Support Ticket and Upgrade Protection Expiration Dates Do Not Match

When you renew the upgrade protection on a license you receive one complimentary Email Ticket. You may find that the support ticket you receive and the upgrade protection on your license have different expiration dates. 
 
While support tickets and upgrade protection both operate on a 12-month policy, the two are unrelated. Support tickets, regardless of whether the ticket is purchased or complimentary, expire 12 months from the date of purchase. Upgrade protection functions similarly. When you purchase a license you receive 12 months of coverage. This can be renewed annually 60 days prior to the expiration. Renewing early, however, does not modify the upgrade protection coverage; you still receive the full 12 months.
 
For example, imagine your upgrade protection expires on October 26, 2014. You purchase the renewal early on October 1st. The upgrade protection on your license will now be valid until October 26, 2015. However, the complimentary support ticket you receive will be valid only until October 1, 2015.
 
For more information on upgrade protection coverage, please refer to the KB Upgrade Protection - Renewal/Reinstatements.
 
For more information on support tickets, please refer to the KB SmarterTools Support Policy.

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