I apologize about the confusion... We've had some policy changes recently and it seems you might not have seen our blog post where they were announced. Upgrade Protection has been renamed to Maintenance and Support. With this change, we've added FREE, unlimited technical support for any license that has an active Maintenance and Support subscription. These are now the benefits that come from having active Maintenance and Support on your license:
- You have access to all releases for your product. This includes new features, updates, bug fixes and other changes we make. Without Maintenance and Support, your license will continue to function, but it will no longer receive any version updates for new features or bug patches.
- Free technical support, via email and phone, for standard issues. Without Maintenance and Support, technical support will be limited to user-to-user interaction at the SmarterTools Community.
- Your license is eligible to use the paid add-ons. Our agreements with our add-on partners require that licenses be valid for the most recent public release in order to maintain compatibility with their products. Therefore, active Maintenance and Support is required to continue using add-ons or to purchase them in the future.
For the duration of your Maintenance and Support, you can submit as many technical support tickets as you need simply by logging in at our website's
Technical Support page. Support is available via email or phone, at the technician's discretion. Specialized support options for Emergency 24/7 Support, Installation Assistance and Product Training are still available for purchase at the
website. Please see the
SmarterTools Support Policy for full details.
If you previously purchased support tickets and had unused incidents on your account prior to this policy change, please let me know. I can start a private conversation via email so we can obtain your invoice numbers and discuss this in more detail.
Andrea Free
SmarterTools Inc.
877-357-6278
www.smartertools.com