Upgrade and support agreements are optional
and will not affect the functionality of the software.

Our optional upgrades and support agreement offers you continued training, support, and product maintenance. This ensures you and your employees will get the maximum benefits from our products through training, technical support and the latest upgrades to the software. Renewed agreements are valid for one (1) year and are available at 20% of the current list price if paid before expiration of an active support agreement or 30% of the current list price if expired.

Technical Support:
You will receive technical support during our normal hours (9am - 5pm eastern time) by calling our toll-free number (800) 839-7684 or (336) 767-4029 or (813) 944-2890 as well as email. If the situation requires it, we will use DualDesk to remotely troubleshoot your installation and software problems.

If your support agreement has expired support will only be provided via email or by calling (336) 767-4029 or (813) 944-2890 during normal business hours (9am - 5pm eastern time).

Software Upgrades:
All products under support agreements are eligible for upgrades at no charge. This ensures you will have the latest products with the most advanced features.

Personal Training: 
You and your employees will receive personal training on request, not only upon initial purchase, but also after the sale when you hire new employees.

1. Included Services

• Free email shipment of all  Maintenance Updates and Bug Fixes
    

• Unlimited calls and emails to technical support during Advantig's normal business hours excluding Advantig holidays.
   

2. Excluded Services

• On-site services. (physically visiting your place of business)
   

• IP or DNS or DDNS address changes, password changes or encryption key changes that are hard-coded into programs.
   

3. Advantig's Responsibilities

   During the Maintenance Term:
 

• Advantig will make every effort to assist the customer to resolve problems.  Advantig makes no guarantee that it can, or will, solve every problem presented by the customer, and further disclaims any warranties above and beyond any limited warranties expressly made by Advantig in the Software License Agreement.
   

• Advantig will provide access on its web site to all new releases of the product(s) to the customer after commercial release.
   

• Advantig will provide the customer with maintenance updates, which, in Advantig's sole determination, correct application problems that are reasonably likely to prevent substantially full utilization of the product(s). The customer may be sent a higher version than the one that they purchased or the customer may be provided a customized version with a fix for their particular problem.
   

4.  Customer's Responsibilities    

• Customer is responsible for hardware, operating systems, network setup, network maintenance and setup and use of any file access control systems.
   

• Customer is responsible for ensuring that its personnel have sufficient training to attain and maintain competence in the operation of the product(s).
   

• Customer will provide its personnel access to, and require its personnel to review, the User's Guide (supplied with all products) before calls are made to Advantig Telephone Support. If Advantig determines, in its sole discretion, in responding to a Customer request for Telephone Support, that the solution is provided in the User's Guide, Advantig may direct Customer's personnel to the User's Guide for the solution to the problem.
   

• Customer is responsible for requesting any maintenance term extension.  Maintenance term extensions are optional and are not automatically renewed. In the event that the customer does not request and pay for a maintenance term extension, Advantig makes no guarantee that services will be supplied. Operation and functionality of the product(s) will not be affected by failure to extend any maintenance term.

* Note: Our current policy is not to charge for upgrades or for support via email or to our non-800 lines during normal business hours (9am - 5pm eastern time ) regardless of the age or version of the software even if the customer has no Upgrade and support agreement. Since most of our sales are from referrals and returning customers it benefits us to ensure everyone is running a current version and that there are no unresolved issues. You only need to purchase a support agreement if you require toll-free telephone support or require a written agreement for your own internal reasons. If this policy changes, we will inform everyone giving them the opportunity to purchase a support & updates agreement..