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mui / mui-x

MUI X: Build complex and data-rich applications using a growing list of advanced React components, like the Data Grid, Date and Time Pickers, Charts, and more!
https://mui.com/x/
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Consider supporting non-order number based prioritized support to more easily support intermediate-based purchasing in enterprises #6899

Closed kkirsche closed 1 year ago

kkirsche commented 1 year ago

Summary 💡

Currently, the way that you associate a purchaser in GitHub to a purchased license is via order number. In large enterprises, we often are not allowed to purchase directly from you, instead having to purchase through an intermediate in order to comply with corporate purchasing requirements. As such, enterprise customers may not actually have access to the order number in order to request the support being paid for.

I'd recommend providing a support key in addition to the license key to help facilitate to intermediates that this data is important / critical to the end user / party.

Examples 🌈

N/A

Motivation 🔦

Ability to request support being paid for

Order ID 💳 (optional)

No response

joserodolfofreitas commented 1 year ago

Thanks for pointing out this pain point, @kkirsche. Perhaps we can even use the same number, we just need to "ship it" with the license key.

kkirsche commented 1 year ago

Course, I only realized it as we're working through purchasing, but I realized while filing #6877 that I wouldn't have the MUI order number, only the intermediate one.

Using the same number works perfectly fine from my perspective, it's simply a matter of making sure that it's clear it's a piece of information that should be delivered to the final customer 👍 thanks for your time and consideration

oliviertassinari commented 1 year ago

I realized while filing https://github.com/mui/mui-x/issues/6877 that I wouldn't have the MUI order number, only the intermediate one.

@kkirsche I'm curious, how did you get the license key?

kkirsche commented 1 year ago

I realized while filing https://github.com/mui/mui-x/issues/6877 that I wouldn't have the MUI order number, only the intermediate one.

@kkirsche I'm curious, how did you get the license key?

I'm not 100% sure I know what aspect you are curious about, so I'll share an overview of the process as I understand it. I do not have the key in hand at this moment.

To purchase a key we must use a third-party vendor. I'm not in front of my work machine to know which vendor, but I know we've purchased software like this before through companies like ePlus and SHI. These vendors are why allow the price to come out of the correct budget as the correct type of line item (capital or expense purchase).

Basically, we request a product, they provide an invoice, we submit a purchase order, finance cuts a check to the vendor, the vendor purchases the key from the company, the vendor prepares it for delivery to the sourcing teams which we then work with to get the product keys.

The process of getting the license key has been a quarter-long process so far. My understanding is, though I could be wrong as I know the vendor had to make a new product in their catalog for us, that the purchase order was cut, the vendor purchased the key, the key was delivered to the business, and now our team is still working with the teams on the finance side to get the actual license key delivered to us.

I know the vendor / purchase order process this time included a lot of back and forth, so that's the area that it may have gotten stuck with the holidays.

In the end, I expect I'll be given a photo of the original invoice with a new line added which includes the license key directly below the purchased line item, which allows the vendor to do deliveries of keys from multiple vendors at once.

This is based off of my understanding as a developer not as the purchaser (that's being handled by my manager)

oliviertassinari commented 1 year ago

@kkirsche Thanks, awesome.

kkirsche commented 1 year ago

Course, we just got the key, we only got:

Hi Name, Thanks for your order. Here are the license details below: Your MUI X Pro license key: REDACTED

Development use, support, and updates expiry date: Wed Nov 29 2023

Installation instructions: https://mui.com/r/x-license-key-installation Technical support: https://mui.com/r/x-technical-support

Thank you,

So we don't have an order number :(

oliviertassinari commented 1 year ago

@kkirsche You could extract the order ID from the license key with: https://demo.toolpad.io/deploy/clb2iwfh50004qp6vrmggzo80/pages/l436pcq.

Screenshot 2022-11-29 at 19 01 47

cc @prakhargupta1 I had to use the Toolpad demo env, but if we delete the existing demo apps, this link will break in the future, waiting for the cloud or a self-hosted MUI's instance.

@m4theushw @joserodolfofreitas Using the order ID isn't a very secure way to verify that the person has a valid support entitlement. A developer without a license could copy the order ID from another open GitHub issue. This problem is even more important with the need to respect SLAs that change with the plan purchased.

In the future, maybe this would solve the problem:

This way, impossible to open a support GitHub issue without a valid support entitlement. Problem added to https://www.notion.so/mui-org/X-Premium-support-7bd0c3424bae4c3e82d6c4fc9b22bd4e#77fbf72005364efb9a1c583c15dc065e. Could be created with Toolpad. This could be hosted in MUI Core or X or Store's repository, backend with AWS lambda, frontend with Toolpad, I don't know 🤷‍♂️. I see that Matheus and Danail already proposed a custom form like this.

kkirsche commented 1 year ago

Thanks, @oliviertassinari. I really appreciate your time and assistance.

oliviertassinari commented 1 year ago

I have created an RFC https://mui-org.notion.site/RFC-MUI-X-paid-support-form-b8fa22d65bb2437c8d6beab5b7f29b5a with a possible solution to the current trust based verification that is weak.

The RFC can help once we feel that we spend more time answering illegitimate GitHub issues vs. the time it would take to make it impossible.