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Maintenance FAQs

Table of contents

Q:
What is Maintenance and why is it necessary?
A:
The EMS Software Maintenance Program is a cost-effective and comprehensive program that includes technical support, software updates, and many other benefits. When you participate in the software maintenance program, you automatically receive the newest versions of EMS software upon release at no additional cost. This allows you and your organization to keep up with the latest software technology developments, take advantage of usability improvements, and manage software licenses more easily. As a participant of the EMS Software Maintenance Program you are eligible for:
  • Technical Support assistance from skilled and experienced professionals
  • Communications for the purpose of consultation on operational aspects of the software
  • Free software enhancements, updates and upgrades during the maintenance period
  • Access to personalized SQLManager.net account
  • On-line, speed-through maintenance renewal
  • Advanced and exclusive notification of software promotions
  • "Maintenance Owner ONLY" product promotions
Q:
How much does Software Maintenance cost?
A:
Maintenance pricing is a percentage of the SRP (Standard Retail Price) of the product for which maintenance is purchased. Maintenance pricing depends on the period you purchase it for and makes:
1 year Maintenance - 30% of the product SRP;
2 year Maintenance - 25% of the product SRP per each year;
3 year Maintenance - 20% of the product SRP per each year.
Thus, if you would prefer longer term coverage, you can purchase 3 year Maintenance for only 60% of the product SRP, which is a lot cheaper compared to paying 30% annually. Maintenance will always be quoted as a percentage of SRP rather than of net, or purchase, price. Pricing for maintenance terms beyond 3 years will be provided upon request.
Q:
How do I purchase or renew my Maintenance?
A:
The purchase and renewal of maintenance is the same process as purchasing licenses. Software maintenance for eligible products may be renewed via your personalized SQLManager.net account. Your SQLManager.net account reflects all of your software purchases and maintenance contract dates, and allows you to renew Maintenance for the purchased software.
To renew Maintenance for any EMS product please do the following:
  • Login to your Member Account (https://secure.sqlmanager.net/login)
  • Make sure that the necessary product is assigned to your Member Account at the "My Products" section (if not, please, register it at the "Register My Product" section)
  • At the "Renew Maintenance" section choose the necessary product and follow the "Renew Maintenance Wizard"
Q:
Can I buy Maintenance for a time period other than 12 months?
A:
Yes, sure. You can buy 1-year, 2- or 3-year maintenance. Purchasing 2- or 3-year maintenance is a better option from a pricing standpoint if you would prefer longer term coverage, since maintenance pricing depends on the period you purchase it for, and makes 30% of SRP for 1 year, 50% for 2 years and 60% for 3 years. In order to purchase a product with 2- or 3-year maintenance you should just select the corresponding option when you place your order.
Q:
When does the Maintenance term start?
A:
The Maintenance term begins on the purchase or delivery date (whichever is later) of your software product.
Q:
My Maintenance has expired. Can I renew it?
A:
Sure you can! If your maintenance has expired, you may reinitiate your maintenance by paying maintenance fee for a new contract term. Please mind that Maintenance period cannot be interrupted. This means that your current Maintenance period expiration date will be set as the starting date for the renewed Maintenance term.
Q:
Is there any deadline for Maintenance contract renewal after it has expired?
A:
There is no deadline to renew or reinitiate Maintenance. However, it is beneficial for you to renew it before the expiration date or as soon as possible after the old contract has expired  because Maintenance period can not be interrupted. This means that your current Maintenance period expiration date will be set as the starting date for the renewed Maintenance term.
Q:
Where can I check whether my Maintenance period has expired?
A:
You can check your Maintenance expiration date in the About dialog box of your EMS software (Help/About) or at the "My Products" section in your SQLManager.net account.
Q:
How can I activate my Maintenance?
A:
In case you purchased an EMS product with Maintenance, your Maintenance will be activated automatically after you enter the registration key in the registration dialog in your program. But if you purchased Maintenance separately you should simply open the registration dialog in your program and enter your registration name and maintenance key there.
Q:
If my Maintenance expires can I still use the product?
A:
Sure you can! EMS software licenses are perpetual and once you buy a license, you own it. You may use the product as long as you like. Nevertheless, after your Maintenance is expired, you won’t have access to any product updates, technical support and other benefits available only for the owners of valid Maintenance.
Q:
If I have questions about Maintenance whom can I contact?
A: