Home Forums Discussions Problems Paying $500 anytime you get a new server????

Say it ain't so! In preparation for moving to V12, I am getting a new server. (Not my original plan but to go to SQL 2016, it is what I need to do).

So I called AC to schedule an appointment to "provision" the new machine so that I can install AC. I was told to schedule an appointment and the fee is $500 for provision and data migration. I said..."no you don't understand... I will work with an IT person and we will migrate the database ourselves."

She said "no... you don't understand. You can no longer do the migration yourself or with an IT person. It must be done with AC and you must pay $500".

She said she will have someone from AC call me to confirm this.

Is this true?

Haven't heard anyone else talk about that. I certainly wouldn't pay $500 for that.

It was not stated as an option.

New server = AC must be involved and must pay $500.

She was quite adamant about it.

It would be for me. I would talk with Jon.

Remember this thread supposedly there is a way

https://acusersforum.com/ub/ubbthre...earch/true/move-amazing-charts#Post79088

ITFACTOR post 79101

Keep your AC server on a virtual machine (VM) running Server 2019. No cost and easy to move the VM to new hardware yourself or with own IT.

That was moving it to a different partition. If you move to a new server, it'll need to be recredentialed by AC unless you know what you're doing.

Sandeep is correct. AC is locked with a code that has to be validated by AC Tech, at least for someone like me that can't break the code!

Larry, have you done it that way?

I think $500 is ridiculous for a simple server move. I could understand if you say ok, need to move to new server and I want Tech to do all of the client units and there's a 100 of those!

It is not like you or many other users are changing the server (main computer) every year or even every 2 years. This is a mandatory upgrade for the newest Version of AC so there should be some leniency. This is a planned change and not on an emergency basis where you have to have something done immediately. I would think AC could do something very simple like waive the charge once every year or maybe every 2 years.

I liked the days of Guardian Angel Support would log in and take over for things like upgrades. AC support now is still good but corporate policy gets in the way of customer care at times.

If you stand up a new VM or a new server and reinstall AC then yes need credentialing.

I moved my existing AC VM from to new hardware host using hyper-v export and import VM and did not have to recredential.

Seriously? You're installing a new server with your own IT team, and AC wants $500? For what? If this is for AC validation, then this is highway robbery and it should not stand. If this is for setting up the server, are they going to be responsible for that server from now on?

Amazing Charts has been charging $500 for server migrations for years now. However, considering how seldom some upgrade, I'm not surprised there are those just now finding out about it.

Here's how it works:

1. Your IT sets up your new server be it a physical box or new virtual machine. All other non-AC data is migrated and taken care of.
2. Schedule a time with AC support to do the migration. You must also schedule any third parties that are also affected such as LabCorps or anyone you have an interface with.
3. AC support installs AC on the new server, credentials that new server, and then moves your imported items and databases over to the new server.
4. LabCorp and others do their thing.
5. AC support charges you $500.

Again, this has been going on for years. We had another thread about it from some time ago.

https://acusersforum.com/ub/ubbthre...ntial-any-new-vm-or-server-500#Post78679

James

I DO NOT recommend following that post by Koby where he references ITFACTOR.

What ITFACTOR did was a hack. Here are the issues:

1. You get your IT person to do this hack for you and then, one day, you need help, and your IT person is gone.
2. You do the hack yourself following those instructions. One day, something breaks but you are nowhere near my level. You have to call AC support. Do you tell them about the stunt you pulled a year ago to get out of $500? Or do you keep it to yourself and hope they can just find the problem and fix it? Will withholding that information cause AC support to take longer to find the issue which means more downtime for you? When AC does figure out what happened, will that alone expose you and you'll still have to pay the $500?
3. Are you breaking a part of the AC licensing agreement by doing that hack?

Upgrading AC is something many of you do once every few years (this one upgrade being the exception, not the rule). The $500 fee, while certainly annoying, is not exorbitant and not even close to what others charge for the same thing.

Pay the $500 and move on.

JamesNT

This was my third server in the last 10 years, with the latest one set up last year.
I did not need any assistance from AC to set up my server and network, nor did I need any help in installing AC. All I needed was a multiple-digit number for recredentialing/SQL server.
Then I restored from the backup.
I was not purchasing any new product from AC, and they should not have charged me.
To their credit, they did not.

OK, if I move everything off of my old computer to a new one, purchased recently to meet the minimal requirements for the new version 12 of AC, and all I need is the code to re-credential this new computer (not even a server), is that going to cost $500? Maybe I am misunderstanding the posts here....

For those who are migrating to a new server the purpose of the $500 is for the following:

* Credentialling the new server.
* Installing Amazing Charts
* Migrating your data from the old server.

There are three types of clients:

1. Those who know how to do all that or have access to someone like me who knows how to do all that.
2. Those who do not know how to do all that and do not have access to someone like me.
3. Those who "think" they know how to do all that, royally screw up their server, and then need a professional to spend hours sorting it all out then complain about the bill.

Number 3 and number 2 are the reasons AC has the $500 rule. And do remember, it's impossible for AC support to know which one you are. Even if you are number 2, it is still worthwhile for the support person to look your server over to ensure all is in good shape before heading off to the next client.

JamesNT

We shouldn't even have to credential the new server. Installing Amazing Charts is as simple as running the executable file. Migrating the data is simply backing up your previous AC (takes 5 minutes to make the .enc file) and restoring it to the new program (Jon Bertman made that perfect and simple). (copy and paste the imported items folder). AC sends the activation code prior to all this. Sometimes they have had to remote in and do something. Total cost maybe $50. Put me in category 1.

I have Adobe. It is licensed on two pcs at once. I can then install them on two other pcs as long as I uninstall or disable them from the first two. I have a license for Veeam. I can run Veeam on one server. I cannot use once license for Veeam on two servers. But I can at any time uninstall it on one server and install it on the other. I purchased a license. I don't need Veeam to charge me $500 to allow me to install it on a different server. I have Office365 (O365) with five licensees. My five employees each use O365 with each one having a license. When one quits, I delete their license and use it for the next employee. Microsoft doesn't charge me to do this.

BERT'S NUMBER ONE! BERT'S NUMBER ONE!

I AM number two.
Sad face emoji.

I SHALL BE PUTTING A $500 CHARGE ON THE OLD CREDIT CARD...

AC was very nice on the phone today, and I have an appointment Monday morning.
Thanks for the input from all you above average people.

At least I am not a number three, that's the worst. Just the worst.

While setting up new server, consider virtualizing the AC server. Makes backups, moving and restoring easier.

Yep, said the same thing myself here:

https://acusersforum.com/ub/ubbthreads.php/topics/78293/why-you-must-virtualize#Post78293

JamesNT

It's gone! It's done!

Yes, Mr. Frodo. It's over now.

On version 12 now thanks to the Fellowship of the Guardian Angel Support.

It took 5 hours to just move AC to a new machine, and install version 12 on the old two machines as workstations. Neither step was straightforward (had to get chat support for the workstations). Just watching the agents remote in and whiz about my computers was dizzying. Per James' definition I am and will forever be Tier 2... I hope the updates are going well for the rest of you!

It's only just begun.

Just off the phone with AC support for a client. He said he has over two dozen appointments for next week to move to version 12.

I'd love to know how those guys are prescribing in the meantime.....

JamesNT

The same way those on version 12 are prescribing. They aren't.

Well, some of us are... albeit with help from AC.

We upgraded last week, and I have been meaning to come back and describe our experience, especially since I raised the whole "$500 for any new server" issue.
Up until now, we have done all upgrades (back to V5 I think) with an occasional glitch or bump but no major issues. This one was different. With AC support logged in for about 4 1/2 hours, we finally got the new server provisioned, V12 installed, and 4 workstations upgraded. The process was not at all straightforward. I am convinced that some of the difficulties relate to choices made by AC, some dictated by security needs (encryption required by AC and for regulatory reasons) and some because each of our networks and machines are different. We had superior support from Jarreth who worked his way through the process for us.

After a few hours of stress -mostly for the staff, who kept the office running through this- by noon we were up and running with a functional network and work stations, and the final workstation was added with another 20 min of work at the end of the day.

I also want to share some good news which bodes well for the future of AC users. My concern about paying $500 for a simple provisioning of a new server resulted in contact with Scott Byrd who runs the "Client Success Team" at AC. This is a group of problem solvers at the company whose role seems to be facilitating the resolution of an assortment of our issues. For me, this meant getting the technical support we needed to get up and running with a new server on V12 with minimal disruption to our work flow. In addition, we reached an agreement on a fair price to do so. My suggestion going forward is that users contact Scott's team at clientsuccess@amazingcharts.com for thorny issues. They seem to have the authority, commitment, and staff to resolve troublesome issues for us.

As to the James NT categorization system, I humbly propose a subdivision..."1. Those who know how to do all that or have access to someone like me who knows how to do all that." I am not a 1a (I do NOT know how to do all that); rather I am a 1b... I have access to James. Thanks, James for being on back-up through the process. It did not go as planned, though all's well that ends well. It alleviated my anxiety to know that you were available to be sure I didn't become a 3.


Also see here for my suggestions for mapping:
http://acusersforum.com/ub/ubbthreads.php/topics/80113#Post80113