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How is the cost of support and upgrades calculated?
Posted by P├ęter Botta on 07 January 2013 10:38 PM

Title: How is the cost of support and upgrades calculated?


Context: When you purchase a memoQ license (regardless whether it is translator pro or a server), you get a year of support and upgrades included. Sometimes customers don't understand, though, why they are required to pay a fee twice or more times when they want to upgrade.


Description: At Kilgray we are trying to keep access to support and upgrades simple, therefore we have a number of simple rules. First, upgrades always come with support (because new versions may require more support than what you got used to), and support always comes with upgrades (if we find an issue with the software, we fix it - but you should be able to get access to the fix). Second, it does not matter how many versions we release in a year. The only thing that matters is when you purchased your original license, and how many times you extended your support and upgrade contract. Third, even if your support and upgrade packages expires in the middle of a version, you are entitled to updates and bug fixes until that version is supported. Suppose your support and upgrade package expires today, on January 7, 2013. We have released memoQ 6.2 on Nov 30, 2012, and the next version will not come before April. So even if your support and upgrade package expires today, you'll be entitled to all new builds, updates that contain bug fixes, of memoQ 6.2. This is to help you save nerves.


Because we don't want to complicate things with introducing different upgrade pricing from one version to another, we have a very simple policy: the cost of support and upgrades is 20% of the list price of the licenses that you have (i.e. even if you bought memoQ with a discount, you are still paying the same support and upgrade everyone else - so just because you're a good bargainer, we don't reward you all the time, that would be unfair to others), and this buys you a year of support and upgrades. So suppose you bought memoQ on July 20, 2010. This came with a year of support and upgrades, so you're covered until July 20, 2011. Today, on January 7, 2013, you want to upgrade to memoQ 6.2. What do you need to do? You need to buy two support and upgrade packages, because the next one covers you from July 20, 2011 to July 20, 2012, and then only memoQ 6.0 was out (so you can buy one package and use 6.0, but not 6.2), and the second package covers the period between July 20, 2012 and July 20, 2013. After paying for the two packages, you have access to all versions that are released before July 20, 2013.


So please don't be shocked if you are asked to buy two packages. This is the most transparent system that we could think of.

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