Polar Help Desk Professional :: FAQ

Polar Help Desk FAQ Categories

1. Top FAQ
2. General FAQ
3. Installation FAQ
4. User Interface Customization FAQ
5. Users FAQ
6. Active Directory & NTLM Integration FAQ
7. Incidents and E-mail FAQ
8. Service Level Management (SLM) FAQ
9. Knowledge Base FAQ
10. Reports FAQ
11. Licensing FAQ
12. All FAQ In One Page FAQ

Licensing FAQ

What is the price of a Polar Help Desk license?

Please check the current pricing list with the cost calculator for your own combination of named and concurrent licenses.
Special pricing for volume purchases, education customers is also available. For more information on Polar Help Desk pricing, please, call us.

I own an older version of Polar Help Desk. Can I upgrade to Polar Help Desk ?

Yes. You can upgrade and transfer you data from Polar HelpDesk to Polar Help Desk . Please contact our sales department.

Do you offer educational pricing for Polar Help Desk ?

Yes. The Education Edition of Polar Help Desk is available at a 30% discount to qualified educational end-users. For more information, contact our sales department or post a query at the Help Desk.

How do I enter new license key?

Once you have obtained the new key, here is what you need to do to enter new key:

1. Log in to your helpdesk as administrator
2. Enter new license key on Administration Desktop and save it.
   
   

Are the named support licenses transferable?

Yes, the named licenses are transferable; you can add or remove users from named users list in anytime.

I have one named license. Does this mean that I can have one support person and as many users as I need?

You can have unlimited number of customers - service users. Users that are 'only' service desk users and do NOT fall under the 1 user in the license must satisfy 1 condition: they must be in Service Users Role (the group is not important). They can also be in any other role which only sees its own incidents and profile in the Help Desk left menu, and Knowledge Base Browse part.

The crucial difference between the 'supporter' and 'non-supporter' role is in the 'Incident Management Desktop' permission on Role Form - Items tab. All the users who have 'Incident Management Desktop' permission checked are counted in the concurrent license.

Your free maintenance plan, how long is this plan free?

The standard maintenance plan is not time limited. This also means you would receive minor upgrades and bug fixes for free. As we constantly work on the product, upgrades are released on a regular basis.

Standard vs. Premium Maintenance

All Polar products come with Standard Maintenance; this includes all bug fixes and all minor upgrades.

Premium Maintenance: This maintenance plan includes all the features of the standard maintenance in addition to the same day priority response, help via NetMeeting or Remote Assistance, priority bug fixes for your issues started within 1 week. The Premium Maintenance requires an annual maintenance fee: 20% of the license list price.

I am interested in understanding the details of your source code licensing (Our company is interested in the details of your source code licensing).

Polar Help Desk Source License was designed for companies that need to add additional features to our product only for internal usage. Practically that means that this license is tided with one physical location, further more this license prohibits any reselling and redistribution of our product in any form.

If this license is not being adequate for your situation, we are willing to discuss about that so that we can make a license that would suite your needs.

Can I purchase an additional license?

To purchase an additional concurrent/named license please follow the below link and place your order for the Polar Help Desk, one concurrent/named license model.
We will then send you a new license key that you should use to have all your licenses activated. http://www.polarsoftware.com/products/servicedesk/buynow.asp

What is the difference between named and concurrent license?

Here is the difference between the named and the concurrent license model:

• Named license guarantees the user to login to the application at any time and from anywhere. Additionally, the number of simultaneous sessions is not limited for the named license user, meaning he can be logged in from different places at the same time.
  
  
• Concurrent license allows you to add as many users as you like, all with logon access, but only N users can be logged on at one time. N is the number of concurrent users purchased.

Therefore, depending on your needs, you can choose one license or the other or any combination of the two models.

What does a free named license mean?

You can download Polar Help Desk with one named license free of any charges and you can use it commercially. More info is to be found at here.

Should you need more licenses for your support representatives, you can purchase them at any time.

Polar Help Desk licensing models are based on number of Support Representatives (Technician), while the number of customers is not limited.