As more customers continue to migrate from the old system, we have been asked questions about the new support policies and billing for these new support policies in a number of tickets. We wanted to take a few minutes and help clarify the new policies and how they affect old customers.

Standard Licenses:


When you purchased licenses from the old site and system, support came with 30 days of any type of support. After that you were required to purchase support points to receive additional support. Additionally you received one (1) year of access to updates. Under the new policies, you will now receive one (1) year of both access to updates and basic support. Each time you renew, you will continue to get access to updates and basic support for an additional year.

If you have moved over to the new system with a standard license that is due for renewal, you will be invoiced for the renewal fee and you will be offered access to updates and support for an additional year. If you do not wish to renew at this time, you can choose to ignore the invoice. At any time you can renew the support and updates as you see fit.

Owned License:

When you purchased licenses from the old site and system, support came with 60 to 90 days of any type of support. After that you were required to purchase support points to receive additional support. Under the new policies, you will now receive one (1) year of basic support. Each time you renew the support fee, you will continue to get basic support for an additional year.

If you have moved over to the new system with a owned license that is due for renewal, you will be invoiced for the support renewal fee and you will be offered access to basic support for an additional year. If you do not wish to renew at this time, you can choose to ignore the invoice. At any time you can renew the support and updates as you see fit.

Other Information:


After the intial invoicing you will no longer receive any reminders. We did have that feature on initially but it has been turned off permanently now on our end. We do apologize if you received one. Additionally those with owned licenses that were invoiced twice, we do apologize for this as well. We went through and canceled all of the second invoices on our end. The initial double invoicing was due to a calculation error on our end during the migrations.

Please let us know if you have any additional questions about these new policies and feel free to open a ticket.



Saturday, April 21, 2012







« Back