Support and Maintenance Policy

NEED ASM & PS RENEWAL?

What are Annual Software Maintenance and Premium Support (ASM&PS) Terms for Permanent and Rental licenses?

Overview

Annual Software Maintenance and Premium Support (ASM&PS) is a comprehensive service package designed to maximize the long-term value of your software investment. With your permanent license, you receive access to this service package for exactly one calendar year from the date of purchase.

ASM&PS renewal is optional, we strongly recommend extending the service beyond the initial 12 months to maintain access to essential updates, security improvements and optimal compatibility.

Note: Software compatibility with Operating Systems and third-party dependencies is subject to external factors and may impact functionality. While we strive to adapt to major changes, seamless compatibility across all platforms cannot be guaranteed.

Included Benefits

With an active ASM&PS service package you gain access to:

Software Updates: Free access to new minor and maintenance versions (updates) that we release over that year. This is important because we continuously make improvements, implement new features, and release bug fixing maintenance versions.
Technical Support: Direct access to our support channels for assistance with technical issues and inquiries.
Priority Access: Faster respond times and priority handling for feature requests and bug fixing through our R&D team.

Important: A valid ASM&PS service package is required to access our support channels. If your ASM&PS has expired , you can purchase a One time support token to receive assistance.

ASM&PS for Rental licenses

All rental licenses include ASM&PS coverage for the duration of the rental period.

What are the Service Level Agreement (SLA) benefits for Enterprise clients?

SLA Overview

Enterprise clients have the option to sign a Service Level Agreement (SLA), which guarantees premium support and tailored services.

Duration: SLA agreements can be signed for one or multiple years and are payable annually (unless otherwise negotiated).
Coverage: SLA clients receive:

– Guaranteed response and resolution times.

– Access to software updates (same as ASM&PS clients).

– Dedicated support channel.

How do I know if my ASM & PS is valid?

First-Year Coverage

The ASM&PS Service Package for the first year is included in your permanent license purchasing price.

Renewal and Pricing

After the initial year, ASM&PS can be renewed at the following annual costs:

15% of the current list price if the ASM expiry date is less than one year ago and is effective from the original expiry date.
30% of the current list price if the ASM expiry date is between one and three years ago and is effective from the purchase date.
70% of the current list price if the ASM expiry date is more than three years ago and is effective from the purchase date.

Renewal pricing is based on the latest list prices at the time of extension.

Note: Major version upgrades are not included in ASM&PS, but an active ASM&PS reduces the upgrade cost.

What are our Software Versioning and Upgrade policies?

Versioning explanation:

Software versions follow a structured numbering format:

Major Version (e.g. , 5. in 5.1.2): Represents significant architectural changes and new major features
Minor Version (e.g. , 1.in 5.1.2): Introduces new features and periodic updates
Maintenance Release (e.g. , 2.in 5.1.2): Bug fixes and improvements

Upgrade Policy:

Major Version Upgrades are released when fundamental changes or technological advancements are made to the software. The interval between major version releases is at least 3 years. Clients must upgrade to the latest major version to continue receiving standard ASM&PS or SLA benefits.

End of Life Policy (EOL):

When a new major version is released, the previous version enters EOL after 12 months.
After EOL, the previous version will no longer receive support, updates, or SLA coverage unless the client qualifies for Extended EOL Support.

Important: Officially supported versions currently are version 5.10. and all versions after that. All previous versions are declared EOL.

Upgrade Pricing for Existing Clients:

Upgrade costs are calculated based on ASM&PS status:

70% of the current list price for clients without an active ASM&PS
30% of the current list price for clients with an active ASM&PS

Incentives for Long-Term Clients:

Clients with 5+ years of continuous SLA or ASM&PS receive:

Discounts on major version upgrades.
Priority migration assistance.
Extended EOL Support, if required beyond standard EOL.

Extended EOL Support for Loyal Clients:

Clients with an active SLA at the time of a major version’s EOL announcement have the option to extend support for up to four additional years beyond the standard EOL date.

Extended Support Conditions:

Continued use of the EOL version under the existing SLA.

Restrictions:

No new feature updates or security patches.
No compatibility guarantees with newer integrations or third-party systems.
Standard SLA fees must still be paid during the extended period.
SLA terms can not be downgraded (must maintain the same or higher service level).

After the four-year extension, clients must upgrade to a supported version to retain SLA or ASM&PS benefits.