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Support and Maintenance Subscriptions

Note: Support and Maintenance Subscriptions replace the Upgrade Protection Subscriptions previously offered for some software. All existing Upgrade Protection subscriptions have been converted to Support and Maintenance Subscriptions.

Customers who do not already have a Support and Maintenance/Upgrade Protection Subscription will need to purchase a Support and Maintenance Subscription in order to continue receiving technical support after January 1, 2010. Please contact the sales department if you need to purchase a subscription.

A Support and Maintenance Subscription includes technical support and all software updates (major releases, minor releases, and maintenance updates) for the duration of the subscription period.

The following table describes the benefits of the Support and Maintenance Subscription.

	With Support and Maintenance	Without Support and Maintenance
Technical Support	Technical support is available through our Web-based request form for the duration of the subscription term.	Technical support is available through our Web-based request form for 30 days after your purchase of the software license.
Technical Support	Priority telephone support is available on a pay-per-incident basis. Self-help is available through the Knowledge Base and the Community Forums, but Arcana Development makes no guarantees that its employees will provide assistance through the forums. All technical support requests must be initiated through our Web-based request form. A support engineer will respond to your request by e-mail within 8 business hours, and may, at his or her discretion, offer support by telephone or live interactive chat as well.
Product Updates	You are entitled to all software updates released during the subscription period. This includes major releases, minor releases, and maintenance updates.	Your license is valid only for the version specified at the time of purchase. Maintenance updates may, at the discretion of Arcana Development, be made available to correct software defects.
Maintenance	If Arcana Development determines that a defect in the software is materially degrading your use of the software, we will make a reasonable effort to provide a workaround and/or to correct the problem.	Software is provided "as is," and Arcana Development makes no guarantees that any software defects will be corrected.

Additional Information

Purchasing Support and Maintenance	Support and Maintenance Subscriptions can be purchased at the same time as the software license is purchase or within 30 days thereafter.
Renewing Support and Maintenance	Support and Maintenance Subscription renewals cost 25% of the current base license price for the software. Subscriptions must be renewed no later than 30 days after their expiration date.
Multiple Licenses	If you have licenses for more than one copy of the software, you must have an active Support and Maintenance Subscription for all active licenses in order to receive technical support under your subscription. For example, if you have 5 licenses for adTempus and 4 licenses are deployed, you must have at least 4 licenses covered under your active subscription in order to receive support.