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 these important features:
Automatic Updates | You have purchased access to software updates for a period of time. We notify all VTube customers when an update is available. Each update requires a unique password that we will share with you when you request it. |
Technical Support | You have purchased access to technical support. |
Custom Report Templates | You have purchased access to our team to help you design custom report templates. |
| Priority Feature Scheduling | You have purchased priority placement for the list of new features to be added to updates. |
Is the Software Maintenance Agreement optional, and what is the cost?
Yes. Before each SMA expires, you can choose to renew or let it lapse.
- The cost to renew the SMA is always calculated as 20% of the current license fee.
- The cost to reinstate a lapsed SMA is always calculated as 25% non-accumulating.
- We feel that our non-accumulating approach to lapsed SMAs is the fairest for customers because they only pay for support and updates if they need them.
Why does the initial VTube-LASER SMA period change depending on whether or not I purchase training?
For some license types (like VTube-STEP), the license comes with a one-year SMA. However, for VTube-LASER, we ask that you purchase training at least once to get the included one-year SMA.
Here is why: Training ensures your success with VTube-LASER. Not only does training 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 significantly reduces the post-sale support.
For VTube-LASER, taking advantage of training support is a win-win for both us and our customers. 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 unique serial number value. 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 terms of the Agreement with you at any time through email. Please request the information from Dawne Baker at dawne.baker@advancedtubular.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.
- 90 Days Before Expiration: We notify you by email the first time. (If your SMA period is one year.)
- 30 Days Before Expiration: We notify you by email again.
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. Each license requires its own service agreement.
Can we disable unused licenses to save on SMA renewal?
Yes.