Maintenance and Support explained

What is the Maintenance and Support plan?

In short, it’s a contract, tied to a software license, that entitles customers to the following:

• All updates/upgrades to all minor and major versions released during the subscription coverage period
• Documentation, and knowledge base access
• Email/ticket support when incidents occur (for example if the software has a bug or is behaving differently from the documented wayway)
• Remote assistance support (up to 3 incidents a year,exclusively when deemed necessary and offered by Syncplify support staff)

Please be aware that we constantly work on our software to improve it and to fix bugs that are found or reported by our users; therefore, please, kindly refrain from submitting a support request unless the problem occurs with the most recent Syncplify Server! version. If you report an issue on an older version, chances are that it's already been fixed, and it will save you time to simply update/upgrade the software to the most recent version rather than waiting for our support staff to intervene.

Given all the above, it is therefore importantof fundamental importance to understand what incidents are:

• if the software is behaving differently from Syncplify's official documentation, or you have identified a bug, that is an incident, and its resolution is included in the Maintenance and Support plan (if active)
• if you simply don’t know how to do something, that’s not an incident, and we kindly ask you to – please – read the documentation and search the knowledge base before contacting our support team (we’re deeply grateful for your understanding) - if you still prefer us to perform these tasks for you, please keep in mind that these won't be covered by your Maintenance/Support plan, and will be instead Professional Services

The cost for a maintenance/support plan is typically around 30% of the license MSRP. However, if you select multiple years of maintenance and support during your license purchase process, a discount is applied based on the number of years you wish to pre-pay for. So, for example, if you buy a single Basic license ($349) your annual optional subscription cost will be $104.70; another example: if you buy 2 Professional licenses without WebClient! ($849 each, total $1698) your annual optional subscription cost will be $509.40 ($254.70 * 2).