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Description
A Maintenance Subscription
is available on eValid products at an additional
20% per year (at least 12 full months)
of the current list price of the eValid product configuration licensed.
Maintenance Subscription benefits include all of the following.
Purchasing Details
Original maintenance Subscriptions must be purchased within
30 days of the license purchase date for the 20% rate to apply.
Renewal of maintenance subscriptions must be also be completed within the 30-day grace period. After the 30-day grace period has expired your maintenance subscription is considered "lapsed" and cannot be restored without a product purchase.
Updates may be made available to at our discretion at discounts based on the original amounts paid and the length of time since the original purchase was made.
Product version upgrades (e.g. from Version 7 to Version 8) are at least 20% of the current List Price per step, so it generally is less expensive (and also much more convenient) to purchase a Maintenance Subscription within the 30-day grace period.
Obtaining Support
There are multiple ways to
request technical support;
some groundrules and restrictions apply.
Applicability Note
The eValid maintenance subscription details described here
apply also to all TestWorks products.
Support of Discontinued Versions
Insofar as possible we will provide technical information and advice
on prior and/or discontinued versions of eValid.
However,
we generally will provide this information
based on the capabilities and features of the current product version.
Technical changes to discontinued product versions
as part of maintenance support are not available.
Limits and Disclaimer
As a practical matter we will do our best effort
to address and answer every technical question
or incident report as quickly as we can,
but we can make no guarantee
on when technical questions will be answered
or when incidents will be resolved.
In keeping with industry practice, if an excessive number of questions arise from one maintenance subscription we reserve the right, determined in our sole discretion, to provide subsequent technical support on that subscription at a fixed price of $250/incident, or at a consulting rate of $125/hour, whichever is larger. We will inform a customer when subsequent incidents on that maintenance subscription will be chargeable. Paid incident support receives priority over unpaid incident support.
