Software Maintenance (SW Maint) is an annual subscription program that secures your software investment. If you have any questions about SW Maint after reading the Frequently Asked Questions below, please contact us.
(1) What does SW Maint cover?
- Access to all new versions and patches which are officially released to production during the term of the subscription.
- The coverage period for SW Maint is provided in increments of one (1) calendar year. Your renewal date is exactly one year from the time you join (or renew) your SW Maint subscription.
(2) Does SW Maint include technical support?
- SW Maint includes priority email support. This level of support allows you to email our support team with your questions and support issues but there are no guaranteed response times. *
- For guaranteed response times and custom support options (such as 24x7 support), you must purchase a Support Package.
* All licenses purchased to date must be covered under SW Maint before you may send questions to our technical support team. Priority email support is not included if only a subset of your licenses are covered under SW Maint.
(3) How much does SW Maint cost?
- The cost of purchasing (or renewing) a SW Maint subscription is 18% of the cumulative value of all licenses purchased to date.
- The 18% rate does not apply if SW Maint has been declined at any time in the past. See (4) below for more details.
(4) What if I decline to purchase (or renew) SW Maint?
- Organizations that do not have a current SW Maint subscription will need to purchase licenses at the full retail price for any new versions they may require in the future.
Note: When a Product version becomes obsolete (6 months after the next available version is released), it will no longer be supported and bug fixes will cease to be applied to it. Bug fixes and enhancements will only be available by upgrading to the latest Product version.
(5) What if I purchase additional licenses at a later date?
- Additional licenses will added to your current SW Maint subscription for an additional 18% fee.
- The SW Maint renewal price will be based on the cumulative value of all licenses purchased to date.
- At the time of renewal, you will be refunded any additonal SW Maint fees that were paid out during the 12 month term.
e.g. If you purchase additional licenses (which include 18% SW Maint fees) 4 months prior to your SW Maint renewal date, you will be refunded for 8 of those months at the time of renewal. Additional SW Maint fees will not be refunded if the SW Maint renewal is declined.