Maintenance Support Plan

Overview

Our maintenance and support services (or “Support Plan”) offer you, the Customer, peace of mind that all of your technical support questions will be answered on a priority basis. You can also be assured that you will receive free upgrades to all new versions of the software released while covered under the Support Plan.

The Support Plan is included with all subscription-based licenses during the Subscription Term at no cost.  The Support Plan is included for one (1) year with the initial purchase of perpetual licenses, renewable for an additional fee by annual subscription from Cogent Real-Time Systems Inc., Skkynet Inc. or Skkynet Corp. (collectively, “Skkynet”), or through one of Skkynet’s authorized local sales partners.

Support Plan Details

The Support Plan provides the Customer with the following:

  • Priority technical support by email, phone or online video conference for installation and system configuration.
  • Free software updates and security patches.
  • Customer notification by email of all new software releases.
  • Customer notification by email within 48 hours of security update releases.
  • Free upgrade licenses to enable the equivalent features in any new version of the software released while on the Support Plan.
  • If you choose not to upgrade to the new version, you will continue to receive priority technical support, until such time as Skkynet discontinues support for that version of the product.  Notice of discontinued product versions will be provided to Customers by email at least 365 days in advance.
  • Special arrangements to provide technical support for discontinued products may be arranged on a case-by-case basis.

The Support Plan does not cover the following:

  • Development of custom DataHub™ scripts, WebView™ pages, ASP, AJAX or Java applets.
  • Debugging of scripts, Microsoft Excel macros or other Customer applications.
  • Consulting services for systems design and project planning.
  • On-site technical support.

Support Plan renewal fees*

  • The Support Plan fee is 20% of the base price of the software licenses you have purchased, calculated on an annual basis.
  • The start date for the Support Plan is the date of your first license purchase.
  • The renewal date for the Support Plan is 12 months after the start date and the plan is renewed annually on the same day each year.
  • An annual renewal fee is calculated at 20% of the current base price of the software licenses you have purchased.
  • Renewal notices will be sent to you approximately 30 days before the renewal date.

Renewing support after the Support Plan expiry*

  • If you wish to renew support for licenses that are no longer on support, you can do so by paying any past due support payment plus a reinstatement fee. For more details, please contact Skkynet or a local sales partner.

Support Plan cancellation*

  • No refunds will be given to customers who choose to cancel the Support Plan before the renewal date.

Future changes to the Support Plan

Skkynet reserves the right to make changes to the terms and conditions of the Support Plan.  For existing Customers, upon 90 days’ prior written notice, any changes to the Support Plan will come into effect on the beginning of the next Subscription Term.

* Not applicable to subscription-based licenses, which include the Support Plan at no additional cost.