Services Included:
Free Minor & Major Versions!
You will receive all maintenance releases, minor versions, and new major versions that are released during your Support Period. Updates and maintenance releases, as well as all major upgrades that you receive cover the specific edition of the product that you have purchased and typically include many additional features.
Priority Technical Support
Priority Technical Support provided via web-based support form.
Support Period
The Support & Maintenance Package currently offered with our products covers the product for which it is being purchased for a period of either one or two years. The support period begins on the day you purchase the product and extends for a period of exactly 12 or 24 months, depending on whether you purchase the one- or two-year option. You may only purchase SMP at the time you purchase a product or when you renew an existing SMP for an additional one- or two-year period. During the Support Period, you will receive Support & Maintenance services from Altova as they are described on this page and further defined in section "6. SUPPORT & MAINTENANCE" in our Altova end-user license agreement ("EULA") or in the SMP Terms of Use, as applicable.
Maintenance
During the Support Period you may also report any software problem or error to Altova using the same support process described above. If it is determined that a reported reproducible material error in the software exists and significantly impairs the usability and utility of the software, Altova agrees to use reasonable commercial efforts to correct or provide a usable work-around solution in an upcoming maintenance release or update, which is made available at certain times at Altova’s sole discretion.
Existing SMP customers
If you purchased the old Support & Maintenance Package, Altova is automatically providing you with all the benefits of this new enhanced SMP at no additional charge. In addition to the benefits that were previously available, you will now also receive any new major versions released during your existing Support Period! Please note: when existing SMP customers are added to the new SMP system, the term of the SMP package begins on the date of the original product purchase.
You may also extend the duration of your SMP with an SMP Renewal (see below).
Save big with SMP Renewals
If you are an existing SMP customer, you now have the opportunity to renew your Support & Maintenance Package for a period of one or two years. Renewing your SMP will allow you to extend the duration of your support period to receive all minor releases and major versions released during that time for free. Renewals must be purchased before your current SMP expires and can be ordered up to 90 days in advance.
