Q. What is a maintenance
contract and why should I get it?
A.
AssistMyTeam Support and Maintenance Contract
includes:
 |
1 year of support to any problems with
the product |
|
|
E-mail/Chat/Telephonic
support |
|
|
Free upgrades to minor and major
versions of the product within the
period |
|
|
Remote assistance on your system |
|
|
Response to your support request
from our technical team within 24 hours |
Customers are only eligible for these services if
they have a valid maintenance contract.
Q. Is a maintenance contract mandatory after it had
expired? If I don't renew, would it affect the
functionality of the product?
A. The maintenance contract is optional. When
you purchase a license, a year contract is included
for free. However, from second to subsequent years,
it is recommended that you renew the maintenance
contract, so that you get the best out of the
product.
In case if you
choose not to renew it, your license is still valid
and would work without any hitch in the version of
the product installed on your system. PLEASE
NOTE, any license you purchased from us, is valid
life-time, but on the particular version of the
product that was installed on your system. If you
maintain the support and maintenance contract, a new
license valid for the new version of the product
would be automatically emailed to you.
Q.
How much does the maintenance contract cost after
the first year of free maintenance?
A.
The charges for renewal (1 year or more) depends on
the product category. For more, refer to the product
purchase page.
Q. How do I order to renew my maintenance contract?
A.
Simply visit the product home page, and go to
purchase section. Or, if you are not sure, visit the
AssistMyTeam Support home page at
http://www.assistmyteam.net/Support/
From there you can order a new
maintenance contract.
Q. How long after a maintenance contract has
expired can I renew it?
A.
There is no deadline to renew maintenance. It is
however beneficial for you to renew it before the
expiration date or as soon as possible after the old
one has expired. Renewals that come in after the
maintenance has expired will be backdated to start
from the old expiry date. Also, you are only able to get technical
support and software maintenance when your support
contract is valid.
Q. When renewing the maintenance contract when
does the renewal period start?
A. The renewal maintenance period is always
backdated to start from the expiry date of the last
maintenance period.
Q. What if I have licenses
for two or more products from AssistMyTeam?
A.
For each product, you need to maintain a maintenance
contract. So, if you have two licenses for two
different products, two parallel maintenance
contracts will be needed.
Q. Where can I check whether my maintenance
period has expired?
A.
After you have renewed a maintenance contract, you
will receive an email about the contract you had
purchased. It will also include information on the
validity of the contract. For new product purchase,
the duration of the maintenance contract is also
included in the email that is sent to you with the
license key.
Q. If I have an urgent technical support request
- will I be able to get support from AssistMyTeam?
A.
When you specify your company by contacting us, our
technical support personnel will check that you have
a valid maintenance contract. You are only able to
get technical support and software maintenance when
your support contract is valid.
Q. How can I get software updates to my license?
A.
The software updates are available on the
corresponding product home page. We also
periodically sent out email notification to licensed
users to upgrade to new version, when available.
