Greetings:

We have a support ticket open for approximately one week without an answer; I opened a sales ticket this morning with no answer.

Does anyone know the cost of additional log sources (right now our limit is one, and we have some customers who need two or more log sources)?

Does anyone know the cost of additional profiles?

Thank you.

Sure, I know that.

Each additional 300 profiles is $5/month with a $10 setup fee. Each additional log source is $2/month.

Greetings Aaron Conklin:

You answered faster than support and sales via the ticket system; thank you.

Though, someone should investigate why tickets get ignored.

That stated, if 300 profiles (which include one log source) is $5 per month, why is just one additional log source $2 per month?

And if I want one additional log source added, what specific steps do I need to do to have The Planet support team add the additional log source?

Thank you.

> That stated, if 300 profiles (which include one log source) is $5 per month, why is just one additional log source $2 per month?

I am not certain of the cost basis of the price structure, just that this is the structure as its documented in the price list.

> And if I want one additional log source added, what specific steps do I need to do to have The Planet support team add the additional log source?

I believe you would go through a standard Sales RFQ and then the Sales rep would process the order and support would upgrade your license key. At that point you would use that license key when setting up the software.

Greetings Aaron:




If sales is not responding to my ticket, then how would I move forward with adding one or more additional log sources?

Thank you.

Dynamicnet,

If you PM me your ticket number I will get a sales rep to reply to the ticket and get the process started.

TP-KellyH

Greetings:

Thank you for getting the ticket responded to given that the ticket system was not being responded to outside of asking for help in the forums.

I replied to the ticket asking for one (1) additional log for a specific domain name (in the ticket).

Can you see that some one responds by Monday or Tuesday?

Thank you.

Dynamicnet,

I have someone assigning your license now and your ticket should be updated shortly. I apologize for the delayed response. If you have anymore questions or concerns, feel free to PM me.

Thank you,
TP-KellyH
Sales Engineer
The Planet

Greetings:

They did give me a new license key, but no instructions on how to install or otherwise upload the license key.

Can you please point me to the instructions on how to upload the key they provided?

Thank you.

Dynamicnet,

I will get your ticket updated ASAP.

Thank you,
TP-KellyH
Sales Engineer
The Planet

Greetings:

They are still playing around with SSH.

I asked for step-by-step instructions; and they completely ignored my request.

If I had the instructions this would have been done yesterday by myself rather than this constant back and forth where you wait hours in between responses.

While I work to get them cleared up for remote SSH (why they don't use the console I don't know), can you please ask some one to get me instructions so I can take care of this issue?

Thank you.

Dynamicnet,

Once again, I apologize for the delay. Your new license has now been installed. If you have anymore questions or concerns, feel free to PM me.

Thank you,
TP-KellyH
Sales Engineer
The Planet

The upgrade is done by tech support(for now). However we do not keep upgrade instructions on hand. Replacing an old serial in urchin is not a simple point and click procedure. The command line scares some people, and if you miss one of the arguments the outcome could be quite unpleasant.

For those of you who are curious, this is done by typing:
/usr/local/urchin/util/uconf-driver action=set_parameter recnum=1 ct_serial=<new key goes here> uconf-driver action=set_parameter recnum=1 ct_license=0

Then you need to log back into urchin, and fill in the serial, as well as all your registration information again.

Greetings:

Thank you.