Maintenance and priority support

The services of the 1-Year Maintenance & Support Pack include


Priority technical support

Our Support Team will support you in any question or problem related to the product during any phase of the product's life cycle. Within the scope of our priority technical support, we will analyze your configuration and provide a solution for you.
We are specialized in support via e-mail, by which you can send your problem description, product data, configuration files etc.We may also use Skype to get fast interaction, file sharing and problem solving. We will of course be available for supplementary phone support. Phone support is preferrably arranged by email in order to find a time that suits both you and us to prepare for your case.
Our Support Team will provide you with a qualified support during Mon - Fri, 09:00 - 22:00 GMT+1 as soon as possible or latest within 1 business day. We are also available some weekends

Free upgrades

You will receive all maintenance releases or updates or upgrades for the duration of the support period, which may or may not include additional features. Updates and maintenance releases cover the minor releases within the same major version of the software that you have purchased. Upgrades to the next major version are also included in this maintenance.

Diversified support

We are not bound to any special support tools. We can provide remote desktop/screen sharing support with Team viewer, Yuuguu, Webex and other similar tools. We use Skype to get fast interaction, send files and solve problems.

Purchasing a Maintenance pack


I have a VisualCron license

If you have a VisualCron license but no Maintenance Pack license you can purchase the Maintenance Pack license separately. There are two types of maintenance packs available based on how many servers you have; the 1-Server Maintenance Pack (typically for a single server) or the Site Maintenance Pack (all servers on one site).
You purchase the Maintenance Pack from the order page . Choose between the two maintenance packs and click Buy now. Once the payment is complete you will receive instructions by email on how to associate your existing VisualCron license with the Maintenance Pack license.

I don't have a VisualCron license

If you don't have a VisualCron license, you can buy a combined software and Maintenance Pack license. Buying the combined license is cheaper than buying the products separately.

When purchasing VisualCron with a Maintenace Pack, the VisualCron license will be automatically associated with the Maintenance Pack.

Support period

The maintenance and support period begins on the day you purchase the 1-Year Maintenance & Support Pack and extends for a period of exactly 12 months. The support period is not dependent on when you purchase the 1-Year Support and Maintenance Pack - it always covers 12 months.

Renewal notice

You will receive an email notification when your Maintenance Pack license is about to expire. The email will be sent one month before the expiration date. You can check activation/expiration info anytime here.

Associating a Maintenance pack


Non-reseller

When you have purchased a maintenance pack it will appear on the My licenses page. Scroll down to the section Associate maintenance. Select the maintenance code that you want to associate to a certain license. Selet the server/activation code you want to associate the purchased maintenance with. Click Associate codes. Repeat this procedure for all existing maintenance codes and remember to select another server/activation code if you have several - otherwise you will increase the maintenance date on the same, already selected server/activation code.

Reseller

When you have purchased a maintenance pack it will appear on the My licenses page. Scroll down to the section Associate maintenance. Select the customer name - if you cannot find it please contact sales@visualcron.com and let us know all details about the end user (customer name, contact person, contact email). Select the maintenance code that you want to associate to a certain license. Selet the server/activation code you want to associate the purchased maintenance with. Click Associate codes. Repeat this procedure for all existing maintenance codes and remember to select another server/activation code if you have several - otherwise you will increase the maintenance date on the same, already selected server/activation code.

Transferring license(s)/order (resellers only)

If you have have purchased a normal license (not maintenance pack) you need to transfer the license to the end user. After purchase the license(s) will appear on the My licenses page. Scroll down to the Transfer license/order. If you want to transfer all purchased licenses for a single order to one customer then click "Select entire order" and then select or write end user company name and then click Transfer license. If you want to distribute your licenses over different users then you click Select activation code and then select or write end user company name and click Transfer license.

Using VisualCron without Maintenance pack


Upgrades

If you do not have a Maintenance pack you are only allowed to use the version that was available at purchase date. To know which version you are entitled to use according to your license please go here.

Support

If you don't have a Maintenance pack you receive free support through the Forum

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