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Remedy and ITSM Licensing

What happens if I want to reduce the number of Remedy licenses?

What is the difference between the new (Blue) and the old (Green) pricing model?

Are volume discounts available?

Can licenses be exchanged?

Is it possible to purchase AR System license for in-house development purposes?

RRR Related

Can I run RRR|License or RRR|Log without uploading files to your site?

Is support included in the subscription fee?

I have downloaded a second copy of RRR|Offline and it says that it is not licensed.

Will RRR|License or RRR|Log work for all BMC products?

When is a Remedy license assigned?

When is an ITSM Application license assigned?

Is it possible to run RRR|License for a certain group of users?

Can I use RRR|License if I have a Server Group?

What happens if I want to reduce the number of Remedy licenses?

If you have Remedy licenses that you longer need, it might be a good idea to reduce the number of licenses in order to save on yearly support costs. This is how it is done:

First of all, you don’t “return” Remedy licenses, in the sense that you can never get them back or that you get some kind of refund. A license you have purchased is yours, whether you want it or not. So, what you actually do is that you simply stop paying maintenance for it.

This can only be done when you are up for renewal, so you should make sure to request a renewal quote based on the Remedy license numbers you want to reach. When requesting this renewal quote, you should include the following statement in the mail:

“As of the Support Anniversary Date the products and quantities identified above are no longer enrolled in Support (Unsupported Products).  Customer agrees to de-install and cease use of the Unsupported Products.  Customer may re-enroll the Unsupported Products in Support, subject to BMC’s then current Reinstatement Policy.”

When your new renewal period starts, you go into the license form and re-set the Remedy license counts to whatever new levels you have. This is of course a very important step, since you would otherwise be in violation of the Remedy license agreement.

What happens if you want to start using some of the non-supported licenses again? You will then contact your BMC representative and ask them for a renewal quote for those licenses. You will be required to pay back maintenance for those Remedy licenses, so if they have been non-supported for three years, you will pay three years of back maintenance.

What is the difference between the new (Blue) and the old (Green) pricing model?

The old pricing model Is called “Green pricing” and under that model you were able to purchase only the AR System license and then add the applications you liked. This pricing model is still available for those customers who originally bought their system under the green pricing model.

The new pricing model is called “Blue pricing” and the AR System licenses now come bundled with one or more application licenses. It is therefore no longer possible to purchase only AR System licenses. Blue pricing is always used for new customers. There are different bundled offers available, where purchasing an BMC Remedy IT Service Management Suite license gives you everything and the smallest possible purchase is a BMC Service Management Specialist license.

The price lists are sometimes also called BSM Solution Pack (=Blue) and Service Management (=Green)

Are volume discounts available?

Yes, volume discounts are available. The discount level is based on the number of licenses you purchase and the number of licenses you own. An example:

One discount level is 50 licenses. Two situations:
- If you do not already own any licenses and purchase 60 licenses, you pay the 50+ discount level price for all of them.
- If you already own 55 licenses and purchase five more, you pay the 50+ discount level price for the five licenses

Volume discounts are only given by specific license, for example BMC Change Mgmt Floating (Concurrent) or BMC IT Service Mgmt Suite Fixed (Named).

It might for example be cheaper to buy 50 licenses instead of 42 because the volume discount kicks in. Ask your sales representative.

Can licenses be exchanged?

Yes, BMC are OK with doing a license exchange in a Remedy system, as long as the ratio 2.5 fixed for every 1 floating is used. This means that you can reduce the number of fixed licenses by 5 and increase the number of floating licenses by 2, or reduce by 2 floating and increase by 5 fixed.

This can be done by simply changing the number of available licenses in the license form, but the BMC re-seller should be notified of the change, so that the next support agreement will reflect the correct number of licenses.

Is it possible to purchase AR System license for in-house development purposes?

If you are on the new (blue) pricing model, it is not possible to purchase AR System licenses. However, purchasing a BMC Service Management Specialist license will give you exactly the same functionality, and some more things, as the old AR System license did.

If you purchase a new system, you would need to set up the base by also purchasing an BMC Remedy IT Service Management Suite license (the same principle as the old AR Server license)

Can I run RRR|License or RRR|Log without uploading files to your site?

Yes. Download RRR|Offline and install it on any Windows PC. You can then run both product locally.

Is support included in the subscription fee?

Yes. Support, as well as adaptations to the latest Remedy ARS version is included in the subscription fee.

I have downloaded a second copy of RRR|Offline and it says that it is not licensed.

You can have more than one RRR|Offline installed, but after the first installation, you must contact us before using it, so that we can license it.

Will RRR|License or RRR|Log work for all BMC products?

No. They will only work for Remedy AR System and ITSM.

When is a Remedy license assigned?

It is a common misconception that licenses are only assigned when a user does a Submit or Modify. This is not the case. In fact a license is assigned whenever a user does any type of search in the system, which includes table refresh and active link set-fields, among other actions. In 99% of the cases a license gets assigned to a user at login. A user needs to be completely inactive for one hour before the license is released.

When is an ITSM Application license assigned?

The same rules applies as to the basic AR licenses, with the difference that the user needs to access forms that are connected to the application in question. For example when a user opens the Overview console, and the list of Incident, Problems, Changes etc are potentially shown, all application licenses will be assigned immediately.

Is it possible to run RRR|License for a certain group of users?

Yes, you can create RRR|License statistics by Group ID in the User form. This can be quite handy if you want to analyze Remedy usage by department or by customer (if you run multiple customers in the same Remedy system). The group must be an explicit group, it cannot be dynamic.

Can I use RRR|License if I have a Server Group?

Start user logging on all servers in the server group, making sure that you set the sticky/persistent setting turned on for your load balancer. Once you have enough data, zip all log files into one and upload it to our site. In some cases this does not work and we will then provide you with a utility called RRR|LicenceMonitor that will poll usage at regular interval, creating a user log file that can then be uploaded to our site.