Wrong conversion process of active agent subscriptions to instance based licensing

[mdiver]

We've had more than one case with customers that complained about having there agent licenses converted inadequately to instances.
Just on example we escalted to license support, though without solution (#03704604).

Customer has 16 sockets VAS Enterprise together with 9 server agents under subscription till the end of 2020.
After the upgrade to U4 Veeam expectedly complained about the wrong license and gave 90 days of grace.
In the portal we could now find a U4 instance based licese for 10 instances Enterprise Plus. This equals 10 server agents - in the Enterprise Plus world.
I understand that the new system goes by bundles of 10 all the time.

But the customer only has VAS Enterprise in place. So we were not able to merge those licenses to use the instances in combination from within the Veeam console.
We had license support merge them for us. Now we ended up with 10 instances Enterprise being merged to the 16 sockets VAS Enterprise.
Problem: With 10 instances Enterprise we can only backup 6,66 physical servers (multiplier is 1.5 here). So the customer lost the backup for 3 server agents.

License support said, sales should solve this. Sales could offer no solution.

IMHO the auto conversion should take into account what license edition a customer has with his VBR license and accomodate for that in the instance edition. Therefore the customer in the example should have gotten 20 instances Enterprise as a replacement for his 9 server agents for the rest of the active subscription.
Otherwise you take away things the customer has paid for already.

On top of that for the auto converted agents the "monitoring=true" flag should be enabled by default.
In the pre-U4 world the was no differentiation here and otherwise the merged license won't work in Veeam ONE after the conversion to U4.

Thank you,
Mike

[Gostev]

Problem: With 10 instances Enterprise we can only backup 6,66 physical servers (multiplier is 1.5 here). So the customer lost the backup for 3 server agents.

Actually, this is not correct as Instance usage can be exceed by 5 instances (or 5%), meaning they can backup up to 10 servers with this license (comparing to 9 before). So instead of losing 3 servers, this customer has gained 1

Otherwise, you're right: current conversions in case of merged socket+instance licenses are too complex, so we're simplifying this scenario dramatically in v10.