Maintenance and support plans explained

What the plan is

The maintenance and support plan is a contract tied to your Syncplify software license, designed to give you comprehensive support and updates. These are the key benefits:

• Software updates and upgrades: access to all minor and major version updates released during the subscription period.
• Documentation and knowledge base: full access to the documentation and to this knowledge base.
• Email and ticket support: assistance through the ticket system for incidents such as software bugs or unexpected behavior. See How to get support from Syncplify.
• Remote assistance: remote desktop sessions, phone calls or online meetings are a valuable part of the service, but they can only be initiated by Syncplify's support staff when they deem it necessary to resolve your issue. This kind of assistance is not available for customer initiated requests: the support team assesses each situation and offers remote assistance when it is the most effective way to address your needs.

Why running the latest version matters

To receive the best possible support, keep your Syncplify Server! up to date with the latest version. The team continuously improves the software and fixes reported issues, so the most recent version is likely to resolve many problems. If you encounter an issue on an older version, updating to the latest release may solve it and save you time. If the issue persists on the current version, the support team is ready to assist you promptly.

What counts as an incident

It is important to distinguish between what is an incident and what is not:

• Incidents: the software behaves differently from the official documentation, or you have identified a bug. Resolving such issues is included in the maintenance and support plan while it is active.
• Non incidents: you are unsure how to perform a specific task. This is not an incident. Please refer to the documentation and to this knowledge base before contacting support. If you still prefer Syncplify's assistance with such tasks, they are not covered by the plan but can be addressed through Professional Services.

Costs

The cost of a maintenance and support plan is 30 percent of the current MSRP of the licensed edition, regardless of the version you are actively running. Because an active plan entitles you to run the latest release, it is always priced against the latest release's MSRP. Discounts apply when you prepay several years at license purchase time.

Two examples, based on v8 pricing as of June 2026:

• A single Basic license ($799) carries an annual support cost of $239.70.
• Two Professional licenses ($1,999 each, $3,998 in total) carry a combined annual support cost of $1,199.40 ($599.70 each).

To buy or extend a plan, see Buying or extending a maintenance and support plan.