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12.5. What does the Support Maintenance license cover?
When you purchase the Star Bill of Lading software from us, you get a full year of Support from our Help Desk, whether by email or by phone.
As long as you do not have a customized version of the software, you also have the option to update the software when new updates become available. Due to the issues with SPAM emailing we do not notify our customers directly at this time. You can check for updates at anytime from inside the program. Just click on the Help menu, then select "Check for Updates". This will check our web site for a newer version. If an update is available it will then prompt you to download the latest version and install.
Also included are any Upgrades that come out within a period of 1 calendar year from the date of original purchase. If during the first year a new version is released, you are eligible for a free Upgrade to the current version. For example: version 12.XX is released and you are running version 11.XX. If there is an Upgrade available, you will need to contact us to receive a new set of Registration Codes to unlock the newer version. Contact us via our Help Desk and we will send you the new codes. *
* This is only valid for customers that are current with the Support Maintenance license, and do not have a customized version of the software.
If your Support Maintenance license has expired, you will no longer be able to update or upgrade the software. Also the Support via the Help Desk is very limited, and you will no longer be eligible for phone support. If you do need Support, we would have to charge you for the Support in advance. Our current rate for Support with customers that are not current, is $175.00 per hour, with a minimum 1 hour charge.
After your initial year of Support Maintenance our systems automatically generates an Order/Invoice for an Additional Year of Support Maintenance. This is mailed to you one month prior to your license expiring and sent to the address we have on file from the original purchase. If it happens to come back as undelivered, we make all attempts to correct the address, via email, or calling you or your Company.
When you pay the invoice, we update our records with the payment and extend your Support Maintenance license for an additional year.
Included on the invoice, there is an option to purchase the latest version to be shipped to you on either CD, or USB drive. The additional costs are listed on the invoice for each media type. There is also an option for Media (None), which means there will not be a copy of the software shipped to you. It is only available via download.
If you do not pay the invoice, that is fine as the current version you are running will not expire, you would no longer be eligible for Support, Updates or Upgrades.
If you are expired from the Support Maintenance licensing, do not attempt to Upgrade, as your Original Registration codes will not work with the newer version, and you would have to purchase the Upgrade version to get it back up and running. You can check the status of your license by contacting us via our Help Desk.