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Maintenance and Support explained

What is the Maintenance and Support plan?

Plan?

InThe short,Maintenance it’sand Support plan is a contract,contract tied to ayour Syncplify software license, that entitles customersdesigned to provide you with comprehensive support and updates. Here are the following:key benefits you can expect:

  • AllSoftware updates/upgradesUpdates and Upgrades: Access to all minor and major versionsversion updates released during the subscription coverage periodperiod.
  • Documentation,Documentation and Knowledge Base: Full access to our extensive documentation and knowledge base accessresources.
  • Email/Email and Ticket Support: Assistance via email or ticket supportsystem whenfor incidents occursuch (for example if theas software has a bugbugs or isunexpected behaving differently from the documented way)behavior.
  • Remote assistanceAssistance: supportRemote inassistance, the form ofincluding remote desktop sessions, phone calls, or online meeting,meetings, etcis (exclusivelya valuable part of our support services. However, please note that this type of support can only be initiated by our support staff when deemedthey deem it necessary andto offeredresolve byyour Syncplifyissue. We appreciate your understanding that this service is not available for customer-initiated requests. Our support staff,team will assess each situation and weoffer requireremote up-to-dateassistance softwareif it is determined to be the most recenteffective version priorway to schedulingaddress these)your needs.

Importance of Running the Latest Version

To provideensure you withreceive the best possible support, we kindlyrecommend askkeeping youyour Syncplify Server! up to makedate sure you're runningwith the latest version of Syncplify Server! before submitting a support request.version. Our team iscontinuously constantly workingworks to improve the software and fix reported issues, so the most recent version will mostis likely already fix what you're attempting to report.resolve many problems. If you'reyou experiencingencounter an issue with an older version, updating to the latest release will likelymay solve it and save you time. Should you  still experienceIf the sameissue problempersists while usingwith the most current version, our support team willis be more than happyready to assist you promptly.

Understanding Incidents

Given all the above, itIt is therefore of fundamental importancecrucial to understanddistinguish between what incidentsconstitutes are:an incident and what does not:

  • ifIncidents: If the software is behavingbehaves differently from Syncplify'sthe official documentation,documentation or if you have identified a bug, thatthis is considered an incident,incident. and itsThe resolution of such issues is included in the Maintenance and Support plan (if active)it is active.
  • ifNon-Incidents: If you simplyare don’tunsure knowabout how to doperform something,a that’sspecific task, this is not considered an incident,incident. and weWe kindly ask you to –refer pleaseto – read theour documentation and search the knowledge base before contacting our support teamteam. (we’re deeply grateful for your understanding) - ifIf you still prefer usour toassistance performwith these tasks for you,tasks, please keep in mindnote that thesethey won'twill not be covered byunder yourthe Maintenance/Support plan,Maintenance and willSupport plan but can be insteadaddressed through our Professional ServicesServices.

Costs

The cost forof a maintenance/maintenance and support plan is typically around 30% of the licenselicense's MSRP.MSRP. However, if you selectcan benefit from discounts by pre-paying for multiple years of maintenance and support during your license purchasepurchase.

process,

For aexample:

discount
    is applied based on the number of years you wish to pre-pay for. So, for example, if you buy a
  • A single Basic license ($349) yourwould have an annual optional subscription cost will beof $104.70;70.
    • another example: if you buy 2
  • Two Professional licenses without WebClient! ($849 each, total $1698)1,698) yourwould have an annual optional subscription cost will beof $509.40 ($254.70 * 2).

By understanding these details, you can make the most of your Maintenance and Support plan and ensure seamless operation of your Syncplify Server!.

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