One of the reasons we can deliver the enterprise-class capabilities in AuthAnvil Password Solutions to small business IT Professionals is through our constant refinement in our processes and technology. We leverage technology to optimize how we work with our clients and to keep our costs down so we can pass those savings onto you, our customers.
One great example is the AuthAnvil Licensing Manager (ALM). This is a piece of software that is installed inside the server components that randomly checks in throughout the month and reports to us how many seats of any one product is in use. We average those checkins throughout each month, and then charge you for what you have actually used at the beginning of the next month. This way, if you purchased 50 tokens but only assign 10 of them to staff, we would only bill you for those 10 seats for that month. It is one of the reasons you will find we are so much less expensive than many of our competitors; we use a utility-based billing system that charges you AFTER you have consumed the service. This way you don’t have huge upfront fees, and only pay for what you use. Better to pay $50 for last month’s usage than $3,000 in advance for something you may not fully use!
You can read more about our subscription billing model here.
Now, today I saw a tweet from a customer that was not happy with how this system works. While I am not privy yet to the actual conversations Andrew has had with some of my team, it appears he feels we are hiding behind technology in how we processed his account usage. I am guessing this stems from the fact he doesn’t understand how the ALM has worked for him up to this point, which is really too bad. While it has been public for years, it’s understandable that our customers don’t think about it because it works so well. Well, at least for most people.
In any case, it doesn’t matter. We strive to make sure our customers are absolutely delighted with our solutions and services, and it’s clear we have failed to deliver to Andrew’s expectations. While I have already tweeted to Andrew that I would be happy to personally connect with him to help him uninstall any software that is still checking in that he doesn’t want to, I wanted to make sure that going forward this process is better documented for all our customers. So I have asked my Customer Service Manager to write specific documentation on how best to uninstall AuthAnvil Password Solutions so customers can know EXACTLY how to stop the ALM from checking in with us.
You can now find that documentation here.
Andrew, I want to personally apologize that we haven’t been able to meet your expectations today. I do hope though that you now understand how our software and billing works, and have the information you need to ensure going forward that any servers you have AuthAnvil on that are still checking in get turned off. Of course, my offer on Twitter still stands. I would be happy to work with you to do this if you need any help.