Through Anixter, we often get Milestone licenses back the same day, and almost certainly no later than the next business day. Maybe once it was longer than that, and our Anixter account rep acknowledged something had gone wrong and followed up and got the license issued pretty quickly.
We utilize Anixter and generally receive them in a couple days, worst case scenario. Are you awaiting the license notification email or are you checking the software registration on their site? The license emails always have more lag if we even get them. The software registration info under "My Milestone" is infinitely better.
Yes, when you sell software that is downloaded online and managed online I too have to question why distributors are utilized when a shopping portal wouldn't be that difficult to setup. It is likely due to "bundling" and the fact that most distributors have outside sales people specifying their product. Also, I think Milestone only has to invoice a few distributors in lieu of 300 different integrators that may not pay on time.
I never thought of checking under my milestone, just did and of course nothing. I made a call to Milestone customer service about an hour ago and they said that they had no pending orders from ADI for my account. Anyway i'm done with ADI, they offer nothing but frustration.
distributors, what value do they add other than adding a layer to slow things down?
If you spoke to my Milestone customers, most would say I speed up the process. I ensure accurate pricing--Of late, Milestone has some new people and a learning curve--I am helping them get your pricing right. If you need a quote or a configuration, I can turn it around more quickly than your Milestone RSM or Inside Sales. I get projects registered that you may not be able to register, and often get them registered more quickly than you could do directly. I set it up so your license not only gets to your portal, but is also emailed to you at the same time it gets emailed to me. I (my company) extend you credit--often multiple lines and for varying lengths of time for projects/jobs. I sell my customer base over $600K of Milestone a year and believe they benefit from my efforts.
Milestone has a bunch of different licenses you buy the version you want for your server and tell them how many cameras and thet then send you a key that is good for that version of software and the cameras. The software is limited until you get that key, you get up to 8 camera's with restricted recording.
So the customer is asking where the rest of his cameras are and why he can't see them. It just seems so simple that this should be automated, I really don't know what value distributors add to this process, it's such a pain I'd really need to start shopping around for another VMS it's just that I've invested a lot of brain cells learning this program and hate to do it again with another.
Is this normal for other VMS's or limited to Milestone? Seams like a huge waste of time for all partys.
We use an independent systems integrator for our Milestone products here for our casino surveillance system. They've always had the licence(s) within one business day.
ADI has responded. Two parts:
"The value a distributor adds on a vms license is that the vast majority of our vms license sales are part of a larger system where we are providing the total solution of hardware and software for an integrator to be able to deliver to their end user customer. Our configuration center is able to configure the server, switches and software if needed and deliver a ready to plug in rack if required."
"The turnaround time on a Milestone license is 24-48 hours. Delays may occur when a dealer is not coded in Milestone’s partner program."
Mr. O'Malley called to find out why he couldn't get his new Milestone license today:
I am Milestone distributor. My customers can expect license delivery in 3 minutes after order confirmation.
A distributor order licenses in a Milestone Online Order System (Portal) Called MOOS - when the distributor enter the order - you will get the license approx 10 min. after (e-mail). so i guess the delay is caused by the distributor and not from Milestone.
Now that I know the system, the story makes me even more frosted. To think that I'm raising hell with ADI and they keep making promises that they don't keep and it comes down to somebody just not keying it into a system just gets me pissed.
I hope milestone is looking at this post and thinks about it's strategy on licensing at least for the bottom couple of verions of Xprotect because the current system doesn't seem to add value. I could see possibly a knowledgeable distributor (which they seem to be rare) adding value on some of the more complicated versions of the software, but the first three or four versions are pretty straightforward, in fact the first version "Xprotect go" requires no license and the dealer can register it direct.
We purchase all of our Milestone licenses through Anixter and almost always have them back same day or next day, depending on what time of day they are ordered. My guess would be your problem is ADI or their processes.
IPVMU Certified | 09/10/15 08:03pm
I have seen it take over a week in some cases. It's not Milestone's fault; it's the distributor's. Take it up with them, and threaten to take your business to another distributor who has their act together.
IPVMU Certified | 09/11/15 01:12pm
We are a Milestone distributor and find the process to be very streamlined. For regular license orders, we process the order through Milestone’s automated ordering system, and typically get very quick responses with the license keys within 2 minutes. For special projects, etc. there is typically a project ID that we order off of within the Milestone system, and again response time is very quick.
We really only find delays when the dealer isn't sure on current SUP, or Care Plus (as they now call it), and therefore doesn't initially order that portion correctly, but we usually try to catch that and get it figured out right away. The only other delay would be if the dealer wasn't already registered as a Milestone partner, in which case the license would not be able to be assigned to the dealer.
After a week I gave up on ADI, the rep said every time he would place the order it would bounce. It says to me that my order was not important enough to get some help from someone in the company that knew what they were doing.
I ordered from DWG Dist who had made the claim that the could fill the order in 5 minutes; I was a new customer, but in total it only took 20 minutes before the license showed up in my email. Still think Milestone needs to make this a direct order thing, but at least I understand the process now.
I know its Australia only but Video Security Products gets us our Milestone licenses generally in less than 4hrs (unless its a holiday or weekend or something) - for those in Australia I can recommend them for Milestone
Does it have anything to do with holidays? I.e. labor day, etc? It seems whenever theres a holiday, people are useless 3 days prior to and after the holiday.
I buy Exacq licenses through a distributor and receive license keys via e-mail within a few hours of providing the MAC address for the server NIC. Works great, never a problem.
Apparently Milestone has a 24/5 License Chat. Look for the Icon at the bottom right of the page:
Licensing questions only.
Response from Milestone:
"We are working with ADI to improve the process of receiving orders from their system into the Milestone online order handling system. We regret any delays our partners are experiencing and will work with ADI to resolve this as quickly as possible. Normal license turnaround time is very efficient and quick."
That's good to hear. Not so good that ADI couldn't do this in the first place but good to see action is being taken.
I work for Anixter in Australia,
most licence requests that come through are handled in a few hours by our guys, quicker if there's a real urgency and it's emphasised that it's super urgent!
Provided the purchaser is a Milestone partner, registered with Milestone, and they have the SLC to hand, it takes very little time, regardless of where the original system was purchased