This deal was a license over-deployment issue where the customer's team had high turnover and the skills were not there to manage our product properly.
Due to this, there were far too many identities associated with licenses compared to what they owned.
Ended up being escalated to an executive meeting between my company and theirs as they were furious about a dispute over interpretation of our EULA language.
None of these things end well in legal battles. So we proposed a compromise that carried a strong value proposition - Move to our SaaS platform and decommission the on-premise licenses. If you do this we'll forgive your over-deployment.
The benefit to the customer other than avoiding the over-deployment ($$$ was the same to pay off the settlement or migrate to SaaS due to creative discounting :) ) are that they now are engaged with a managed service which removes all of the on-premise management issues they were facing. It also has a different license model that's impossible to over-deploy.
Two weeks into implementation of the new platform and the customer is very pleased with the outcome.
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