Last updated: July 23rd 2010
When you purchase a software license you are purchasing the current version that is available at the time of your purchase. You will always have full use of the version you have purchased.
With your purchase of any software you receive 6 months of software updates and complimentary support by telephone, email, Source-Connect and our forums. With any Source-Connect Pro purchase you receive 1 full year of software updates and complimentary support.
You will need a support contract for each of the following product licenses you own:
All other products do not require support contracts. Future versions and updates are sold separately.
If you wish to accesses free software updates along with our full, comprehensive tech support you must subscribe to our support program from the moment your included support contract with your original purchase ends, otherwise known as Uninterrupted Support. You will always be given the opportunity to backdate any missing support months within any software license support contract to allow access to software updates and any beta versions that may be available at the time.
Alternatively you may choose to pay separately for individual updates and support on a per-incident and per-version basis. See software updates or Technical support below for more information.
With a current support contract we provide support for the following over telephone and Source-Connect:
Scroll down for details.
Your support contract also includes:
You can expect full support from us for the following, and can contact us via telephone during office hours, or connect directly over Source-Connect. You can also email us and receive priority email support, or use the community forums.
We support the following:
Examples of what we don't support outside of a support contract:
Support is still available:
Technical support requests outside of a current support contract are available for $25 for the first 15 minutes or $50 per hour thereafter.
In addition to accessing our support services, all Uninterrupted Support contracts receive free upgrades. This means you will also have the most up-to-date version of your software. If your support contract lapses for any period of time you will need to pay the outstanding support fees or purchase the upgrade, whichever is less.
You may choose to not participate in the support program, and upgrade at any time to a newer version by paying a one-time upgrade fee. Upgrades must be purchased in sequence, i.e. to go from version 3 to version 5 you must purchase version 4 as well. Pricing for individual updates will be determined per release.
We will notify you by email prior to the expiration of your support contract. You are given the opportunity to extend your support contract on an ongoing monthly or quarterly basis or pre-pay for a period of months or years for deeper discounts. Once your contract expires you'll notice that you are no longer able to establish a connection with our support team with Source-Connect, and for technical support you'll need to contact us via email or use the forums. If you're contract is expired and you would like live assistance, all you need to do is sign up for extended support and refresh your connections, and you'll have full service available to you immediately.
To access new software updates you will need to ensure you have Uninterrupted Support. This means any missing support months between the expiration of your last support contract and now must be purchased. You can do this at any time, or choose to purchase any individual software update separately.
Support contracts starts at $28 per 3 months if you are paying on a recurring quarterly basis, or you can pre-pay for discounted pricing. You can set up your account to be billed on a recurring basis, and you can cancel this at any time.
You'll see a notice on your dashboard describing your current support status, and a full run-down of payments. If you choose to sign up for recurring payments you can monitor this from your dashboard and modify or cancel your details at any time. You'll also receive an invoice by email when any payments have been made.
Absolutely! Your right to use your software licenses will never expire and you will also retain at least the functionality that exists with your current version. You will still be able to access support by email and using our useful online forum comumunity. Additionally, you'll always have access to our automated testing services such as the online 'echo' service and the PortChecker.
Contact us for bundle and volume pricing.
Yes. If you decide to sell your software license any current support contract will be included with the sale. This means that if you keep your support contract up-to-date and sell it on, the next licensee will benefit from our upgrade policy and profile support. This can potentially make your license valuable. Transfer of your iLok license ownership requires a $25 fee on iLok.com. Please see iLok.com for details. The new owner will need to contact Source Elements to request a transfer of ownership. We charge $50 for a transfer of ownership. This includes transferring your support contract if applicable to the new owner.
For all other topics not directly related to our software products and services you'll need to purchase Advanced Support credits.
This page was last updated on October 22nd, 2009