Giva Service Management™ Suite License Options for the Cloud
What are Giva license options? How do they work?
Giva's three license options:
Licenses can be mixed to provide the most economical alternative
What are Giva license options? How do they work?
The whitepaper discusses Giva's three license options and how they work. Giva has Fixed Licenses, Concurrent Licensees/Tokens and Floating Licensees/Tokens. Licenses can be mixed to provide the most economical alternative that matches the resource requirements of our customers.
Giva License Options
Licenses can be purchased in any combination of Fixed Licenses, Concurrent Tokens or Floating Tokens that makes the most economic sense for your organization. There is a minimum requirement of 5 of any type or combination. For example, 3 Fixed Licenses and 2 Concurrent Tokens would meet the minimum requirement of 5.
This document will help you understand the advantages of each license approach.
Users: These typically are IT, customer service, etc. employees that have access to the Giva system. Licenses are required.
Customers: These are employees or your customers who are not accessing Giva except if they are using our self-service options. They maybe accessing Giva, but they only have access to their own service requests. Licenses are not required.
No License required for most employees/customers:
Only IT, customer service, etc. employees need a license to log into Giva. Your employees or customers that access Giva to open service requests, check on status, search the knowledge base, etc. do not require a license.
A Fixed License enables a User unrestricted access to the Giva system. A Fixed Licensee can access the Giva system at any time. A Fixed License is required for all personnel that are working in the capacity of Level 1 customer support, Level 1 help desk or in a System Administrator capacity or as a Change Manger. A unique Fixed License is assigned to each User and cannot be shared between Users. A Fixed License can be reassigned at any time to another User due to turnover, reassignment, etc.
Concurrent Licenses and associated Tokens:
A Concurrent License enables a User unrestricted access the Giva system. A Concurrent License Token must be available for a Concurrent Licensee to login to the Giva system. The pool of Concurrent License Tokens purchased is shared by all Concurrent Licensees.
When using Concurrent Licenses, you should purchase a sufficient number of Concurrent Tokens to match the total number of logged in Users that you desire to have simultaneous access to the Giva system. If a Token is not available when a Concurrent Licensee logs in to the Giva system, then the User will be denied access. The User will be prompted with a message containing all the Users currently utilizing an active Token and their respective phone numbers. Any Concurrent Licensee who has been inactive for 1 hour or more will have their Token made available for any Concurrent Licensees desiring to log in to the Giva system. "Inactive" means that they have not viewed a new page in 1 hour. If a Concurrent Licensee logs out of Giva at anytime, then the Token is returned to the pool of Tokens and available for others.
Concurrent Tokens cost more than Fixed Licenses, since they can be shared. The cost per user is lower since Concurrent Tokens are shared with a group. The larger the group of Concurrent Licensees relative to the number of tokens purchased, the lower the cost per user. For example, there can be 25 Concurrent Licensees registered in the Giva system and 5 Tokens will allow any 5 Licensees to be simultaneously logged in.
Floating Licenses and associated Tokens:
The rights given to a Giva Floating Licensee are very liberal. A Giva Floating Licensee can log in and access any modules or sections of the Giva system without requiring a Floating Token at log in (a Concurrent Licensee requires an available Concurrent Token).
A Giva Floating Licensee can create and look at reports, create service requests, create change requests, search the knowledge base, etc.-all without requiring a Token. A Floating Token is only required to be available at the moment that a Giva Floating Licensees clicks "Save" after editing a service request or a change request.
If a Floating Token is not available, then the User will be denied access to save the edit. The work will not be lost. The User will be prompted with a message indicating that a token is not available and to try saving their edit again in 15 minutes. Their work will remain in the service request or change request.
Any Floating Licensee who has been inactive for 1 hour or more will have their Token made available for any other Floating Licensee desiring to save an edit. "Inactive" means that they have not viewed a new page in 1 hour. If a Floating Licensee logs out of the Giva system at anytime, then the Token is returned to the pool of Tokens and available for others.
When Giva sells this license, we require a 5:1 ratio (rounded to the nearest whole number); there needs to be no more than 5 Floating Licensees in the system for each Floating License Token purchased. The Giva Floating License is an innovative way to provide access to a larger group of Level 2/3 people and management that will not typically be editing on a regular basis.
The Giva Floating License cannot be used by Level 1 people.
Floating Tokens cost more than Concurrent Tokens and Fixed Licenses, since they can be leveraged. The cost per user is lower since Floating Tokens are shared with a group. For example, there can be 20 Floating Licensees registered in the Giva system and 4 Tokens will allow any 4 to simultaneously edit a service or change request, but all 20 Users can be logged in to Giva at the same time.
IT Help Desk Whitepapers
- How Does Your Help Desk Measure Up? - A Help Desk can cut costs and enhance productivity. Is yours meeting the mark?
- Considerations for Outsourcing: Service Desk - A guide to improving your Service Desk and Service Delivery performance through outsourcing
- Looking Beyond the Sticker Price - "What it really costs to operate a call tracking system" - Summary of Acquisition and Lifetime Costs