Ivanti support, renewals and audit covers the terms that decide what an Ivanti customer keeps paying for after the first purchase and how Ivanti verifies use. Three documents set them. The Ivanti Support and Maintenance Services Supplemental Terms are incorporated into the End User License and Services Agreement (EULSA).[1] Ivanti’s Global Renewal Policies and Practices apply to Maintenance/Support, Subscription and SaaS renewals.[2] The EULSA itself contains the renewal, termination and audit clauses.[3] For the license models themselves see Ivanti licensing. For the general concepts see software maintenance and support and software license audit.
Editions
License types and support. Ivanti sells software as perpetual, subscription or SaaS licences.[2] Standard Support and Maintenance, Updates and Upgrades are included in Subscription Licenses and SaaS Offerings. For Perpetual Licenses they are bought separately.[3]
| License type | Support | If not renewed |
|---|---|---|
| Perpetual License | Bought separately, typically in twelve-month terms[2] | Software may still be used; no upgrades, migrations or support cases[2] |
| Subscription License | Included; one-, two- or three-year terms are typical[2] | No use in any capacity; all copies, including back-ups, removed and destroyed[2] |
| SaaS Offering | Included; hosted by Ivanti[2] | Access ceases on expiry[2] |
Support tiers. The Support Terms define Standard, Premium, Enterprise Support Management, Enterprise, Value Acceleration Bundle (Basic and Premium) and Success Squad.[1] Ivanti provides 24x7 effort for Premium, Enterprise, Success Squad, Enterprise Support Management and Value Acceleration Bundle customers, and for SaaS customers with Standard Support. On-premises customers with Standard Support receive effort limited to business hours, Monday to Friday.[1] Pulse Platinum and Pulse Gold support were withdrawn from sale on 2023-02-01 and are replaced at renewal by Premium and Standard Support respectively.[1]
Metrics
Support is not a separate metric. It is priced on the licences it covers, in whichever EULSA License Model they were bought, for example Named User, Device-Based or Concurrent Analyst.[3] The quantity rule is the one that matters. Support must be bought for the total number of licences purchased or in use, whichever is greater.[1] An over-deployed estate therefore owes support on the higher, deployed quantity.
Counting / floors
All or nothing (Support Terms updated February 2026). Support may not be bought for a subset of licences. Ivanti’s example is that a customer with 1,000 licences may not buy support for only 500.[1] The EULSA repeats the rule.[3] The renewal policy extends it to Subscription and SaaS licences, which must be renewed for the total number owned.[2] Catalog proof: Support must cover all licences.
Reduction by exception. Ivanti may accept a partial reduction of licences under support through a business agreement.[2] Under it the customer may not use the dropped licences, and Ivanti gains rights to audit their use. Use of unsupported licences triggers back maintenance plus a reinstatement fee.[2] The base unit price for the remaining licences rises because the original discount no longer applies.[2] Re-activating dropped licences later costs back fees, reinstatement fees and at least one more year of support.[2] Catalog proof: Reducing quantities at renewal raises the unit price.
Updates. Customers without an active support term may not download, install or use Updates or Upgrades.[1] Catalog proof: Updates and Upgrades need an active support term.
Virtualization & partitioning
The support and renewal documents contain no virtualization rules. Support follows the licence count, and the licence count follows the EULSA definitions, under which virtual machines are Devices.[3] See Ivanti licensing and virtualization and partitioning.
Cloud / BYOL
For SaaS Offerings the availability commitment is a Monthly Uptime Percentage of at least 99.9%.[5] The sole remedy is a credit of 2% of Monthly Subscription Fees for each 0.1% below the commitment, capped at 100%. Credits may only extend the subscription or be applied to a future invoice, and must be claimed through a support case within five business days after the month ends.[5] If uptime falls below 98.0% for three consecutive months, the customer may terminate with a pro rata refund of prepaid fees.[5] Catalog proof: SaaS availability commitment is 99.9% with service credits.
Programs
- Auto-renewal and notice. The EULSA renews the Agreement and all Invoices for one-year terms. Either party may end them at the end of a term on ninety days’ notice.[3] The Support Terms and renewal policy set the same ninety-day notice for cancelling or reducing support.[1][2] Catalog proof: Agreements auto-renew yearly unless 90 days’ notice is given.
- Reinstatement. A customer whose term lapses pays back maintenance for the lapsed period plus a reinstatement fee, and the reinstated term keeps its original start date.[2] If the renewal is more than three months overdue, the start date resets to the order date, and the customer still pays twelve months ahead plus back fees and reinstatement fees.[2] Perpetual licences whose support has lapsed for more than thirty days cannot have support reinstated. The customer must buy Subscription Licenses instead.[1] Catalog proof: Lapsed support requires back fees; perpetual lapse over 30 days forces subscription; Renewals over three months late reset the start date.
- Annual uplift. Renewals are priced at then-prevailing rates. Customers “should budget for an uplift each year”, which is applied automatically to the renewal quote.[2] Catalog proof: Renewal quotes include an annual uplift.
- Multi-year renewal. Terms of up to three years are generally available. Prepaid multi-year terms may reduce or remove the annual increase, and annually paid multi-year terms may reduce it. All multi-year commitments are non-cancellable and non-refundable.[2]
- Co-termination. Terms bought at different times can be aligned to one renewal date.[2]
- Like-for-like migration. Active support includes the right to new versions. Where Ivanti has two products with similar function, it “may permit” migration to the other product without a new licence fee.[2]
- Currency. Ivanti does not permit a change of quote currency for foreign-exchange preference.[2]
- Evaluations. Trial Software under the EULSA is for non-production use, for the licence-key period or 45 days.[3] The signed Software Evaluation License Agreement limits use to internal evaluation by the Authorized Users named in a statement of work. It grants no commercial licence, and either party may end it on ten days’ notice.[4] Catalog proof: Trial Software is non-production and defaults to 45 days; Evaluation agreements grant no commercial licence.
Audits and compliance
On-premise software (EULSA Version 03.26, §14(a)). The customer keeps accurate Records of its use during the term and for two years after the later of termination and installation. It acknowledges that the Software may send telemetry to Ivanti.[3] Within thirty days of a written request the customer provides the Records or allows a remote audit, using tools the customer approves.[3] Audits take place at most once per calendar year, in business hours and on reasonable notice. The limit falls away if Ivanti discovers or reasonably suspects misconduct, such as deleting distributed licences or taking licence transfers from a managed service provider to appear compliant.[3]
Consequences. An underpayment is paid at then-current list price. For Subscription Licenses the customer pays for the licences needed for the current term plus up to three years of past over-use. For Perpetual Licenses it pays for the licences plus support for the current term and up to three years.[3] If the underpayment exceeds 5% of the amounts paid or payable for the audited period, the customer also reimburses the reasonable audit costs.[3] Catalog proof: On-premise audit: once a year, 30 days, back fees up to three years; No deleting licences or taking MSP transfers before an audit; On-premise software may send telemetry to Ivanti.
SaaS (§14(b)). Ivanti may continuously monitor SaaS access and usage and start a remote audit on finding non-compliance. Underpayment is charged at list price for the current term plus up to three years of over-use.[3] Catalog proof: SaaS usage is monitored continuously.
Failure to cooperate. Failing to comply with audit requests is a material breach. Ivanti may then reduce functionality, restrict access or render the Software inoperative. The audit right needs no further amendment or addendum.[3]
Comparison of audit and renewal timing
| Clock | Length | Source |
|---|---|---|
| Notice to cancel or reduce a term | 90 days before end | EULSA §13(a); renewal policy §2[3][2] |
| PO due before renewal | 30 days before end date | Renewal policy §1[2] |
| Reinstatement keeps original start date | Up to 3 months overdue | Renewal policy §3[2] |
| Perpetual support reinstatable | Lapse of 30 days or less | Support Terms §VII[1] |
| Response to audit request | 30 days | EULSA §14(a)[3] |
| Records retention | Term plus 2 years | EULSA §14(a)[3] |
| Look-back for back fees | Up to 3 years | EULSA §14(a), (b)[3] |
Out of scope
- Hardware support terms and U.S. Citizen Support terms, which are separate supplemental documents.
- Success bundle and Customer Success Management program contents beyond the tier names.
- Negotiated audit, renewal-cap or price-protection clauses in signed Separate Agreements.