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05-04-2021 08:17 AM - edited 05-04-2021 08:22 AM
05-04-2021 08:17 AM - edited 05-04-2021 08:22 AM
My HPE Software Center aka myenterpriselicense.com - We Are Sorry - download vetting
Hi all,
it seems over the last 12 months HPE has introduced more restrictions around downloading software from my HPE Software Center. On multiple occasions now I've gone through the software selection process (in my case selecting patches and updates for an HPE 3PAR system to be staged locally for HPE's own engineers) and got to the download phase only to get the error message ‘We Are Sorry’ you cannot download at this time....
You then are forced to either reach out via chat or email to licencing to open a case after which you get asked the same set of pro-forma questions :-
-------------
Following up on your request, please advise if you are trying to download the software with your email account myaddress@thing.com
Please also confirm your company name and complete address (e.g. town, street, number, ZIP code, etc.) and if you are the end customer.
If you are not the end user, please also provide end customer`s name and complete address.
Kindly note that we would also need the answers to the below questions:
Is the end-user a government entity? Yes or No
Is the end-user a military entity? Yes or No
Is the end use for military purposes? Yes or No
--------------
Having then asnswered the questions (yet again) you wait a couple of hours before you get another email saying it should now be working.
From where I'm sitting as both a customer and an HPE Partner this does not seem a particularly 'enterprise' class way of obtaining my updates for my company and my customers. Surely if my account is linked appropriately with valid SAIDs then that should be sufficient.
I challenged the licencing team to explain when and how this apparently recent development was introduced however I was politely informed they would not discuss it and to fill out a surveymonkey form.
So I'm putting it out here in the hope someone more senior can respond and explain why these new checks have been instigated and what mitigation has been put in place for situations when there is nobody readily available from licencing (at 3am on Sunday morning) and you have a need to get an update to service a high priority call which is being denied to you despite the fact you've already paid for that access.
I guess I'm seeking some transparency about how this scheme operates as it certainly wasn't like this before. It's certainly not communicated clearly on the portal dialogue. It makes it seem it's more like an error message than what it obviously really is which is effectively vetting.
Hoping someone will have something interesting to say.
thanks.