How to get a license for a customer using RSA NetWitness Orchestrator powered by Threatconnect

Issue

This document discusses the process of what support team should do if a customer asks for the license file that is needed to license their Threatconnect Instance.

First, A little background on how we are handling the processing and distribution of customers at the time of this writing.

When an order is processed, RSA sends it to Threatconnect and ThreatConnect will send RSA a license file. RSA then place this license on an FTP Link that the customer will have access to, but this FTP link has a duration before expiring, just like our normal FTP sites.

Resolution

If the customer needs the license file that is placed on a new FTP link because they have misplaced it or never received it, please reach out to the RSA Orchestrator Customer Success Email account.

RNWO@rsa.com

They should generate a new FTP link that contains the license file that customers need. Support team should be able to provide this to the customer.

If you are not receiving a response or in need of immediate action, please reach out to David.Gaik@rsa.com if you have any questions or concerns.

Product Details

RSA Product Set: NetWitness Orchestrator powered by Threatconnect
RSA Product/Service Type: NetWitness Orchestrator 
RSA Version/Condition:  5.8, 6.X
Platform: Red Hat Distros

Summary

This document explains to support engineers what to do when customers are asking for a license file.

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