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Support / Application of fees for extended support renewals
« on: February 13, 2022, 09:31:43 PM »
I have lots of extensions purchased in the MarketPlace as well as clients who also have purchased extensions over the years and recently. But all the sites I am working with have the same issues.
The Info regarding support within the MarketPlace does not appear on any of the many sites that I have accessed. The only solution I am presented is to repurchase the extension and extended support at full price again. Reading of the MP info seems to indicate we should only be charged for additional support fee.
Please answer the following questions regarding how extended support is available. And for clarity in your intent for fees for support in these conditions:
1. Is additional 12 mos support cost only the support fee? Or must a rebuy with 12mos be repurchased?
2. When can one buy the additional support after the first time? I have some expiring 2/21/22 and they are connected to the MP and they do show up as they are licensed to the correct site, but there is no extend support button showing.
3. What happens if extended support has expired a few days earlier - is there a grace period to re-extend?
4. For extension purchased prior to having the extended support feature how does one get extended support? And what is the fee for it?
Thanks in advance for answering with specific information so we all know what to expect.
One more question: what is the proper procedure to move a license to a different installation? How do we let MP know it is disconnected from one site and installed in a new site and have it register correctly for support and updates?
The Info regarding support within the MarketPlace does not appear on any of the many sites that I have accessed. The only solution I am presented is to repurchase the extension and extended support at full price again. Reading of the MP info seems to indicate we should only be charged for additional support fee.
Please answer the following questions regarding how extended support is available. And for clarity in your intent for fees for support in these conditions:
1. Is additional 12 mos support cost only the support fee? Or must a rebuy with 12mos be repurchased?
2. When can one buy the additional support after the first time? I have some expiring 2/21/22 and they are connected to the MP and they do show up as they are licensed to the correct site, but there is no extend support button showing.
3. What happens if extended support has expired a few days earlier - is there a grace period to re-extend?
4. For extension purchased prior to having the extended support feature how does one get extended support? And what is the fee for it?
Thanks in advance for answering with specific information so we all know what to expect.
One more question: what is the proper procedure to move a license to a different installation? How do we let MP know it is disconnected from one site and installed in a new site and have it register correctly for support and updates?