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Support agreement

Support

This includes prompt turnaround on all problem reports, periodic updates with corrections and minor releases with improvements. During the warranty period support is provided at no cost, thereafter there is a fee.

Updates for customers with support

G&R products are qualified for the platforms on which they run, or to which they connect, at the time of the release of the G&R product. Subsequent updates or upgrades of the platform can introduce incompatibilities, causing failure of the G&R product through no fault of its own. Problems of this kind are solved by releasing an update to the G&R product that has been qualified with the new platform, for as long as G&R support the G&R product and the platform. These updates are provided at no charge to the customers with support agreements.

Please note that a support agreement must be signed and the fee paid from installation onwards. You cannot sign a support agreement later if you meet a problem and need an update, in the same way as you cannot buy insurance after an accident.

Customers without a support agreement must purchase an upgrade to the G&R product to solve problems caused by updates or upgrades to the platform on which the G&R product runs, or is connected.

Discounts for customers with support

License extensions are priced as the difference between the current license and the new license, retaining the volume discount on the original license, and applying the volume discount on the new license. This gives significant savings when extending a large license that has a heavy volume discount, since the same discount is applied to the extension.

Upgrades are priced as the difference between the cost of the original license, and the cost of the license for the new product. This preserves your original investment, and allows migration to a more powerful or functional version at marginal cost.