The changes below come into effect on March 31, 2023
Support Updates + Maintenance (SUM) is provided free for 6 months with new perpetual license purchases or with lease licenses for the term of the lease. The standard fee is set at 24% of the current list price per annum and covers:
- Technical support by email ticketing system within 48 hours
- Modeling assistance (any suggestions are for educational purposes only). If you require advanced support or advice, please contact us for consulting
- Access to the latest versions of the solution (minor or major)
- Free basic training on-demand
- License replacement (provided SUM has not expired after March 31, 2023. If it has lapsed, please see the license replacement terms below.)
Upgrades are available via our website and download. Users are notified by email when a new version is available and also via the application (Help | Check for updates). Telephone and video support (e.g. Zoom, Teamviewer) is reserved for Enterprise customers. Our support team strives to answer all queries within 48 hours, although some tickets may need to be escalated to the development team.
Customers who purchased before June 30, 2022, are currently receiving a discount from the list price of SUM. We strongly recommend keeping these agreements in place whenever possible, and not letting them lapse any longer than 60 days to keep the current discounts.
Contact sales@fluidflowinfo.com for your discounted rate to add more licensing.
Lapsed SUM Reinstatement or License Replacement fees
| Time after SUM expiry or if License is lost | % of list price to reinstate |
| 2 months - 12 months | 36% |
| 12 months - 24 months | 48% |
| 24 months - 36 months | 60% |
| 36 months+ | 80% |
| License Replacement (SUM lapsed) | 80% |
Starting March 31, 2023, the renewal percentages in the table above apply to customers who are re-entering SUM or replacing licensing. License replacement is subject to a fair usage policy.
The following rewards article explains about discounts on further licensing, read more here
To get a personalized quotation or ask any questions, reach out to us at sales@fluidflowinfo.com today.
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