An organization will receive product expiration warning email 90 days before the Controls products (Assure, ER, Insight and Perceive) expire. Screenshot for reference:
The product 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 also CC's any emails in the appserver.properties' LICENSE_EXPIRING_EMAIL_LIST property on the email to support.
All emails sent to support make a 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. To reduce the number of license notifications, please review How to decrease volume of product expiration warnings.
Once the tickets are merged, responding on any of the other tickets will update the primary ticket. Preferably, you can view and update the tickets in our ticket portal.
Once the ticket is created, an Infogix Agent will be assigned to work on that ticket and send an email asking for current license files and About Us page from all the environments for all the products. Internal approvals are also requested for the following years' license generation. Once the information is gathered, a new license is generated and sent and can be applied via How to update your license.