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Maintenance and support plans explained
You are covered by Syncplify, which means entitled to support, bug fixes, license reactivation and license reissue, only when both of these conditions are true:
- your license has an active maintenance and support plan, and
- you run the current major version of the software, not a version under Limited Long-Term Support (LLTS) and not a retired one.
Both conditions are required. An active plan on an older version is not enough, and neither is the current version without an active plan. The conditions apply to every customer in the same way, regardless of when the license was bought. The version schedule shows which version is current.
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: every minor and major version released during the subscription period, free of charge.
- 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.
What a perpetual license means
A Syncplify license is perpetual. Once activated, it lets you run the version you licensed, on the machine or VM where you activated it, for as long as you wish, with or without a maintenance and support plan. That promise does not expire.
It covers the software as it is, where it is, and it holds for as long as nothing changes: no change to the hardware the license is bound to, no move to another machine or VM, no update, and no incident that requires help from Syncplify. A perpetual license does not, on its own, entitle you to:
- support of any kind, including help when something stops working
- bug fixes, updates or upgrades
- the reactivation of a license that deactivated itself
- the reissue of a license, for the same machine or for a new one
These are services, and Syncplify provides them only when you are covered, as described at the top of this page. When something changes, what Syncplify can do for you depends on your plan and on your version, not on the license alone.
Hardware changes on Syncplify.me Server! v1 to v5
The licenses of Syncplify.me Server! v1 to v5 are bound to the hardware of the machine. When the software detects a hardware change, such as vCPUs or RAM added to a VM, the license reverts to free mode, which allows one client connection at a time. These versions are retired, so Syncplify does not reactivate or reissue their licenses. The way forward is the current version: see If you are not covered.
Syncplify Server! v6 and later tell resizing a VM apart from moving to a different one, so resizing no longer affects the license. See Licensing and license codes.
Coverage, case by case
| Your plan | Your version | What Syncplify provides |
|---|---|---|
| Active | Current | Full coverage: support, bug fixes, license reactivation and reissue, and every update and upgrade released while the plan is active. |
| Active | Under LLTS | Limited, best effort support until the retirement date of the version, with nothing guaranteed (see What is LLTS). The plan includes a free license code for the current version and the upgrade to it, which is the remedy for anything LLTS does not cover. |
| Active | Retired | No support of any kind for the retired version. The plan includes a free license code for the current version and the upgrade to it; once you run it, you are covered. |
| Not active | Any | No support, no updates or upgrades, no license reactivation and no reissue. The software keeps running for as long as nothing changes. |
Why the current version is required
Running the current version is a condition of support, not a recommendation. Syncplify develops and fixes one version, the current one: every improvement and every fix goes there, and a problem reported on an older version has often been solved in the current one already. The hardware binding of v1 to v5 described above is an example: v6 and later no longer have it, and v6 was released in December 2022.
Staying covered, year after year, is up to you, and it takes two habits: renew the plan before it expires, and install the updates and upgrades it gives you access to. See Buying or extending a maintenance and support plan and the general rules for updates and upgrades.
If you are not covered
- Your plan is active, but you run a version under LLTS or a retired one: open a support request from the Syncplify Customer Center to get a free license code for the current version, then upgrade. See How to get support from Syncplify and the general rules for updates and upgrades; from Syncplify.me Server! v4 or v5, follow Upgrading from v4 or v5 to v8.
- Your plan has lapsed, on Syncplify Server! v6 or later: as a rule, you can reinstate it by extending it to a date in the future, as explained in Buying or extending a maintenance and support plan. Then, if your version is not the current one, follow the point above: the upgrade is free.
- Your plan has lapsed, on Syncplify.me Server! v1 to v5: the plan of these licenses cannot be reinstated or extended. To run the current version, you need to buy a new license; for a quote, write to sales@syncplify.com.
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 while you are covered, that is with an active plan on the current version.
- 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.