Maintenance - What do I get with it?
The maintenance service entitles you to the following:
If the tool does not function according to the tool's documentation or if the tool has a technical problem you get access to our technical support who will analyse and diagnose the problem. In the case of a faulty tool, you will automatically receive the problem upgrade in your download area with the next software patch release. In all other cases you will be advised of the next steps (See section Maintenance - What do I need to do when I have a problem with your tool?).
Maintenance - How long is it good for?
Each new tool you purchase comes with a default 90-day maintenance service. Optionally, an annual maintenance service can be added for each new tool and this annual maintenance service can be renewed each year. If the maintenance service period has expired your personal download-area and technical support will no longer be available.
Maintenance - How much does it cost?
The annual maintenance service fee is 20 % of the product purchase price.
Maintenance - What is it that it will NOT do for me?
The maintenance service does not support that is not related to a product fault. Additional support however can be obtained at an additional charge. See Maintenance - Additional Support section for more details.
Maintenance – Update policy
We provide any revisions to the version purchased by the licensee at no further cost in the first full year after purchasing the product. (i.e. if the user purchased for instance BOUND BASE™ v1.0, then any revisions of 1.0 such as 1.1 and so on will be provided at no additional cost.) Outside the maintenance period, the licensee receives a discount on any upgrades as developed by PAVERS. (i.e. if PAVERS develops BOUND BASE™ v2.0, the user shall be entitled to a discount purchase price for that version). If the licensee has opted for an annual maintenance service, revisions and program updates are made available at no costs. You will be notified when a revision or an update is available and its cost you.
Maintenance - What do I need to do when I have a problem with your tool?
If you do encounter problems with our tools, the following is necessary:
Describe your problem in detail in an email message. Attach input and output files, your test case and your program code if possible. Address it to email@example.com.
We will analyse your problem. If it turns out to be a tool error we will fix the tool and make it available with the next patch release where you will be able to download it from your download-area if you have an active maintenance service in place.
If the problem is not related to our tool we will advice you of that and we will propose a potential approach together with an estimate for the anticipated effort.
Maintenance - Additional Support
For additional support outside of the regular maintenance service, such as programming support or support that is not related to a product fault, a separate charge will apply. This charge is based on effort. Please contact us at firstname.lastname@example.org for quotes in this case. Typical "Additional Support" requests involve pavement engineering, help with using the tools, help with manuals or help analysing and solving pavement queries. Note that in-situ Pavement Evaluation Surveys are done by Pavers Team partners.
Should you order your PaversŪ tools without maintenance, the
following conditions will apply with respect to maintenance:
- Ordered Product Version: The product version that you order does
not have an expiration date.
- New Versions within 60 Days: If a new version of the product is
released within 60 days of the purchase date, you will receive the
new version at no additional cost.
- New Versions after 60 Days: You will not have access to new
versions that are released after 60 days from the date of purchase.
If you want to use a newer version, you will have to purchase the
product again at list price.
- Technical Support: Technical Support is only provided during the
first 60 days after date of purchase (see "Maintenance - What is
Included"). If you require support after the first 60 days, you will
be billed separately for our services.