Open ticket for License Support
Overview
If you need to open a new ticket to our Team to request changes in your license:
Log in with your credentials on the License portal https://xcally.atlassian.net/servicedesk/customer/portal/3
Select โNeed to raise a request? Contact usโ
Select your XCALLY product:
Motion: Current and supported version of XCALLY.
Shuttle: For XCALLY installations of the previous version (no longer supported).
Use this option only if you need to modify the Shuttle license or transfer the Shuttle license to a new XCALLY Motion setup โ which is strongly recommended.
After having selected Motion, you can indicate your request type:
Activate a new license or request a 30 days free demo
Modify your license to update items or add-ons
Request contract change to modify plan, billing frequency and other options
Re-activate your license in case of grace period
License rules
XCALLY applies the following Terms of Service and Contractual Conditions, as per the Contract.
For any appropriate clarification, please contact your account reference.
Invoicing the last day of the month | Advance billing procedures |
Increment Requests: the pertinent fraction will be invoiced at the earliest date | Decrease Requests: if requested by the 20th of the month it will be processed immediately, otherwise in the following month |
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Request Contract Change
You can use the Request Contract Change form if you need to change:
license plan,
support plan,
billing frequency
white label activation.
Choose the option "Request Contract Change", read the information and click on โI Agreeโ
Provide the requested information: License token, Customer Name/Reference and Customer Email address
Select which items you would like to change among:
license plan
support plan
billing frequency
white label
Select the new values for each option that you decide to choose
Confirm the request and click on Send. Our team will proceed to verify data and you will receive a ticket message with the outcome of the operation.
Grace Period / Re-activate License
If you want to re-activate a license due a token change or if your license has expired, you have to select the option Grace Period/Re-activate License
Check the info and start filling the form
Explore this page on Advanced Wiki to retrieve your license status from API and copy log file. This data can be used in the next steps to provide the important details to our support team.
Insert the Customer name/Reference
Please note that the ticket will be managed by our team after an administrative check.
Select the grace period reason
You can check the Grace Period reason from XCALLY Settings menuย ย โ License
Find out more about Grace Period status reading here our documentation
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a. Expired License (trial mode)
If grace period expired and your license is now on trial mode
If the reason of grace period is expired license (trial mode), please insert the old token, upload the log file and provide additional comments in the text area
b. License Deactivated (Grace Period)
If your license is currently on Grace Period (not yet expired)
If the reason of grace period is license deactivated (grace period), please insert the old token, the grace period expiration date, upload the log file and provide additional comments in the text area
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c. New Token Detected (Grace Period)
If you need to move the license to the new generated token
If the reason of grace period is new token detected (grace period), please insert the old token, the new token, the grace period expiration date, upload the log file and provide additional comments in the text area
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3. Confirm the request
You will receive a ticket message with the outcome of the operation
clicking on โCLICK HERE TO REPLYโ you can see your ticket
You can check the ticket status and the details of your request
if you need assistance you can click on Support Request
General Requests
You can choose the form General Requests if you need to send an other type of request, not included in the previous cases.
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you can insert your license token (that you can copy from XCALLY Settings menu โ License) if your request is related to a server
request description
any attachments
and Send your request
You will receive a ticket message with the outcome of the operation
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Related topics
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