Support & Maintenance Package

SMP

Altova offers an optional Support & Maintenance Package (SMP) with its software products, which not only enables you to receive technical support, but also provides you with all major software upgrades and minor releases at no additional cost throughout the SMP period.

SMP is available through our online shop in one- or two-year plans. You may only buy this package at the time of your software license purchase or up to 30 days thereafter - it cannot be added to a previously purchased product at a later date. The cost of a one-year SMP plan is 25% of the total product purchase price, and a two-year plan is only 20% of the total product purchase price per year (excludes SMP purchases for free license products). Before the expiration of your SMP plan, you will have the option to renew for an additional one or two years, and you can continue to renew indefinitely.

	Free Minor & Major Releases		You will receive all minor and major software releases that are released during your support period. Updates that you receive cover the specific edition of the product that you have purchased and typically include many additional features. Purchasing SMP ensures you will always be eligible to update to the most recent product version.



	Maintenance		During the support period you may also report any software problem or error to Altova using the same support process described above. If Altova determines that a reported reproducible material error in the software exists and significantly impairs the usability and utility of the software, Altova agrees to make reasonable efforts to provide a usable work-around solution or to correct the issue in an upcoming service pack or software release (made available at Altova’s sole discretion).



	Technical Support		Basic technical support provided via a Web-based support form. Altova’s expert technical support team will respond within 1-2 business days during European or US business hours (M-F, 8am–10pm UTC), Austrian and US holidays excluded. Examples of basic technical support services include: installation help, registration support, licensing issues, keycode support, feature requests, bug reports. Other, more complex and time-consuming support issues are covered by Altova Product Consulting.

	Support Period		The Support & Maintenance Package that is 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 license and extends for a period of exactly 12 or 24 months, depending on whether you purchase the one- or two-year option. SMP may be purchased at the time you purchase a product license and during the 30 day period immediately thereafter. For all commercial products except the Altova Authentic Browser Plug-in Enterprise Edition, you may also 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 the Altova End-User License Agreement ("EULA"), in the Altova Authentic End-User License Agreement , in the AltovaXML Developer License Agreement, or in the SMP Terms of Use, as applicable.



	Save Big with SMP Renewals		If you are an existing SMP customer, you have the opportunity to renew your Support & Maintenance Package for additional periods of one or two years. Renewing your SMP will allow you to extend the duration of your support period to receive all minor and major software versions released during that time at no additional cost. Renewals must be purchased before your current SMP expires and can be ordered up to 90 days in advance. Renew your SMP today to continue to receive priority technical support plus all product releases for free! SMP cannot be renewed for Authentic Browser Plug-in Enterprise Edition. A new license must be purchased at the termination of the license term.



	Existing DatabaseSpy Customers with SMP		Starting with Version 2011, Altova DatabaseSpy is now available in Enterprise and Professional Editions. Customers with currently valid SMP who purchased an individual single- or multi-user software license for Altova DatabaseSpy prior to September 8, 2010 can use their existing key code to unlock either edition of DatabaseSpy® 2012. Customers with currently valid SMP who purchased a license for the Altova MissionKit for Enterprise Software Architects or the Altova MissionKit for Professional Software Architects prior to September 8, 2010 can use their existing key code to unlock either version of DatabaseSpy® 2012.

Basic technical support provided as part of the Altova Support and Maintenance Package (SMP) only covers issues or questions resulting directly from the operation of the software.

To contact our Support Team, you must use the Support Form on our Web site for all SMP support related issues. Our support staff will typically answer your priority incidents reported via our support form within 1-2 business days.

If you choose not to purchase SMP for your Altova software, you will receive free technical support for 30 days after your product purchase, and you will be eligible to purchase an upgrade to the next major version at a discounted price. If you have the product version immediately preceding the current version, you will pay about 60% of the current software license list price to upgrade. Or, if you have a version prior to that, you will pay about 80% of the list price for the new version. So, for example, if your current license is for XMLSpy 2010, and you’re upgrading to XMLSpy 2011, you will pay about 60% of the list price for version 2011. If, for example, you are upgrading from XMLSpy 5 or XMLSpy 2004 to XMLSpy 2011, you’ll pay about 80% of list.

The bottom-line is: you can save big by buying SMP with your product(s) at the time of your software purchase!

Altova Product Consulting

If you require more in-depth support, please read about Altova Product Consulting, which includes focused product support and/or file creation services, telephone support, and pre-sales consulting, depending on the requirements of your project.

The description of the services on this page only represents an overview of the benefits of our Support & Maintenance Package. For an exact definition of the terms and of the actual Support & Maintenance services included, please refer to section "6. SUPPORT & MAINTENANCE" in the Altova End-User License Agreement ("EULA"), in the Altova Authentic End-User License Agreement , in the AltovaXML Developer License Agreement, or in the SMP Terms of Use, as applicable.

The word "package," as it is used on this site, does not refer to a physical product package, but is defined as a bundle of services which are sold together as a unit.

We provide free technical support for all customers for 30 days after the date of purchase.

However, if you wish to receive technical support beyond that date and receive all major and minor software updates throughout the year, you need to purchase the Support & Maintenance Package (SMP) described on this page.

Altova Product Consulting services are also available for more in-depth, complex support inquiries.