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.
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.
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).
Go to the My licenses page and select the licenses you want to renew. Then click on "Renew Selected" button. You are then redirected to the Cart page. Please complete the payment from there. After payment is completed the licenses will be renewed/associated with Maintenance. If you renewed directly from the Order page instead of My licenses page then you have to assign them manually. See Associating a Maintenance pack.
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.
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.
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.
Why should I renew?
To get priority support whenever you have serious problems. Downtime can cost a lot. Also, you get free upgrades to any minor or major version. Staying on the latest version ensures that you get the latest bug fixes and features. We issue about one release every month.
What happens if I do not renew?
The license itself is perpetual so it is forever but it is bound to a specific version. In order to update and get priority support, you need to renew. Also, if you run into problems and decide that you want to renew later it might come at an extra fee.
Associating a Maintenance pack
If you have renewed from the My licenses page by selecting a license and clicked Renew you do not need to manually associate the license after purchase.
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.
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 firstname.lastname@example.org 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
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
If you don't have a Maintenance pack you receive free support through the Forum