Q1: I plan to have 1,000 users who are going to connect to my VPN server. How many licenses do I need?
A1: This depends! The best thing about our licensing structure is that rather than requiring you to obtain a license for every user you plan to have, you only have to purchase the number of licenses for the number of users you plan to have connected at the same time. For example, if you have 1,000 users, but anticipate that only 10 users will be connected at any given time, then you will only need to purchase 10 concurrent licenses on our website.
Q2: I am not quite sure about purchasing this product. Is there a demo version I can use?
A2: Yes, OpenVPN Access Server by default comes with 2 concurrent licenses out of the box for evaluation purposes. These licenses are for you to use for as long as you want, and with no functionality and time limitations. However, these license keys do not entitle you to professional technical support on our ticketing system, so inquiries can either be directed at our community chat channel at webchat.openvpn.org, or by a network professional at your choice.
Q3: How long do licenses last, and will they ever expire?
A3: Previously, with Access Server 1.8.4 and before, licenses that you purchased never expired on the OS/hardware configuration in which it was activated on. However, licenses can not be reused amongst your servers, and any OS/hardware reconfigurations/upgrades you do will have to fall within your license's support/upgrade period. If you do not plan to modify your OS and/or hardware after your license has been activated, it will be a one-time licensing cost for your server(s). Note that since Access Server 1.8.5 it is required to have valid licenses with valid support term in order to use our product. This is because the Access Server 1.8.5 and higher now uses expiration on licenses so that we can allow the Access Server to reactivate itself in most situations. This was done to make it possible to run Access Server in cloud and high-availability environments where hardware and software changes are to be expected. Note that this is little different from how the older versions worked as before these changes in hardware/software configuration had to be resolved by intervention from our support personnel, and we would only do this if the support term was valid. Now it is automated. For users that wish to continue using Access Server with the old licensing terms, please stay with 1.8.4 or older to be able to use your expired licenses.
Q4: If I plan to deploy multiple servers, can I just buy one license and apply it to all of my servers I plan to deploy?
A4: No, once a license key has been activated, it can never be activated on any other server again. If you plan to deploy multiple servers, you will need to purchase multiple license keys on our website. For example, if you plan to deploy 4 servers consisting of 10 concurrent users on each of them, you will need to buy 4 separate license keys consisting of these 10 concurrent connections (for a total of 40 concurrent licenses).
Q5: What does the "support/upgrade" period include and entitle me to?
A5: Upon the completion of your purchase, 1 year of support/upgrade is automatically added to your license key(s) at no charge. This entitles you to take advantage of our professional support on our ticketing system, as well as our license replacement program for these specific license key(s). Note that since Access Server 1.8.5 it is required to have valid licenses with valid support term in order to use our product. This is because the Access Server 1.8.5 and higher now uses expiration on licenses so that we can allow the Access Server to reactivate itself in most situations. This was done to make it possible to run Access Server in cloud and high-availability environments where hardware and software changes are to be expected. Note that this is little different from how the older versions worked as before these changes in hardware/software configuration had to be resolved by intervention from our support personnel, and we would only do this if the support term was valid. Now it is automated. For users that wish to continue using Access Server with the old licensing terms, please stay with 1.8.4 or older to be able to use your expired licenses.
Q6: How do I access the ticketing system for the OpenVPN Access Server product?
A6: If you currently have a license with an active support/upgrade period associated under your account, you may access the ticketing system under this URL: http://support.openvpn.net/. Please note that the ticketing system is reserved for customers with an active license and an active support/upgrade period associated with any of their licenses. If you do not meet these criteria, please use our community help option at webchat.openvpn.org instead.
Q7: What is the "license replacement program" and what does it cover?
A7: We realize the need for our customers to adapt to continuous change, so we have created the license replacement program to address these concerns. Should you change your OS/hardware reconfiguration within 1 year of your initial purchase, you are entitled to a license replacement for the new configuration you plan to deploy. To do so, simply open up a ticket with the license key you would like us to replace (this license key has to be associated under your support account), the reason for your request, and any other comments or concerns you would like to add. Upon receiving your support inquiry, we will promptly issue you a replacement key after deactivating the license key specified in your request. We currently do not limit the number of times you are allowed for changing your configuration, although we reserve to right to decline any replacements which we deem questionable or invalid. Note that since Access Server 1.8.5 it is required to have valid licenses with valid support term in order to use our product. This is because the Access Server 1.8.5 and higher now uses expiration on licenses so that we can allow the Access Server to reactivate itself in most situations. This was done to make it possible to run Access Server in cloud and high-availability environments where hardware and software changes are to be expected. Note that this is little different from how the older versions worked as before these changes in hardware/software configuration had to be resolved by intervention from our support personnel, and we would only do this if the support term was valid. Now it is automated. For users that wish to continue using Access Server with the old licensing terms, please stay with 1.8.4 or older to be able to use your expired licenses.
Q8: What is your refund policy on license keys?
A8: We offer refunds for any license keys that has not been activated on a server. To do so, please submit a ticket on our ticketing system with the unused license key, the primary holder's email address / primary holder's contact name, as well as the order number associated with the license key. Upon validation of your information, we will make a refund to the original method of purchase and revoke the license key in question.
Refunds are not given for used licenses, or licenses already activated on a server. This is because we assume that you are fully satisfied with the product before purchasing and applying the license key to the server. For this reason, you are highly encouraged to thoroughly test out the software (using the free 2 concurrent licenses mentioned previously) in your environment before deciding to permanently purchase and activate a license key on your servers.
Q9: I was a consultant for a company and I have purchased and applied a license key on their servers for a project I was on. Now the company is refusing to pay for the services I have rendered. Can I receive a refund?
A9: We are unable to offer refunds or assistance for recovery of assets based on personal or civil matters. For this reason, you are encouraged to secure payment before purchasing the product on your own personal funds.
Q10: I am unable to purchase licenses online, and I would like to conduct a purchase offline. Is this possible?
A10: Yes, we currently accept bank transfers/wires for 100+ concurrent license orders. We cannot accept orders smaller than this amount at this time due to the heavy transactional costs associated with the order. For more information on offline licensing options, please submit a ticket on our ticketing system.
Q11: Can I clone/image/copy my system on to another machine without affecting the activation state of my license(s)?
A11: No, as mentioned previously, license keys are tied to a specific OS/hardware reconfiguration, and will deactivate automatically upon being transferred to a machine consisting of a different configuration. If you are within your license's support/upgrade period, please submit a support ticketing requesting that your license key to be replaced.
Q12: I am receiving error messages similar to the following: "License error: machine properties validation failed: verify fail:" What's wrong?
A12: If you are receiving this message while attempting to activate your license key, this means that the license key has already been activated previously, and thus it is no longer valid for activation. As mentioned previously, you will need to purchase multiple license keys for multiple servers you plan to deploy, as license keys cannot be reused amongst different servers at the same time.
On the other hand, you may receive these messages in your system log if you have recently changed your OS/hardware configuration. This means that the licenses have been deactivated automatically because it does not match the same system configuration it was activated under. If you are within your license's upgrade/support period, you can submit a ticket within our ticketing system requesting that your old license key be deactivated and we will promptly issue you a new license for the new configuration the system is presently in.
Q13: I only need 5 concurrent users, how do I get this amount instead of the required 10?
A13: Due to the high transactional costs associated with processing your payment online, we are unable to process any orders with less than 10 concurrent connections at this time.
Q14: Can I split my license keys into separate license keys that can be used by other server?
A14: Yes, we are able to process this request for you if your license key has not been activated. To do so, please submit a ticket in our ticketing system requesting this to be done. Once a license key has been activated, license keys cannot be divided any longer as they are tied to a particular system configuration in which they are activated under.
Q15: What happens after my "support/upgrade" period expires?
A15: Nothing will happen to your servers after your support/upgrade period(s) expire. That being said, you will no longer be entitled to professional support on our ticketing system or to our license replacement program should you do any system reconfigurations after this date. License keys deactivated under these circumstances will have to be accommodated with new license keys purchased on our website.
Q16: Does license activation require access to the Internet?
A16: Yes, in order for our software to validate that your license key is valid, an outbound connection to licensing.openvpn.net on TCP port 443 is made upon license application. The activation process will fail if the software is unable to connect directly to the Internet (without proxies) or if a firewall is preventing this access from happening. Please check with your network administrator to see if such access can be unblocked. If direct access cannot be obtained, you may request an offline activation be done by submitting a ticket on our ticketing system, or by following the instructions outlined in this article.
Q17: I am receiving this error while activating my license: "Fault 9000: 'twisted.internet.error.TimeoutError: User timeout caused connection failure.'" What's wrong?
A17: Please see question 16.
Q18: I am receiving this error while activating my license: "Fault 9000: "twisted.internet.error.DNSLookupError: DNS lookup failed: address 'licensing.openvpn.net' not found: [Errno -2] Name or service not known." What's wrong?
A18: This error is likely due to a DNS resolver misconfiguration or a country-related block on your DNS servers. If you are having troubles activating your license key, please contact us via our ticketing system so we can attempt to perform an offline activation for you.
Q19: Do you offer bulk discounts on large purchases?
A19: We currently do not have any discounts available to the general public for bulk discounts. However, feel free to discuss your needs with our sales team at email@example.com and someone will get in touch with you shortly.
Q20: Do you offer discounts on support/upgrade extensions?
A20: Yes we do offer discounts on this now, as you will see when you go to the purchase licensing screen, there is now the option to purchase more than just 1 year on the license and the longer period you buy, the cheaper it becomes, per year.
Q21: Am I allowed to submit tickets to the ticketing system if I am not the primary license holder, but am situated within the same organization?
A21: Yes, we do allow these requests to be processed, however, non primary license holders will have to provide the following information in their ticket for their inquiry to be processed:
1) The license key in question
2) The primary license holder's contact name or email address
3) The order # that was issued for the license key in question
We require these information from non primary license holders to ensure that these individuals are in fact authorized to make changes to the account, as well as to protect the privacy of our valued customers.
Q22: The license keys my organization ordered were under an individual's account who is no longer with the organization. What can I do to have these transferred/migrated?
A22: Please signup a new support account on our ticketing system and submit a new request asking that we transfer the said licenses to your account. We will need the information listed in answer 21 in order to process your request. The licenses will then be disassociated from the old account and be moved to your account per your request.
Q23: I purchased some licenses on your website and would like instructions on how to connect to your VPN service. Can you provide me with these instructions?
A23: OpenVPN Access Server is a piece of software that you install on your own server, which then provides VPN services to your clients. The licenses you have bought are designed to lift the restrictions on the concurrent connection counts for users connecting to your server. If you do not already own a server in which you can install Access Server on, the licenses themselves will not grant you access to any VPN services. If this was not your intention, and you have not yet activated the licenses you have bought, please submit a refund request on our ticketing system.
Q24: I would like to run a failover setup for my Access Server. Do I have to pay extra for a failover license key?
A24: No, a failover license key is issued free of charge upon request for users using our integrated failover functionality. Third party failover solutions are not covered under this provision and license keys will have to be purchased on our website to cover these solutions. To request a failover license key, please submit a ticket on our ticketing system (note that existing keys cannot be applied to failover servers.)
Q25: I would like to have a load balanced setup, does my current license key cover all of these servers?
A25: No, because load balanced servers allow more concurrent users to be connected at the same time, each load balanced server is licensed individually. For example, if you want each load balanced server in your pool to handle 25 concurrent connections, and you have 4 of these servers in the pool, then you would need 4 x 25 = 100 concurrent licenses total.
Q26: What is the process of migrating licenses from one machine to another, or for OS reinstallation / hardware reconfigurations?
A26: In order to transfer licenses from one system configuration to another, your license keys must have an active support/upgrade period. This period is listed under your license area on our website. Then, prior to your system reconfiguration, submit a ticket on our ticketing system requesting that your old license key to be deactivated and a new one be reissued to you. You will have approximately 1 week to complete the system reconfiguration before the old license key will stop working on your system. For license keys outside of their support/upgrade periods, new license keys will have to be purchased for such reconfigurations, as you are no longer entitled to our license replacement program.