Software Maintenance

Valid: 2021-Q2

Applies to new customers (end user)

Maintenance is offered in the United States and United Kingdom. Contact your representative for other nations. 

Software maintenance is 20% of the published list price (the price published in the quarter of the renewal). If maintenance is purchased, it must be purchased for all active items. Software maintenance is terminated if not renewed. 

Price does not include sales tax or VAT. Customer is responsible for these taxes. 

Software maintenance price is fix for the first three years (no increase)

Software maintenance begins year two. 

Software maintenance will continue be offered for no less than three years of purchase, or until canceled by the end user, whichever comes first. 

All maintenance is provided in the English language

Maintenance does not include consulting or non-defect support

Maintenance is require for hosting, consulting, and support

Maintenance will include new features and enhancements, from time-to-time

Maintenance includes bug fixes and patches

End user will have access to updates to software documentation via website

Defect resolution

A defect is a problem or error with the software where the software does not operate in accordance with the software documentation. 

SoftwareIDM will respond to a ticket within one business day of end user opening a support ticket. 

SoftwareIDM will provide technical support and will use all reasonable endeavors to provide a resolution or workaround to resolve the defect within three business days.