MAINTENANCE TERMS
AWR provides maintenance policies that deliver significant upgrades and enhancements to your products every year.
- Optional Maintenance contracts can be purchased for 15% of the List Price of the product. Customers on maintenance contracts will receive all program updates and upgrades FREE during the maintenance period. Maintenance contracts can be renewed annually. Typically, one major upgrade is scheduled annually.
- Customers who own previous versions of products and do not have maintenance, can purchase upgrades to the most recent version at anytime regardless of how long they have been off maintenance by paying 35% of the current list price.
AWR provides support for both customers and evaluators, although customers with maintenance will receive priority in the support queue. In addition, support for evaluators and customers not on maintenance is provided by email only. We make every attempt to get back to customers with maintenance contracts the same day.
All support requests are entered into our customer support system for processing and tracking so it is very important to clearly identify yourself, your company, your company location, and your email address. We must be able to identify you as a customer in our database (and have a current maintenance contract) for you to be eligible for the customer priority queue. If you know the customer number for your company/location, that can greatly facilitate identifying you in our customer database.