About the support & maintenance contract
Reference Number: AA-00285 Created: 11-10-2012 11:01 Last Updated: 06-03-2016 19:25 0 Rating/ Voters

Title:  What does your yearly support & maintenance contract entitle you to?


A free yearly support & maintenance contract is automatically granted to you with your purchase of a memoQ license.

What does this contract entitle you to?

• up to 4 hours of support (non-bug related, our mistakes are on us)

• free access to all updates and upgrades to any newer version that might be released during that period

- Support -

You may contact Kilgray's support team, preferably through support@kilgray.com to ask for advice or guidance, or help you with any issue related to memoQ. Most support cases will be processed by email, but sometimes, you may get remote support using screen sharing and voice chat (particularly in "urgent" cases).

- Updates & upgrades -

An update is a "minor version", sometimes also called "revision" or "build". It is always indicated by a different build number.

You are always entitled to updates to a version you legally own, even if your support & maintenance contract has expired and you chose not to renew (please note that in such an event, you would not be entitled to support).

An upgrade is a "version jump" or a "major version" change.
For example, an upgrade from memoQ 2014 R2 to memoQ 2015.

If active, your support & maintenance contract will allow you to freely upgrade any version of memoQ you might own.

- What happens after a year? -

Once your support & maintenance contract expires (a year after each new purchase), you have two options:

• You choose to renew your support & maintenance contract for another year. This will cost you 20% of the list price of the memoQ product you own at that time and will extend support & maintenance for a year.

You choose not to renew:

   - You are entitled to updates to the last version of memoQ you owned while still covered by the support & maintenance contract.

      For example, someone who owns a memoQ 2014 R2 license is entitled to all memoQ 2014 R2 build updates, but nothing more.

- What if I want to upgrade to a newer version of memoQ and I'm not covered by a support & maintenance contract? -

You will need to pay for the "missing" support & maintenance period between your currently owned version and the new version you want.

For example, users who didn't renew an expired support & maintenance contract after memoQ 2014 will only be entitled to upgrade to memoQ 2014 R2 or memoQ 2015 by paying the "missing" yearly fee (20% of list price).

Please note that in such a case, the new contract will be considered as starting from the older expired original date, and not the date of purchase.

So the rule of thumb is "if your support & maintenance contract is active, you are entitled to upgrades". If not, you'll have to reactivate it.

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