I recently encounter a user’s service request, and he posed a very interesting question.
He said that he noticed on his usage reports that ther were “usage charges” on the report associated with Generative Components, which he believed was a free program, but that notwithstanding, they still appeared. The user was under the impression that the product was without charge, and if so why the usage charge?
There were some inquires made with regard to this issue, and here is the information that was gleamed, and used to rectify the issue going forward. There were some questions asked initially:
(Q) What Type of Account? And which licenses did the user see as available on their side using the License Manager? (A) Any, No GC will be seen until the site is updated.
(Q) And are they actually being charged for over-usages?
(A) No, since this is a free product. Usages were triggered as overages due to an internal error.
Explanation of Occurrences and Resoluation:
One of the reasons that this was happening is because it appears this product is now checking for a license or the free license was removed from baseline. What we also discovered is that this is a typical issue we run into. Changes were made on the back-end and now are resolved. Certainly we can explain that it’s a free product (and for the user to ignore the notification DAILY), but this is a short term fix.
The user will still be getting notifications of over usage from the SELECT server (SELECT server can’t differentiate between free and billable usage). The real solution is to add this application to the baseline in unlimited quantity. The good part is the issue can be easily resolved by marking the site for update, so that is to say:
Hosted – SR needed for Licensing, site will be marked for updated. GC will be verified and confirmed to user.
Deployed – No SR needed but we can verify/work with the user. Deployed can instantly pull a new file with GC if it is missing. See Deployed SELECT server Manual License Update
These actions taken by the licensing team in conjunction with the Support Product teams helped to resolve this issue and answer the questions once and for all.