An organization will receive product expiration warning email 90 days before the Distributed products (Assure, ER, Insight and Perceive) expire. Screenshot for reference:
The product(like Assure/Insight/ER/Perceive) from each environment automatically sends license expiration warnings to Support via email weekly starting 90 days prior to expiration and continues to send that email weekly until the new licenses are provided and installed. The product (like Assure)also CC's any emails in the appserver.properties' LICENSE_EXPIRING_EMAIL_LIST property on the email to support, which means those users will get CC'ed on the ticket too.
All emails sent to support make a Zendesk ticket. However, Infogix will merge all the tickets into one ticket to avoid the duplicity of the ticket and communicate the customer from that one ticket.
Once the tickets are merged, responding on any of the other tickets will update the primary ticket. Alternatively, viewing the tickets in our portal will show only your tickets (screenshot below). This doesn't include the automated alerts since those get categorized under one of your system users. Tickets can be updated through the portal too. You can access this screen by logging into your website account, and then clicking your name in the top-right, followed by My Activities.
Once the Zendesk ticket is created, an Infogix Agent will be assigned to work on that ticket and send an email to POC asking for current license files and About Us page from all the environments for all the products. And this is how the process of generating annual keys for the Distributed product starts.