Renewals, credits & activations

These are the everyday tasks that keep live customers running. Most of it is available to the Support role. You usually start from a search — an email, an organization or a code — and open the customer record. (Support)

Renew an entitlement

Under Licensing → Renewals you get the queue of entitlements expiring within a window (set the date filter; it defaults to about a month out). Open one and Renew to extend the current subscription period. From the same place you can Add Seats or move the customer to a different plan tier to upsell.

You can also renew directly from an entitlement, or from Licensing → Subscriptions for the subscription grants.

Top up credits

When a customer is running low on a metered allowance, top up their balance from the entitlement’s Credits & subscriptions tab. The tab shows what’s been consumed and what remains; a top-up adds credit without changing the plan. How credits draw down against quotas is covered in Metering, quotas & credits.

Manage activations and sessions

An activation (a session) is a running license on a device. Two views:

• Licensing → Activations — every issued license across customers, with its principal, when it was activated and last accessed, its lease, trial and expiry dates, the code, fingerprint and status. Accessed moves each time the device activates with its code again or checks in, so it tells you when the device was last seen. From a row you can download the license file, view session usage, and act on the device (below).
• An entitlement’s Issued licenses tab — the activations for that one grant, in context.

Seats free themselves: a device checks out when it releases its session, and a session that stops checking in lapses at the end of its lease. When a customer changes machines, the new install activates with the same code — a stable fingerprint reuses its seat. To cut off access to the whole grant, disable it: Set Draft, then Set Disabled (a live grant cannot be disabled directly). That stops all its licenses validating.

Free, reset or block a device

When a device cannot release its own seat — the machine failed, was replaced or was stolen — act on its row in the activations list:

• Release seat frees the seat. The device keeps its license and takes a seat again the next time it activates, if one is free.
• Reset device frees the seat and ends the device’s license. The device no longer counts against its activation code’s device limit, so the code can activate a replacement machine. Each reset adds one to Devices reset on the entitlement’s overview, so you can see how often a license has moved.
• Block device ends the device’s license and refuses that device on the entitlement, online and offline, until you unblock it.

Reset all devices, on the entitlement, resets every activation at once and empties the device limit of each of its activation codes. To do the same for several entitlements, select them in the entitlements list and choose Reset devices.

The entitlement’s Devices tab lists the devices you blocked, where you Unblock them. It also holds pre-registered devices. While Requires pre-registered device to activate is on in the entitlement’s Activation policy, activation codes created then admit only those devices. Use Add device with the device’s fingerprint to pre-register one.

A device learns that it was reset or blocked the next time it contacts Oclavex to renew its lease. With no lease time set, the device never renews, so set a lease time under Seat allocation on licenses whose devices you may need to reach.

Offline (air-gapped) activation

For a device with no connectivity, the customer sends you a signed request file; you issue a signed response they import. Do this under Licensing → Offline Activation → Issue Activation Response: upload their request, download the signed response, and send it back. The license must have Allow offline activation on in its license options, or the request is refused. The device verifies the license itself, with no network. Usage gathered offline is brought back the same way. See Activation & sessions.

Approve and unblock users

When a customer’s user is pending or has been blocked, resolve it under Customers → Users: approve a pending account or unblock one that’s been blocked. People reset a forgotten password themselves from the sign-in page; someone who lost the device they use for two-factor sign-in needs an administrator, see Two-factor sign-in. (Inviting new teammates and assigning roles is an admin task — see Set up your account & team.)

Next

• The grant behind all this → Author & publish entitlements
• What’s running → Reports & dashboards