Pricing FAQs for SupportCenter Plus version 11.0 and above

The Business Units feature in SupportCenter Plus is renamed as Portal in SupportCenter Plus version 11.0. A portal in SupportCenter Plus is a customer support division/vertical that can have its own set of configurations and processes, specific to a product or service.

For example, to manage support for Product A and Product B effectively, an organization can launch two different portals in SupportCenter Plus, one for each product. Each of these portals can be on a different edition of SupportCenter Plus; the portal for Product A can be on the Standard edition, and the portal for product B can be on the Enterprise edition of SupportCenter Plus. Each of these portals can have its own set of support representatives, users, templates, automation, customizations, and so on.

Earlier, pricing was based on business units (BUs) and support representatives, where the support representative count was common across BUs. Beginning with SupportCenter Plus 11.0, the support representatives' license will be specific to a particular portal. Visit our store for pricing details.

The new pricing policy has introduced the following changes in the licensing structure:

1. No edition-wise restrictions on the number of portals.

   Until SupportCenter Plus 11.0, the number of portals (formerly known as business units) were restricted to three in the Professional edition, and 10 in the Enterprise edition out of the box. With the latest update, a single installation of SupportCenter Plus can manage up to 20 different portals, each one in the edition of your choice.

2. Support representative licenses are portal-specific.

   Earlier, the support representative licenses were not tied to any specific portals (formerly known as business units). Beginning with SupportCenter Plus 11.0, the support representative licenses are portal specific. For example, if an organization has two portals in SupportCenter Plus, one for Product A with five support representatives in the Standard edition, and Product B with five support representatives in the Enterprise edition, the organization has to purchase five support representative licenses for the portal of product A, and five support representative licenses for the portal of Product B for the corresponding editions.

   Bottom line, a support agent license can be mapped to a single portal only. For the agent to be part of a second portal, additional license needs to be purchased.

• Immediate changes

  All existing customers (applicable only to SupportCenter Plus 8.1 users until 11.0 PPM is released) of SupportCenter Plus will be grandfathered in their current subscription costs. To facilitate easy transition into the new portal-based licensing model, as a one-time offering, all customers will be provided with new licenses equivalent to their current subscription at the same cost. Any addition or change in terms of the number of support representatives, portals, or editions to this arrangement will be considered an upgrade. More information on how upgrades will be handled is provided below.

  For instance, a current customer in the Professional edition with three BUs and 10 support representatives pays USD $2,995 in the old pricing scheme. With the SupportCenter Plus 11.0 update, the customer can automatically obtain licenses for three Professional edition portals with a maximum of 10 support representatives in each portal for the same USD $2,995.

  For any changes to your current subscription, such as adding support representatives, upgrading editions, etc., please reach out to us at sales@manageengine.com for more information.

• Renewals

  As mentioned above, all customers of SupportCenter Plus (applicable only to SupportCenter Plus 8.1 users until 11.0 PPM is released) will be grandfathered in their current subscription costs, until or unless they opt for an upgrade. More information on how upgrades will be handled is provided below.

• Upgrades

  In the new portal-based licensing model, upgrades can happen in three ways (applicable only to SupportCenter Plus 8.1 users until 11.0 PPM is released):

  1. Adding a new portal

     When a customer chooses to add a new portal to the current setup, the new portal will be charged according to the new pricing structure which will come into effect from August, 2020.

     For example, if the same customer with the three Professional edition portals that have been grandfathered in at the earlier subscription costs, but now chooses to add a fourth portal to the Enterprise edition with 10 support representatives, the customer will be charged USD $1,795 for the fourth portal, based on the new pricing model.

  2. For cases b) and c) below, the new pricing structure will be applicable for the additional purchases, and the exact pricing details will be calculated based on the customer requirements by the sales team at the time of the upgrade.

  3. Adding more support representatives to an existing portal

  4. Upgrading an existing portal to a higher edition

First, confirm that you have upgraded to the latest version of SupportCenter Plus (version 11.0 and above). Second, go to Global Settings in the top-right corner of SupportCenter Plus, and then click Portals to add a new portal, and to view the existing portals.

A single installation of SupportCenter Plus can run up to 20 portals at a time.

Yes, each portal on a SupportCenter Plus installation can be on any edition— Standard, Professional, or Enterprise.

No, you are only allowed to have one portal that uses the free access allotment of up to five support representatives. For all other portals, you'll need to pay based on the number of support representatives you have.

Technical support is available for free to all paid customers. Free starter edition users can subscribe to our support service by paying an annual maintenance fee of USD $35 per support representative.