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Support Plans

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TOP Server Warranty

All purchases of TOP Server licenses include a 90 day warranty period.  During this period, clients are entitled to free email and phone support.  The TOP Server license agreement includes full details on what is included in warranty and support.  If your support period is still valid when a new version is released you can upgrade for free.  If your support period is ended, there is a fee to upgrade your TOP Server.

NOTE:  Only one free product registration per year is provided if the product is outside the support/warranty period.  All licenses on the same PC must be covered by a support contract to receive the benefits of the Support and Maintenance Program (see details below).

Support & Maintenance Program

TOP Server users can obtain a longer period for phone and email support and additional updates through purchase of the optional Support & Maintenance Program with the original product license purchase.

Purchase of the support and maintenance program adds support and updates for a period of 12 months (for a total of 15 months when purchased with your license).  Subsequent renewals are for additional 12 month periods.

Support Details:

  • Up to 4 hours of phone support per month and unlimited email support.  Additional engineering services are quoted based on our current professional services rates.
  • Unlimited knowledgebase and online support resources access

Update/Maintenance Details:

  • Includes updates for the existing licensed software product for the duration of the support term.
  • If there are new products available after an upgrade that were not part of the licensed software when the maintenance & support program was purchased, licenses and support for the new products would need to be purchased separately.  Contact us if you have a specific situation of concern.

Support & Maintenance Reinstatement Policy

When a support agreement or warranty has lapsed for a period of less than one year, a new Support & Maintenance Agreement can be backdated to the day following the end of the expired contract or warranty. In this instance, there is no relicensing or reinstatement fees.

When a support agreement or warranty has lapsed for a period of greater than one year, the customer will need to pay a support Reinstatement Fee in order to make that software eligible for support. With this payment, support can then be ordered on a go-forward basis. For administrative ease, we has combined the Support Reinstatement Fee with one year of support for a single orderable Product ID and price. Contact us to obtain a quote for your specific drivers.

Support & Maintenance Plan Renewal

We will contact you prior to your support plan expiration date and provide a quote for renewal of your support.  You can request a quote for your renewal for planning purposes from our team any time.

 

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P: 1-888-665-3678 (US-Sales) or +1-704-849-2773 (Support & International), F: +1-704-849-6388
148A East Charles Street, Matthews, North Carolina, USA 28105
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