INTERNAL: Meraki MX/Z Security and SD-WAN Licensing
Handling Z4 Teleworker ENT License Issues in Organizations Using ADV License Type
As per MX-22096, Z4 Teleworker ENT licenses are unable to be claimed in organizations that are currently using the ADV license type. Customers are expected to continue using Z4 licenses according to their organization's current MX/Z license type.
We are currently working on a fix to correct this, but it will take time. If a case related to this comes to you, please proceed with the following steps:
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Explain to the customer that this is a known issue that is being looked into and that their licenses can be upgraded at no additional cost
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Fill out the following Google Form for tracking: https://forms.gle/sKVPpbvSRsmHjpEk8
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Send the case to Support Operations
For Support Operations Only (If you are an NSE, do not attempt to perform these steps)
Support Operations has MX-PM’s Approval to convert Z4/Z4C licenses from Enterprise to Secure Teleworker. When you receive a case from Support, check that the information is correct and fill out the Support Operations fields (columns O through S) as you convert the licenses.
License Conversion Tracking Sheet: https://docs.google.com/spreadsheets/d/1VuJUcA8yfPOlIcoImOpzcH-KnFlUJm9uwanm78OItXA/edit?usp=sharing
However, if the number of licenses to be converted is larger than 50 please go through the following steps:
- After filling out the Google form, email meraki-mx-pm@cisco.com informing them of the conversion, and include the following information:
- Support case number
- Customer Org Name
- MCN
- Order number
- Number of licenses
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Once the email has been sent, go to the Column titled “Notify MX PM of a large Conversion” and change the corresponding cell to “Yes”
Once these additional steps have been completed, you have approval to convert the licenses.
Handling vMX Enterprise License Upgrades and Organizational Scenarios
With the introduction of the Advanced Security SKU for the vMX, vMX ENT licenses are unable to be claimed in organizations that are currently ADV Sec or SD-WAN+ license type. Customers are expected to use the vMX ADV Sec SKUs if their org is Adv Sec or SD-WAN+.
- What will happen to existing customer organizations with vMX Enterprise licenses?
Customers with existing vMX Enterprise licenses, will continue to work as is until it's time for renewal and would require to be upgraded to Advanced Security at the time of renewal if their MX organization level license is Advanced Security or Secure SD-WAN Plus.
In-addition, there is currently a grace period where if a customer has purchased a vMX Enterprise license, they can call into support and get their license upgraded to Advanced Security. For orders, post the grace period the standard RMA process should be followed to return the Enterprise license and get it swapped for an Advanced Security license.
- For Support Operations Only (If you are an NSE, do not attempt to perform these steps)
Support Operations has MX-PM’s Approval to convert vMX licenses from Enterprise to Advanced Security. When you receive a case from Support, please make sure that it's either a new order/renewal and offer to convert the Ent to Adv Sec license.
- How to handle Org splits/license moves for customers with existing vMX ENT license?
As mentioned in MX-35079 customers with multiple existing Ent vMX license keys are unable to do license moves. More specifically, support is unable to migrate the license from Ent to Adv Sec for vMX as there are multiple ENT vMX license keys in the org, causing conflicts when they try to upgrade one or the other. For, example if they try to upgrade LIC-VMX-x-ENT-xY > LIC-VMX-x-SEC-xY, it fails as there is another LIC-VMX-x-ENT-xY in the org. The solution to resolve this is to run a one-use script in the backend, which would make that change to all keys in the org before replaying them. If a customer org runs into this issue, please refer to the following steps:
1. Explain to the customer that this is a known issue that is being investigated and that their licenses can be upgraded to Advanced Sec at no additional cost
2. Fill out the following Google Form for tracking: https://forms.gle/sKVPpbvSRsmHjpEk8
3. The one-use script will be run every other Friday and the spreadsheet would be updated. Check the "Fixed" column to confirm if the customer org has been updated.