-voip [mailto:[email protected]] On Behalf Of Charles Goldsmith Sent: Thursday, January 8, 2015 7:28 PM To: Mike Cc: voip puck Subject: Re: [cisco-voip] Licenses upgrade issues Agreed whole heartedly, it has lots of room for improvement. Before 10.x came out, it was painful, it seems that it's worse now. The GLO seemingly overworked and the waiting on BU response I always get is frustrating. My current case has been open since Dec 14th, almost a month. I get emails about once a week with a stupid request for info that was already in the original case notes from the very beginning. When I ask for an escalation to the BU, I hear nothing back until the next week, and it's another inane request, ignoring my escalation request. I have not called and asked for the Duty Manager yet, once I get down to less than 10 days left, I'll be forced to do that, but I shouldn't have to on something that I gave all of the relevant info for up front, including a list of the SO# (all purchased in the last 18 months). On Thu, Jan 8, 2015 at 5:08 PM, Mike <[email protected]<mailto:[email protected]>> wrote: Actually I beg to differ. It’s a system that needs to be improved upon. From: Josh Warcop [mailto:[email protected]<mailto:[email protected]>] Sent: Thursday, January 08, 2015 7:01 PM To: Mike ; 'Dana Tong'; 'Erick Wellnitz'; 'Charles Goldsmith' Cc: [email protected]<mailto:[email protected]> Subject: RE: [cisco-voip] Licenses upgrade issues It's not a nightmare. It's a consequence of losing important information. ________________________________ From: Mike <mailto:[email protected]> Sent: 1/8/2015 6:52 PM To: 'Dana Tong'<mailto:[email protected]>; 'Josh Warcop'<mailto:[email protected]>; 'Erick Wellnitz'<mailto:[email protected]>; 'Charles Goldsmith'<mailto:[email protected]> Cc: [email protected]<mailto:[email protected]> Subject: RE: [cisco-voip] Licenses upgrade issues Dana, I’ve been down this road before. You need to do the following: 1) Have your Cisco account team open a PSTS case 2) Find out if the ESW contract changed and became unattached from UCSS 3) SO# this one is huge..sorry to say it’s your golden ticket for entitlements you need to find it 4) Find all the emails from your previous upgrades you would have needed to prove entitlements to get those so finding that will def help 5) Cross your fingers Welcome to the Cisco licensing nightmare ☺ From: cisco-voip [mailto:[email protected]] On Behalf Of Dana Tong Sent: Thursday, January 08, 2015 6:10 PM To: Josh Warcop; Erick Wellnitz; Charles Goldsmith Cc: [email protected]<mailto:[email protected]> Subject: Re: [cisco-voip] Licenses upgrade issues Hmmm. Kind of hard. They went from 4.1(3) on MCS hardware to 6.0 -> 6.1(3) Then purchased CUWL and went to 7.x And migrated to 8.6(2) on UCS B series And finally upgraded to 10.x. Plus moved offices 4 times in the process. Will see if they have the original PAKs. From: Josh Warcop [mailto:[email protected]] Sent: Friday, 9 January 2015 8:35 AM To: Dana Tong; Erick Wellnitz; Charles Goldsmith Cc: [email protected]<mailto:[email protected]> Subject: RE: [cisco-voip] Licenses upgrade issues You're not going to get far until you can prove what was paid for. They are not being unhelpful intentionally as their systems can only go back so far. Being that old those records are no longer online and have been archived. If the client has lost everything including PAK keys you're going to have to get with the Cisco AM or that original partner to dig up entitlements. Hint: PAK keys have the Cisco SO written on them typically in the bottom left corner. All of this should've been done prior to the upgrade using the LCU utility and case opened with Cisco to check entitlement. ________________________________ From: Dana Tong<mailto:[email protected]> Sent: 1/8/2015 5:19 PM To: Erick Wellnitz<mailto:[email protected]>; Charles Goldsmith<mailto:[email protected]> Cc: [email protected]<mailto:[email protected]> Subject: Re: [cisco-voip] Licenses upgrade issues Hi Erick, They did all of the LCU Tool stuff prior to upgrade. All of the contracts were active at time of upgrade. I still have the common issue of only obtaining licenses that the new PLM reports and not what the customer has paid for. The original purchase (SO#) was some 8 years ago with another partner. Cheers Dana From: Erick Wellnitz [mailto:[email protected]] Sent: Friday, 9 January 2015 8:04 AM To: Charles Goldsmith Cc: Dana Tong; [email protected]<mailto:[email protected]> Subject: Re: [cisco-voip] Licenses upgrade issues That's what we did to make sure everything was good with their contracts contained the right licenses. Then go through the pre-upgrade process to verify then the post upgrade goes pretty fast. 5 calendar days, three of which were weekend and holiday, for my last upgrade. On Thu, Jan 8, 2015 at 2:51 PM, Charles Goldsmith <[email protected]<mailto:[email protected]>> wrote: Get the customer's Cisco AM involved is my advice. On Thu, Jan 8, 2015 at 2:47 PM, Dana Tong <[email protected]<mailto:[email protected]>> wrote: Guys, A customer of mine did an upgrade last August and still has not been able to obtain the licenses that they are entitled to. The customer first bought CUWL licenses some 8 years ago and have had an active and valid UCSS and ESW contract for this entire time. Global Licensing provided the customer with a mix of UCL Enhanced and Enhanced Plus licenses at the time of upgrade to get the system operational. (They didn't have their Owner ID's set and it was an 8-10 upgrade.) They've been battling with GLO ever since to get their CUWL licenses. In the 5mths since the upgrade the customers UCSS went overdue but they have since renewed with SWSS. GLO still won't provide the licenses. Does anyone have any suggestions on how to get some traction here. Regards, Dana Tong _______________________________________________ cisco-voip mailing list [email protected]<mailto:[email protected]> https://puck.nether.net/mailman/listinfo/cisco-voip _______________________________________________ cisco-voip mailing list [email protected]<mailto:[email protected]> https://puck.nether.net/mailman/listinfo/cisco-voip itevomcid
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