Free technical support and major version releases
COVER is essential support (maintenance) for your software licence. It entitles you to receive free priority technical support and upgrades to major new software version releases.
All new licences include FREE COVER for 12 months.
How to renew your COVER Subscription
Please follow these instructions:
- Log into your STORE account to access the Renew COVER page.
- Review the list of products eligible for renewal. No products will be listed if you are not eligible to renew products.
- Select the products you wish to renew then click ADD TO CART to proceed to the Shopping Cart.
FAQs
When purchasing a new licence the initial purchase price includes 12-month free COVER for our software.
Two price tiers are defined as follows:
- COVER Renewal Before Expiry price applies when renewing COVER before its expiry date.
- COVER Renewal After Expiry price applies when renewing an existing COVER after its expiry date is more expensive.
The COVER period is 12 months. All software comes with 12 months free COVER and must be renewed on an annual basis in order to maintain COVER for your licence.
COVER can only be renewed for the Current Version of the software. It is not possible to renew COVER for Previous or Old Versions of the software as we no longer support those versions.
Professional Licences
1PC, SINGLE and ENTERPRISE Professional licences are perpetual. They will continue to work regardless of the COVER status.
A FLOATING licence will work for the Current and Previous Versions only. Old Version FLOATING Licences will cease to function.
Educational Licences
At the end of the 12 month period, the software will stop working unless COVER is renewed.
Terms for COVER
The following conditions apply to provision of support services for SIDRA SOLUTIONS software and free upgrades to major versions of the software:
- COVER subscription and COVER renewal are available for the Current Version only (therefore “valid COVER” is associated with the Current Version only).
- A COVER subscription fee is charged per software licence product purchased. This fee is included in the licence purchase price.
- The COVER renewal period is 12 months.
- Unless different arrangements are made during purchase, a 12-month COVER period begins from the purchase date of the licence product. This does not apply to an Upgrade from PLUS to NETWORK.
- Renewal dates are calculated as follows -
- from the expiry date of the current COVER, in the case of COVER renewal before Expiry, or
- from the COVER renewal date in the case of COVER renewal after expiry.
- A licence holder with valid COVER at time of a new major version release of the Software will be given a free upgrade.
- Technical and licensing support services will be provided for the Current Version of the software product under valid COVER only.
- There are no upgrades or downgrades, and no related refunds, for COVER.
COVER benefits include the following support types:
- Free licensing and sales support.
- A reasonable amount of technical support limited to making the software product operate on the Licensee’s computer system provided the Licensee’s computer system is compatible with the Software as specified under the SYSTEM REQUIREMENTS and is operating in accordance with its specifications.
- A reasonable amount of support towards the analysis of results produced by the software product.
- Investigation of example files that fail to run or produce unexpected results.
- Investigation of software processing errors.
An essential part of the licence management for SIDRA SOLUTIONS software products is the version status.
We have defined Versions of our software as follows:
- Current Version – Latest released version of the software.
- Previous Version – The version Previous to the Current version.
- Old Version – Any version older than the Previous Version.
The three version status levels will determine if COVER is available, the type of Support and the type of Support Fees. These are listed in the table below.
Table: Version Status
|
Version Status |
COVER Availability |
Support Status |
Support Fee |
|
Current Version |
Yes |
Full |
Free with Valid COVER |
|
Previous Version |
NA |
Case based |
Case based |
|
Old Version |
NA |
NA |
NA |
Visit our Store to view the Current Versions of our software.
Full support is given to the Current Version of our software only. If you have valid COVER, this support is free.
We only provide provisional support for the Previous Version of our software and a support fee may be charged. This determination is made on a case-by-case basis.
We do not support Old Versions of our software.
Licences with valid COVER at the time of the release of a new major version will be replaced with a free upgrade licence to the Current Version with the following consequences:
- COVER renewal is available for the Current Version only (therefore "valid COVER" becomes associated with the Current Version only), and
- for Previous and Old Version licences, purchase of a new licence is needed.
Customers with valid COVER at time of a major software release will be given a free upgrade to the new version. If you have been issued a SIDRA INTERSECTION free upgrade, a new Licence ID number for the new product will be included and is viewable in your STORE ACCOUNT.
FLOATING Licences
You can keep using the same log in credentials to request a FLOATING Licence Seat in the new major version software. The new major version (i.e. the Current Version) and the Previous Version Software will share the Licence Seats in your FLOATING Licence.