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In July of 2009, coinciding with the release of KEPServerEX version 5, Kepware is introducing |
a new License Service Agreement delivering both Technical Support and Product Updates as an optional purchase with a product sale. This service program will take the form of an annual service agreement, tracked on a per license basis, and will commence after the initial warranty period.
Kepware Warranty - The Kepware warranty period is 90 days from when the product is purchased. During this time, customers are entitled to free email and phone support and any product updates delivered with-in the 90 day warranty period. Additional technical support and product updates can be purchased separately. See the Product EULA (End User License Agreement) for additional Warranty information.
Kepware License Service Agreement - Includes both support and product updates. These items are not available separately. The License Service Agreement begins following the Warranty expiration and extends for one full year. The License Service Agreement includes Phone Support, Email Support and Knowledgebase Access. The License Service Agreement also includes product updates for the duration of the support term.
Support Details - Includes up to 4 hours of Phone support per month and unlimited email support. Phone support in excess of 4 hours will require a separate extended support contract, available on a custom basis. Unlimited email support and Knowledgebase access is included with the License Service Agreement.
Update Details - Includes updates for the Licensed product for the duration of the Support term. Updates are for existing licensed products only. Licenses may be upgraded with new products (contact Kepware for costs). After an upgrade, updates will be available as part of the normal warranty policy and new functionality will be supported under an updated License Service Agreement (contact Kepware for costs).
Out of Warranty or outside License Service Agreement Updates - Updates are available at any time after the warranty or after a License Service Agreement expiration, by purchasing a New, License Service Agreement. The cost for a New License Service Agreement, when not purchased with the initial license purchase or after a License Service Agreement has expired, is approximately 50% of the product list price. Once the License Service Agreement is current, renewals are available at the normal rate of approximately 20% of sales list price.
KEPServerEX License Unlock Policy - Kepware requires a Service Agreement to unlock licenses that have previously been unlocked. Please contact a Kepware Account manager for pricing and more information. |
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