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Maintenance and Support

What is software maintenance?

RENOVA Software Maintenance and Support includes access to technical support and any software upgrades, patches and bug fixes that may...

How much does software maintenance cost?

Software maintenance renewal costs are calculated at 20% of the total licence fee. For example, if you purchase 500 licenses...

What is meant by support expiration?

RENOVA Software Maintenance and Support is typically purchased with 12 months of software maintenance. Once this initial maintenance period comes...

When will I receive a notification that my maintenance will be expiring?

We send our renewal notices out 30-60 days prior to the expiration of maintenance, to ensure appropriate time is given...

Why is it important to renew before my maintenance expires?

A renewal prior to expiration ensures continuous maintenance services and avoidance of the additional costs related to lapsing on support.

What happens if I don’t want to renew my maintenance?

If your maintenance lapses, you will not have access to technical support or software upgrades, patches and bug fixes.

Why do I have to pay back maintenance fees if I lapse on support?

During any period of maintenance lapse, we continue to invest in R&D related to the product to provide upgrades/newer versions....

What is the reinstatement fee?

This is a late fee for contracts that were not renewed prior to their expiration date. This is calculated based...

I didn’t use technical support last year. Do I need to pay for service this year?

Customer’s support needs vary from year to year. There may be one year where they need little support, and another...

Why is it important to stay current on support? Can’t I just pay as needed for technical support?

No. You can never predict when you will need support. A current maintenance contract ensures that support services are available...

Can I renew just the maintenance and not support?

No. Your maintenance and support are combined under your contract.

Why does support start at the time of invoicing and not at the time of installation?

As soon as you are invoiced you are eligible to begin use of your product. We do not know when...

What happens if I don’t renew? Can I still use my license?

Perpetual license customers will continue to be able to use the then-current version of their licensed software, however without a...

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