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2) Maintenance & Support

Reference Number: AA-00220 Views: 7847 Created: 2012-10-16 13:49 Last Updated: 2015-05-13 16:46
Overview

Slabsmith offers affordable maintenance and support options to help make sure that you are always up to date on new features, and can rest with the peace of mind of live unlimited technical support for any Slabsmith related issues you may encounter.

Maintenance for Slabsmith products is optional, but highly recommended (see benefits).

 

Maintenance information



Cost

The cost of maintenance is 10% per year of the current retail cost of the Slabsmith products that you own.

NOTE:  The first year of maintenance is included with the initial purchase price of a "Basic Bundle".   Other modules are typically not priced with maintenance included.

Time period

Maintenance begins at the end of the month of purchase and continues for the following 11 months.  Renew your maintenance by your anniversary date to continue to receive new features and unlimited technical support.

Maintenance lapse

If you allow maintenance to lapse, the cost of restoring maintenance will increase on your anniversary date as per the chart below.   Slabsmith products over 5 years old may not be upgraded.  Purchasing maintenance extends your maintenance period to your anniversary date of the year maintenance was renewed.

Year Maintenance was purchased AFTER
initial product purchase or AFTER
the last year that maintenance was current
Maintenance cost
( as a percentage of retail )
< 1 year after purchase date
Included in purchase
> 1 & < 2 years after purchase date
 15%
> 2 & < 3 years after purchase date 30%
> 3 & < 4 years after purchase date 45%
> 4 & < 5 years after purchase date 60%
 > 5 years after purchase date No maintenance/upgrade options available.


Benefits of Maintenance


A current maintenance contract entitles you to the following benefits:

1) All new features and product upgrades that are released for your licensed Slabsmith modules during the maintenance period.

During each year, new features may be added to the various Slabsmith modules.  If you are on maintenance, you can update your purchased Slabsmith modules and use these new features at no additional cost.  In other words, you will always have access to the latest, most up to date features of Slabsmith as they become available.
modules

2) Full and unlimited live technical support.

Customers who are on maintenance receive complete and unlimited technical support.  This means that it doesn't matter if it takes 1 minute or 1 day to resolve your issue, there will never be any additional charges.  Technical support hours are 9am-5pm EST

   


What if I don't want maintenance?


You are never required to purchase maintenance, but without maintenance there some notable disadvantages.

1) No new product features

If you do not purchase maintenance you will not be eligible for any new features that are released during the current maintenance period for your licensed Slabsmith products.

Note:  Even if you do not purchase maintenance, you are still eligible for any bug fixes that may become available for your specific version of Slabsmith.


2) Limited technical support

Customers that are not on a current maintenance contract are still encouraged to call with any questions regarding Slabsmith.  If we are able to answer your question quickly, there will be no charge.

Important Note:
  If your problem requires us to spend more than a few minutes to solve, you will be charged at the rate of $150.00/hour with a minimum fee of $75.00.  We will ask you for a credit card at the time of your support request which will only be charged when your problem has been resolved.