Goverlan

LICENSE FAQs

How is Goverlan licensed?

Goverlan is licensed per concurrent operator (technician). A Goverlan Operator License permits the management of all endpoints within your organization (or connected via a VPN) at no additional fee.

The following services are provided for an additional charge:

  • Over-the-internet remote IT support (price based on the number of concurrent on-demand or unattended management sessions)
  • Mobile device management
  • On-boarding consulting and training packages

Goverlan licenses are subscription based, billable monthly or annually.


Can I setup my subscription to automatically renew?

To avoid disruption of service and ease subscription renewals, we strongly recommend that you configure auto-renewals with a credit card in our client portal.

Note: Goverlan Inc. does not directly store or process credit card information. All payments for Goverlan subscriptions are processed through Stripe. Stripe exceeds the most stringent industry standards for security. They are also audited by a PCI-certified auditor and are certified to PCI Service Provider Level 1 (the highest level of certification available). Learn more about Stripe’s secure infrastructure at https://stripe.com/docs/security/stripe.


Once my subscription has started, can I modify it?

Yes, you will be able to change the billing cycle, the subscription’s products or quantities at any time.

  • All subscription changes are prorated to the current subscription’s billing period.
  • For product upgrades or additional licenses, charges are processed once changes are confirmed.
  • The removal of subscription products, or the decrease of license quantity results in a credit to your account (not a refund).

Subscription changes can be performed via our client portal if your account is configured for auto-renewal with a credit card. Otherwise, please contact sales@goverlan.com


Once my subscription has started, can I cancel it?

You can cancel a subscription at any time. A subscription cancellation can be set to terminate at the end of the current billing period (in which case no credit is provided), or can be set to terminate immediately (in which case a prorated credit will be allocated to your account).

Subscription changes can be performed via our client portal if your account is configured for auto-renewal with a credit card. Otherwise, please contact sales@goverlan.com


What is your refund / early cancellation policy?

If you choose to terminate your account and you have a credit balance, a refund will be processed for the amount of the credit minus a (10%) cancellation fee.


Does technical support and software updates come with a subscription?

Users with active subscriptions are entitled to technical support via live chat or phone, submitting issues/questions at contact support or accessing the 24x7 on-line resources.

Support is restricted to the troubleshooting of technical issues with our products. On-boarding and training packages are also available for an additional fee.

Active support also provides access to the latest software updates and releases via our client portal.


How many operator licenses do I need to purchase?

The number of licenses you need to purchase is based on the maximum number of Goverlan operators at any given time (number of concurrent operators).

Example 1: If your service desk consists of 30 operators using Goverlan in 3 different shifts and the maximum number of operators using Goverlan at any time is 15, then you need to buy 15 user licenses.

Example 2: If your service desk has 20 operators all using Goverlan in a given work day, then you need to purchase 20 user licenses.


Can I share an operator license with multiple users?

A single operator license authorizes a single sign-on to Goverlan. You can release the license by signing out of the software any time. You can also enable the Floating License mode, which automatically releases the license once the Goverlan program is closed.

Via our client portal, you will be able to configure license policies to:

  • Enforce floating license distribution
  • Automatically release a floating license upon operator inactivity.

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