Cireson Support Ticket FAQ

Q. What is a Support and Maintenance contract and why should I get it?
A. Cireson Support and Maintenance Contract includes:

• An allocation of support tickets to be used to open cases with Support on any problems with the product
• E-mail/Chat/Telephone support
• Free upgrades to minor and major versions of the product within the period
• Remote assistance on your system
• Response to your support request from our technical team within 24 hours

Customers are only eligible for these services if they have a valid maintenance contract.

Q. Is a maintenance contract mandatory after it had expired? If I don’t renew, would it affect the functionality of the product?
A. The maintenance contract is optional. However, it is recommended that you renew the maintenance contract, so that you get the best out of the product.

PLEASE NOTE, if you have purchased a perpetual license and you choose not to renew your support and maintenance, your license will still be valid and will work without any hitch in the version of the product installed on your system. You will not be entitled to upgrades released after your support and maintenance expired.

Q. How much does the maintenance contract cost?
A. The charges for renewal (1 year or more) depends on the product category as well as number of users/devices.

Q. How do I renew my support and maintenance contract?
A. You will be contacted 60 days prior to your renewal with a reminder and a renewal contract. You can also visit the Cireson Support Portal and log a Cireson Support and Maintenance Renewal Request. As always, if you are not sure, contact your Customer Success Team at renewals@cireson.com. From there you can request to renew your support and maintenance contract.

Q. How long after a maintenance contract has expired can I renew it?
A. There is no deadline to renew maintenance, however there is a 10% re-instatement fee after 60 days past the renewal expiration date. It is beneficial for you to renew it before the expiration date or as soon as possible after the old one has expired. Renewals that come in after the maintenance has expired will be backdated to start from the old expiry date. Also, you are only able to get technical support and software maintenance when your support contract is valid.

Q. How do Support Packs work?
A. This new process will increase and improve the quality of support all customers receive from Cireson. The new Support Pack process will allow our team to identify specific customer-initiated Incidents & Service Requests and address them appropriately. Incidents or requests resulting from product bug issues will not be deducted from the support pack count. We will be keeping you informed of your ticket utilization over the course of the year.

Q. How many tickets do I get?
A. Ticket allocation is based on your yearly S&M spend. Incidents or requests resulting from product bug issues will not be deducted from the support pack count. We will be keeping you informed of your ticket utilization over the course of the year.

Q. How do I get additional support tickets if needed?
A. Any unused Support tickets at the end of each twelve (12) month period expire and do not carry over from one year to the next. If you need more Support tickets than what is allocated to you, you may purchase additional Support Packs to gain access to additional Support. Each “Support Pack” consists of four (4) Support tickets. The cost of each Support Pack is US$2,000 and may be purchased by submitting a purchase order to Cireson and paying the Support Pack Fee. Any unused tickets from purchased Support Packs expire twelve (12) months from the date of purchase. All Support Pack Fees are earned when paid and are non-refundable.

Q. When renewing the maintenance contract when does the renewal period start?
A. The renewal maintenance period is always backdated to start from the expiry date of the last maintenance period.

Q. Where can I check whether my maintenance period has expired?
A. After you have renewed a maintenance contract, you will receive an email about the contract you had purchased. It will also include information on the validity of the contract. For a new product purchase, the duration of the maintenance contract is also included in the email that is sent to you with the license key. You can also check the settings within your portal or console licensing app for S&M expiration information.

Q. What is not included in Support and Maintenance?
A. Support for Microsoft System Center apps, installation assistance, consulting services, customizations and training are not included in your yearly Cireson S&M contract.

Q. If I have an urgent technical support request – will I be able to get support from Cireson?
A. When you specify your company by contacting us, our technical support personnel will check that you have a valid support and maintenance contract. You are only able to get technical support and software maintenance when your support contract is valid.

Q. How can I get software updates?
A. Software updates are available on the software download page. We also periodically send out email notification to licensed users to upgrade to new versions when available.