HelpMaster Pro Enterprise Edition Licencing

Why make life complicated? HelpMaster Pro Enterprise Edition has a simple licencing model.

Simple Licencing Model for "Staff"

“Staff” are defined as the users of HelpMaster Pro. They are typically the employees of the company that has implemented HelpMaster Pro, and work on the helpdesk. They are the “technicians”, or users of the software.

HelpMaster Pro Enterprise Edition staff licences are managed on a concurrent user basis. This means that you need to purchase as many licences to cover the maximum number of staff that could be logged into the HelpMaster Pro desktop edition at any one time. These licences can be used by anyone throughout your entire organization, provided that they have a HelpMaster Pro logon account. Furthermore, the HelpMaster Pro application can be installed on as many machines as you like throughout your organization. Once the number of staff logged into HelpMaster Pro has reached the number of licences owned, additional staff will not be able to log on until someone logs off first.

HelpMaster Pro Enterprise Edition staff licences are consumed by both the Desktop Edition as well as the Web Interface edition. This means that regardless of which product the staff member logs onto (either the Desktop Edition or the Staff Web Interface), 1 concurrent licence will be used.

Example Staff Licence scenario.

Your company has 5 helpdesk technicians (staff) that will require access to HelpMaster Pro. You purchase 5 HelpMaster Pro licences to cover this. Because your 5 staff move around the office from machine to machine, you decide to install HelpMaster Pro on 20 different machines. (You can install on as many machines as you like) All 5 staff members can log on and use HelpMaster Pro (Desktop edition, or Web Interface) from any machine. Should a 6th staff member attempt to logon while your 5 concurrent licences are already being used, they will receive a message alerting them that all 5 licences are currently being used. If one or more staff members log off, then this staff member will be able to logon. At all times, you will only be able to have up to your limit of concurrent users logged into HelpMaster Pro at the same time. Simple!

Simple Licencing Model for "Clients"

“Clients” represents the people that use your helpdesk as a service.

Clients can be permitted access to the HelpMaster Pro helpdesk through the Client Web Interface. This allows them to log, view and update their personal helpdesk jobs. Furthermore, the web interface allows clients to search the knowledge base, update their person details and utilize other “self-service” features of the HelpMaster Pro web module. Clients are licenced differently to staff. Instead of being a concurrent licence, client access licences (CALs) are “named licences”. This means that you have to purchase, and specifically assign a licence to each client that you wish to have web self-service access.

Client Access Licences (CALs) are supplied in blocks of 100. The first block is provided with the web module and additional blocks may be purchased at any time. Each client with access is allocated a CAL by the HelpMaster Pro administrator, or when they self register via the web interface. When a client leaves, or no longer requires web access, the CAL is free to be reissued to another client.

Example Client Licence scenario #1

Your company supports 1800 clients. If you would like all 1800 clients to be able to utilize the HelpMaster Pro Web Interface, you will need to purchase 1700 additional Client Access Licences (CALS). Assuming your company decides to purchase only 1500 CALS. The HelpMaster Pro administrator issues 1000 of these CALS to 1000 specific clients so that they can use the HelpMaster Pro Web Module The remaining 500 CALS can be issued to clients at a later time and/or be automatically allocated to clients who register with your support web site

Example Client Licence scenario #2

Your company supports 5000 clients. If you would like all 5000 clients to be able to utilize the HelpMaster Pro Web Interface, you will need to purchase 4900 additional Client Access Licences (CALS) Let's say your company decides to purchase 6000 CALS, thereby having an extra 1000 to cope with expansion. The HelpMaster Pro administrator issues each client a CAL, leaving 1000 spare CALS. The remaining 1000 CALS can be issued to new clients at a later time and/or be automatically allocated to clients who register with your support web site Simple!

Ownership

HelpMaster Pro Enterprise Edition licences are perpetual licences for the version initially purchased. We recommend our Annual Maintenance Subscription (AMS) because then upgrades are included at no additional cost during the subscription period. If you don’t have a current maintenance subscription, contact us and see if you are eligible for a discount.

SQL Server licences

No SQL Server licences are provided with HelpMaster Pro Enterprise Edition. For details on SQL licencing, please visit Microsoft at http://www.microsoft.com/sql/