Software Pursuits Upgrade & Support Plan Policy
The following information is summarized from Software Pursuits' Standard License Agreement. To learn about the Upgrade & Support Plan in its entirety, you can review Software Pursuits' Software License Agreement.
Server Product's Upgrade & Support Plan
An Upgrade & Support Plan entitles customers to the following:
- Unlimited telephone and priority e-mail support during standard business hours (Monday-Friday 8:00am to 5:00pm PST). Note: Priority e-mail means that customers who have purchased a Support and Upgrade Plan will be "the first served" in regards to e-mail support. As always, this is based on the volume of priority e-mail received. We will always try to respond within 24 hours.
- Free software upgrades for the term of the contract.
Note: An initial 30 day support period is provided free of charge. This support period starts from the date the license was purchased.
Workstation Product's Upgrade & Support Plan
Workstation Support and Upgrade Plans are only available for purchases of 25 workstation licenses or more.
A Support and Upgrade Plan entitles the customer to:
- Unlimited telephone and priority e-mail support during standard business hours (Monday-Friday 8:00am to 5:00pm PST). Note: Priority e-mail means that customers who have purchased a Support and Upgrade Plan will be "the first served" in regards to e-mail support. As always, this is based on the volume of priority e-mail received. We will always try to respond within 24 hours.
- Free software upgrades for the term of the contract.
Note: An initial 30 day support period is provided free of charge. This support period starts from the date the license was purchased.
Per Incident Fee for Telephone Support
If you have purchased one or more server licenses and did not purchase an Upgrade & Support Plan, you can still receive technical support via telephone on a per incident basis. A fee of $175 will be charged and is applied for the duration your case is opened.
Workstation licenses not meeting the minimum requirement of 50 licenses are not eligible to purchase a Support and Upgrade Plan. Workstation users can receive technical support for $25 per incident, which is charged at the time of your call. This fee applies for the duration of your case.
Technical support via e-mail is provided without charge; however, please expect a longer delay in response.
Incident fee will be waived if it is determined by Software Pursuits that the incident is a result of a programming error in the SureSync software.
If you have additional questions or would like more information, please contact a Software Pursuits Representative at +1-650-372-0900.
