The license expired issue is a special exceptional case, caused by some hardware change affecting the license key. Usually self inflicted but in my case, caused by my service provider making hardware changes without notifying it's customers. In my case Support responded extremely a quickly.
The license keys is locked into your server hardware, so I assume either you made some changes yourself without planning ahead, or were the victim of an over zealous data centre support team. - or you are running an evaluation version and the license really did expire.
You have bought an application development tool so in effect you are The
24/7 support that your customers will be calling. Aware support cannot be expected to provide support for the apps you develop using the tool. You design, you test, you publish, you support. If you need help or have screwed something, this is usually trapped at the testing stage, so a 24 hr response is quite reasonable.
There have been at least 3 posts relating to this issue, so perhaps there are some lessons to be drawn from this.
1) AwareIM could make it clearer to all new customers that the license is linked to the hardware so there is no future ambiguity
2) Many of us rely on data centres to host our hardware - be they dedicated severs, vps's or cloud servers - that is the web application world we live and work in. Hardware changes are beyond our control. If AwareIM is to prosper, they need to accept that they have a duty to ensure their product continues to perform despite environmental changes at no cost to its users. So there needs to be a mechanism for regenerating keys in an emergency. A suggestion:n
It should be relatively easy to make the aware engine contact a central database - say once a day - to check that the current key is valid. It should also be easy to create a web page where we can generate a new key without contacting Support direct - which would automatically render the original key obsolete, so Ifni am trying to cheat and run awareim on two machines, machine 1 will make it,s daily contact and get back a license expired message which would then shut down that server.
3) AwareIM really could do with a European base. At 8.15am Uk time, America was still asleep and Australia had gone home for the night (I know because I called them both.
