Software Maintenance Agreement
This page describes the VTube-LASER Software Maintenance Agreement by answering common questions about the Agreement.
"What is a Software Maintenance Agreement and why is it important?
Software maintenance gives each license purchaser two important features:
You have purchased access to software updates for a period of time. You have also purchased updates to new manuals in the PDF format. We notify all VTube customers on an e-mail broadcast list that will automatically notify you when an update is available. Each update requires a unique password that we will share with you when you request it.
You have purchased access to technical support for a period of time. We will take your calls to help you with software questions or issues without asking you to purchase our LogMeIn Rescue service Agreement.
"How long is the Software Maintenance Agreement in effect?"
For each initial VTube-LASER license:
Before each SMA expires, you can choose to either renew or let the SMA lapse. It is completely optional.
"Why does the initial SMA period change depending on whether or not I purchase training?"
Training ensures your success with VTube-LASER. Not only does it fast-track your learning process, but it also allows our teachers to give your team personal coaching in your environment and with your application. This allows us to address any unique issues that you face at your site. For us, it reduces the post-sale support significantly.
Taking advantage of training support is a win-win for both parties. Therefore, if you purchase training, we will automatically extend your SMA period to one year after we send you the hardware key (dongle) activation email.
"How do you track Software Maintenance Agreements?"
Each hardware key (dongle) has a serial number value that is unique to that key. Advanced Tubular Technologies tracks licenses by that serial number. You can access the key serial number any time by using our KeyCheck program. We record and track the software maintenance Agreement linked to the serial number. Our staff can share the term of the Agreement with you at any time through e-mail. Please request the information from Dawne Baker at email@example.com.
"How do we keep our maintenance agreement current?"
Advanced Tubular Technologies keeps track of each maintenance subscription and will automatically notify you 90 days and 30 days prior to your maintenance subscription expiration date and send you a renewal quotation when you request it.
"When does the maintenance term start?"
For new purchases, the start date for all maintenance programs starts when we e-mail you the hardware key activation code – then round forward to the start of the next month.
"What are the terms for Software Maintenance Agreements?"
The Agreement terms are “prepaid.”
"My company has multiple licenses. Do we need to purchase one Agreement for each license?"
Yes - if you want to renew the Agreements annually. Each license requires its own service agreement.