Support reinstatement is at the company’s sole discretion. This policy applies to the support agreement element of a Subscription license or Lifetime (Perpetual) license

Reinstatement Processing Fees

Please note : A pre-requisite of reinstatement of a support agreement is the use of the current major version. Therefore, if a customer wishes to reinstate a support agreement they must upgrade to the latest major version release before being re-instated. In this case upgrade fees may apply.

A 30-day “grace period” applies after expiration where customers can renew without penalty

• The upgrade pre-requisite does not apply during a grace period so no upgrade fees will be applicable

If the lapsed period is more than 30 days but less than 90 days the following fees are applicable

• the new term fee (based on the agreement period and license)
• the fee for the lapsed period (as per the new term fees)

If the lapsed period is more than 90 days

• the new term fee (based on the agreement period and license)
• the fee for the lapsed period (as per the new term fees)
• a fixed admin fee of $30

Reinstatement Additional Requirements

Reinstatement for support lapsed more than 90 days is subject to a system audit to ensure the software is up to date. The latest release must be installed and any necessary upgrade fees paid.
Support does not begin until the invoice is paid in full.
The support team will not resolve issues that originated during the lapse period without an additional “emergency” service fee.