Software Maintenance

Designed and Customized to Meet Your Needs

Enterprise support is available to customers who sign a maintenance contract for the product. The maintenance contract is designed and customized to meet the customers' requirements. General maintenance contracts are based on a one year basis, starting year two (1st years' maintenance is included in the initial purchase), but extended contracts are available to suit and match your organization's policies. Maintenance contracts will include all levels of support, bug fixes and enhancements to the current product. A new version, with significant operating system changes, will warrant a new purchase.

Our Annual Maintenance

Software Maintenance is designed to offer our clients with upgrades, features, and software fixes in a timely manner. Software maintenance contracts provide clients with free major and minor software upgrades and updates, unlimited free technical support, the option to Beta test new products, and numerous additional features and benefits.

• One year free unlimited technical support
• One year free unlimited installation support
• Free major version upgrade via downloads *
• Free intermediate releases within major version
• Additional preferred customer discounts
• Unlimited telephone support
• Unlimited E-mail support
• Priority response for error reports
• On-demand FTP downloads
• Documentation updates

* Unless significant operating system changes are made. Please call our Sales or support number or contact us via e-mail for additional information.

Annual Maintenance Contract Benefits

• Free Official Releases, and Updates to Software
  All clients who have purchased maintenance contracts are eligible to receive, at no additional charge, any official releases and updates of the software during the maintenance period. Clients will be notified via e-mail of the availability of new software downloads so they can take advantage of the new features and improvements. Additionally, all minor updates to the software will be available at no additional charge.
• Unlimited Technical Support via Telephone
  Our Technical Support team is specifically trained to address a wide range of questions about our software. If we are not able to address your question over the phone, we will make every effort to obtain an answer for you within one business day. Each Technical Support specialist is dedicated to helping you achieve the highest level of customer satisfaction possible and will go the extra mile to accomplish this.
• Unlimited Technical Support via E-mail
  Our Technical Support group prides itself in offering the highest level of E-mail/FTP support. We are ready to address your technical questions. Whether simply communicating questions through an e-mail text message or registering your problem via our Automated Tracking System, we are able to handle your inquiries quickly and efficiently. E-mail support is an excellent method for sending any problem details, screenshots of error messages, and to receive updates and patches.
• Priority Response to Error Reports
  Software users with a maintenance contract that experience an error can contact our Technical Support group, who will work with the user to reproduce the error, determine the cause of the issue, and provide a solution in a fast and efficient manner using our step-by-step approach, the reason for its occurrence, and the resolution.
• Direct Bug Fix Updates
  In the case of a software error, the user's issue will be forwarded to the Developers' Division. As soon as a solution is developed, it will be provided to the user via e-mail, or an FTP download.
• Documentation Updates
  As new features are released, documentation may be revised periodically. Software users with maintenance contracts will have the option to download the latest documentation for their software from our FTP site. The updated documentation may include new tutorials highlighting new functionality or updated content for newly implemented features.
• On-Demand FTP Downloads
  Your maintenance contract will enable you to obtain software upgrades, updates, and bug fixes via our dedicated FTP site. Software-specific downloads will also be available.
• Option to Beta Test new products
  Clients with maintenance contracts will be considered for "first round" Beta Testing of new autocipher developed software versions, and new products.
• Annual Reminder
  We can provide automatic upgrades to help clients stay updated with our latest software release versions, saving them time and money. With annual maintenance, you will receive an annual reminder, approximately one month prior to the expiration of the maintenance contract, indicating that it is time to purchase a new contract, if desired.
• Ongoing Support
  Annual maintenance contracts purchased beyond the first year continue with the same benefits as above.