Jun 04, 2019 - 08:59 AM
The worst case was Microsoft who "lost" an Enterprise Agreement Renewal for £1.5m - the only route to get this onto the MLS was a full credit and re-invoice by Microsoft as something had glitched in their system. We tracked it via the MS Invoice which they couldn't find!
We have also a similar route to prove to Symantec a customer was legally licensed for their product purchased via a reseller. The customer requested a license, the reseller invoiced for a license but shipped a media disk (this does date this) and did not buy a license. Symantec agreed this was a clear mis-sell and allowed the customer to "have" those licenses.
Things do get "lost", "missed" etc - i think as long as the customer has some good record of proof, most times I have found the vendor quite reasonable.
Jun 05, 2019 - 05:39 AM
In practice I have not seen a customer try to enforce this outside a scenario where a vendor audit is already in place; they are useful for getting copies of all entitlement records early in the audit process.