Support & Maintenance Plan

Buy our Support & Maintenance Plan (SMP) with our software products, which not only enables you to receive technical support, but also provides you with all major software upgrades and minor releases at no additional cost throughout the SMP period.

SMP is available through our online shop in one- or two-year plans. You may only buy this package at the time of your software license purchase or up to 30 days thereafter - it cannot be added to a previously purchased product at a later date. The cost of a one-year SMP plan is 18% of the total product purchase price.

Services include:

Technical Support - Basic technical Support provided via a Web-based support form or E-Mail. Our expert technical support team will respond within 1-2 business days during European business hours. German holidays excluded.
Examples of basic technical support services include: installation help, registration support, licensing issues, first key code support, feature requests, bug reports. Other, more complex support issues, telephone support and remote support are covered by mendelson Product Consulting.

Free Minor & Major Releases - You will receive all minor and major software releases that are released during your support period at request. Updates that you receive cover the specific edition of the product that you have purchased and typically include many additional features.

Maintenance - During the support period you may also report any software problem or error to us using the same support process described above. If we determines that a reported reproducible material error in the software exists and significantly impairs the usability and utility of the software, we agrees to make reasonable efforts to provide a usable work-around solution or to correct the issue in an upcoming service pack or software release (made available at our sole discretion).

Other important information:

Support Period - The Support & Maintenance Package that is currently offered with our products covers the product for which it is being purchased for a period of either one or two years. The support period begins on the day you purchase the product license and extends for a period of exactly 12 or 24 months, depending on whether you purchase the one- or two-year option. SMP may be purchased at the time you purchase a product license and during the 30 day period immediately thereafter. For all commercial products you may also renew an existing SMP for an additional one- or two-year period. During the support period, you will receive SMP services as they are described on this page and further defined in the mendelson End-User License Agreement ("EULA") or in the SMP Terms of Use, as applicable.


Technical support only covers issues or questions resulting directly from the operation of the software.

We do not offer technical support by phone. You must use the Support Form available on our Web site or send an e-mail to service@mendelson-e-c.com for all support related issues. Our support staff will typically answer your priority incidents reported via our support form within 1-2 business days.

If you choose not to purchase SMP for your software, you will not receive technical support for your product purchase, and you will be not eligible to receive and software updates for free.

NOTE: The description of the services on this page only represents an overview of the benefits of our Support & Maintenance Package. For an exact definition of the terms and of the actual Support & Maintenance services included, please refer to section "6. SUPPORT & MAINTENANCE" in the mendelson End-User License Agreement ("EULA"), in the mendelson Authentic End-User License Agreement , or in the SMP Terms of Use, as applicable.

Note - The description of the services on this page only represents an overview of the benefits of our Support & Maintenance Package. For an exact definition of the terms and of the actual Support & Maintenance services included, please refer to the mendelson End-User License Agreement ("EULA") or in the SMP Terms of Use.

The word "package," as it is used on this site, does not refer to a physical product package, but is defined as a bundle of services which are sold together as a unit.

 

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