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In v. 18, Eliminate warning messages 45 days prior to license expiration date

Sarah_Springer

What inspired this Wish List Request?

Several of JMP's Global Premier Customers are highly integrated with JMP and are running scripts that are impacted when there are warning messages. Customers are invoiced 30-45 days in advance of license expiration and standard payment terms are 30 days. Beginning with v. 18, even if a customer is invoiced and pays on time according to their 30 day payment terms, they are still experiencing disruption of their systems with v. 18 because they are getting warning messages the 45 days leading up to their license expiration. Several of JMP's larger customers have complained about this disruption (happy to provide the names in an email if you'd like).

Please describe the new or improved feature or solution you would like to see.

I'd like to see something that avoids a warning message until after license expiration. The customers are following our process correctly and being penalized by the pop up that is disrupting their script(s). Even if we can do a "one time" warning or something that is not so disruptive that may be a win.

What would the value be to you and/or other users if this new feature is provided? Their business won't be impacted on a daily basis by warning message pop ups.

Is this an external customer request? This is an internal request based upon several customer complaints.

Is there a competitive software package that has this feature or solution that we should be aware of?

unknown

Will this impact a renewal, expansion, or adoption at a customer, and does this put an account at risk if we do not address this? Yes

yes, this is something that customers feel is very unfair and disruptive. They are following what JMP has asked them to do from a payment perspective and still experiencing user disruption. Thank you!

Status: New

Comments

Jeff_Perkinson

The warning dialog is not modal and therefore we don't expect that it will affect script automation. Please ask customers to reach out to Tech Support so we can get details of exactly how they are launching JMP and what behavior they are seeing.

MikeD_Anderson

We've had multiple customers highlight how singularly irritating this dialog is for their users. Sarah beat me to the request. For us this isn't an issue about stopping scripts - it just causes a ton of unnecessary internal email chatter, heartburn, and fire drills with the users, administrators, and our staff. Particularly with JMP 18, it doesn't seem necessary for users to get these alerts since everything is supposed to be silent and hands-off for them.

Jeff_Perkinson

Thanks, @MikeD_Anderson. We send invoices at about the same time these warning messages start. If the fire drills result in us getting paid in a more timely fashion then they've served their purpose.

MikeD_Anderson

For smaller accounts, I can see how that would make sense, since the Admin is likely a user.

For larger accounts, the users are completely decoupled from the payments / administration side of things. (we've even had a couple champions get in real trouble when trying to dip their toe in that end of things.) The payment cadences are baked into their business processes that are owned by IT or Procurement Administrators. 9 times out of 10 the administrators (the ones you want to reach with the pop-up) aren't even users and will never see them.

The real issue is that, because of the size of the renewals at these larger accounts, there are normally several levels of review and scrutiny before a PO can even be cut, with additional due diligence when an actual payment is released. The users have no impact on any of that.

Another point we might consider - given that the account teams that manage these larger accounts are targeted based on renewals, the AE/Inside rep are already aggressively following up on the invoices with the correct people to ensure timely payment.

Laura_Higgins

This doesn't seem very on-brand for JMP: We are reminding users about something that is most likely out of their control, in software that works and is paid for, but can't be turned off and is going to run for 1/8 of a year.

This is apples and oranges to an alert that runs daily after the software expires.

Jed_Campbell

For smaller accounts, I can see how that would make sense, since the Admin is likely a user. @MikeD_Anderson

I wonder if there's a way to use JMP's authentication to only show the message if the user is also the Admin. When I was the Admin, I would have appreciated the notification. Conversely, when I was the Admin, I hated telling other users not to worry about the popup.

This is apples and oranges to an alert that runs daily after the software expires. @Laura_Higgins

100% agreed.