Support

Services & Frequently Asked Questions

What you get and how it works

Support Services

We are here for you.

Support is included with every purchase.

INCLUDED SUPPORT

Software purchased from DEI comes with one year of support services.  This includes updates to software and technical assistance via telephone or e-mail.  Please refer to your Software License Agreement for details.

EXTENDED SUPPORT

Near the end of your support services term, you may purchase an additional year, including updates and technical assistance, for 75% off the new-purchase price then in effect.

To ensure uninterrupted access to support services, please contact us about extending support at least thirty days prior to expiration.

Frequently Asked Questions

How support works

Below are answers to common questions about support for ExpeDat, CloudDat, SyncDat, and MTP Tunnel when purchased from DEI.  Do not hesitate to contact us with any additional questions.

What support is included with my purchase?
A standard perpetual license purchase includes one year of software updates and technical assistance.  Support for CloudDat purchased via AWS Marketplace is included with your subscription.
When does initial support begin and end?
Support for perpetual licenses begins the day of your purchase and ends one year later.  Support for CloudDat purchased via AWS Marketplace begins and ends with your subscription.
Do I need to buy a new license to update to the latest version after support expires?
No, perpetual licenses may be upgraded and receive an extended year of support for a substantial discount.  AWS Marketplace subscriptions always have access to the lastest update.
Do I need to extend support for my perpetual license to keep using DEI software?
No, a perpetual license really does keep running.  You do not need to purchase anything more to keep using the software you have.
What does an upgrade and support extension cost?
When purchased within six months after the last support term expired, you can purchase an update and one year extension of support for a 75% discount off the cost of an equivalent new license.
What if I do not extend support right away?
If you wait more than six months to purchase an update and support extension the discount is only 62.5%.
When does extended support begin and end?
When purchased within six months of expiration, the new support term begins on the day the license's last support term ends, and continues until one year later.  When purchased more than six months after expiration, at the higher price, the new term begins on the day of purchase and ends one year later.
How are client licenses supported?
As long as you have active support on at least one server license, you will have access to the latest client software.  However, that client software will only be eligible for technical assistance when it is used with a server that has support.
I purchased multiple server licenses, can I align their support to a single anniversary?
Yes, you can buy prorated support for some of your licenses to synchronize their anniversaries.  At least one support term must be extended by at least one year.
What if I extend support for some server licenses but not others?
Updates published after support for a license expires will not accept the license code for that server.  Keep your old install packages to keep using the unsupported servers.
When is the best time to purchase a support extension?
To ensure uninterrupted support and receive the maximum discount, we recommend purchasing a support extension at least 30 days prior to the expiration of the current term.
Can I move a server license to a new host?
If the license is bound to a portable identifier, such as an IP address, then you can move the server license by assigning that identifier to a new machine.  If the license is bound to a non-portable identifier, such as a MAC address, you will need to request a host migration.  See Tech Note 0007 for details.
Can I change the host binding of a server license?
Yes, during an active term of support, you may make occasional changes to the server license's host binding to accomodate changes in network infrastructure.  See Tech Note 0007 for details.
Can I change the host binding without support?
No, a license must be actively supported to change its binding.
Can I download older versions of the software?
Key releases of older versions may be retained in your customer download site.  However, obsolete versions are not supported and are occasionally purged from the download site.  Keep copies of older packages yourself if you think you may need them.
Can I download my last supported version after support expires?
No, your customer download site will expire shortly after the expiration of your last support term.  You should download and keep copies of any software packages you may need in the future.
What do I do if logging into to my customer site receives the error "Support contract has expired"?
Contact us to purchase a support extension.