Ape Software Maintenance Agreement (SMA)
At Ape Software the continual improvement and maintenance of our software is a serious
business. Take a look at the
Version History to demonstrate how many updates we make throughout the year
to ensure you have the most stable and feature-rich product possible.
Our commitment to continual improvement and software stability is so import that
we include a 12 month Software Maintenance Agreement (SMA) with the purchase of
all software products. Additional years can be purchased at a 60% discount
of the current price of the software. Refer to the
Pricing Page for more info.
The Annual Maintenance Agreement covers:
- Free Version Updates: All major and minor version updates are available
for download at
Software Download. Only up-to-date installations of the current major
version and the latest (most stable) previous versions are supported by Ape Software.
Updates that include new features and bug fixes are available exclusively to users
covered by an SMA.
- Free BASIC Technical Support: Basic technical support is free
and included in your SMA. Basic technical support is (a)
solving technical issues such as error messages and (b) installation
problems. PAID support (not covered by this SMA) includes non-technical training
(e.g., teaching how to use and customize), customization, troubleshooting customized
features (e.g., reports, graphs, auto emails), and general how-to questions.
Support is provided by screen share (most effective), email, or phone.
- Free Bug Support: Technical support relating to a bug found in
the current version, or that also affects the current version, is always free, even
if your SMA is not current. We always want to know about bugs!
- Upgrade Credit: Prorated credit towards the purchase of a higher-level
license to include number of users or multiple software modules.
- Reaching Support: Phone, email, and remote desktop support are
available. Ape Software can make use of other communication
mediums and schedule off-hours support as required. Live support is
usually available between 8 am to 3 pm PST, Monday through Thursday on non-federal
holidays. Email support is available 24/7 but may not be responded to
until the next business day.
Terms and Conditions
- Renewal: The renewed Maintenance Agreement begins on the last day
of the previous Agreement when the new Agreement receives the 25% or 50% discount
(see the Cost section below) and is considered a RENEWAL of the previous Agreement.
When the new Agreement does not qualify for the 25% or 50% discount the Agreement
is considered a NEW Agreement and will begin on the date of purchase. Unless
the Agreement has been canceled, a renewal invoice will be sent to the primary contact
Ape Software has for your organization. If a response is not received within
30 days or before the end of the Agreement term, the Agreement will be considered
- Cost: The cost of the Maintenance Agreement will be 50% of the
current price of the software product at the time of renewal if the renewal occurs
before the final date of the existing Agreement. If the renewal occurs after
the final date of the existing Agreement but within 90 days of expiration, the cost
of the new Agreement is 75% of the current price. Additional years can be
purchased at 40% of the current price.
- Cancelation: The Maintenance Agreement can be canceled at any time
in writing by e-mail, fax, or letter. In case of cancelation, Ape Software
will not pro-rate or issue any refunds for any unused time on this agreement.
There is no grace period for cancelations.
- Expiration: When your SMA expires, you can continue to use the
currently installed software although you cannot upgrade to a new version until
you purchase a new annual SMA. If a major release occurs when your SMA is
not in force, you will need to purchase an upgrade (new SMA) to access the new version.
Note that the cost of renewing an SMA is higher after an existing SMA has expired
(only 25% discount) and higher again 90 days after expiration (only $100 returning
customer discount). Therefore, save money by renewing your annual SMA before
- Customer Representative: For the purposes of support relating
to the fulfillment of this SMA, Ape Customers
must identify (or simply use) a single point of contact (POC), especially in
environments. This customer POC is also commonly referred to as a Subject Matter
Expert (SME) within the customer organization.
- Transfer of SMA: You may not transfer this SMA to a third party
without written notification to and written consent from Ape Software. This
is to primarily ensure we know who we are working with and know who we have an obligation
- Limitation: This Agreement and the Ape Software End User License
Agreement (EULA) shall be the only Agreements between Ape Software and you with
respect to Software Maintenance.
- Modification: Ape Software reserves the right to modify this SMA.
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