Maintenance & Support Plan

Our Maintenance and Support Plan (MSP) ensures that you will always have full technical support and latest version of your software during the term of the plan. You will receive every new release, feature enhancement and improvement for your licensed software, ensuring you're always using the most current technology.

You also have access to the following support services:

Voice/fax/email technical assistance from our staff
Access to the ENERCALC online community.....a web based electronic community where ENERCALC users can interact.
Access to the web based Problem Tracking Support System where users submit potential problems and you can track the progress and responses of our technical support team.
Receive discounts on new software releases and additional software licenses. This is the easiest and most economical way for you and your company to keep your software investment current.

Note! MSP does not include new software releases that are considered major enhancements or totally new products, which are available for an additional license fee. The MSP covers all your licensed software....when new releases are purchased they are included in your MSP at no additional MSP fee.

What does the MSP include?

The MSP includes all services and updates created for your licensed software for a period of one year. The first year after your purchase (including an upgrade from Version 5.8 and earlier versions), MSP is included in your purchase price.

In the past we have provided regular free "updates" to correct minor problems in the software (better know as bug fixes). These updates also provided added capabilities, changes to support newer building codes, changes for newer operating systems and many other items that were supplied at no cost to the user.

Our prior fee-based "Upgrades" were provided at irregular intervals....we gathered a set of substantial improvements, wrote the software and offered it as a fee based upgrade to the users.

The MSP eliminates this process and provides the latest software to all subscribing users.

While your MSP is active you will receive ALL fixes and upgraded capabilities. These will either be automatically provided using the Web Update system or installed with a "Cumulative Update" installation program.

How does it work?

The purchase of your new Structural Engineering Library (SEL) includes a one year subscription to the MSP. The MSP will expire one year from the initial date of your new SEL license purchase (or an upgrade from Version 5.8 and earlier versions). If you wish to continue your eligibility for these services a renewal fee is due before or at the time of the expiration of your current MSP.

The renewal of your annual MSP subscription will extend for another 12 months beyond the expiration date of your current active subscription and allow you to receive support, updates, online community access, discounts, etc..

What is the subscription term?

The term is for 12 months.

Will the software stop working at the end of a calendar year?

If you choose not to renew your subscription your software will continue to operate unchanged. However access to updates, technical support, access to the online ENERCALC community and any discounts will end until it is renewed.

What happens when I renew my MSP subscription?

When you renew your MSP subscription, you will receive a new Maintenance Plan ID which will allow you to download and use an additional 12 month's worth of releases past the current plan expiration date.

Why is a Maintenance and Support Plan a good value?

This plan allows us to provide you with the very latest software as fast as possible. It eliminates the wait time for an entire packaged update when you may need just one small, but important, revision or enhancement.

The Maintenance and Support Plan includes:

Access to all updates for your product free of charge
24 x 7 access to the ENERCALC On-Line Community
Access to technical fax and e-mail support
Access to technical voice support where applicable
Plan renewal notices sent automatically, to insure your plan against expiration

Do I have to wait until the expiration date before I can renew?

No. You may renew your Maintenance and Support Plan subscription at any time during the year before the expiration date. No matter how far before the expiration date you renew, your existing Maintenance and Support Plan subscription will be extended an additional 12 months.

Can I purchase Maintenance for more than 1 year?

Yes, up to two years.

What is the pricing structure for multiple licenses?

We have found that when a user has multiple licenses in a single design office there are fewer technical support calls. For that reason MSP fees for multiple license holders are discounted on a sliding scale according to the license count.

What if I want to renew my subscription after it has expired?

Once your plan period expires you can reactivate your expired Maintenance and Support Plan. The plan is extended for an additional 12 months and the fee equals the additional 12 month period plus 1/12th of that fee for each full month that the plan has been expired.

When the plan has been expired for three years or more the renewal will no longer be available. Discounts on newer versions may be still be available to you.

What if I do not renew my subscription?

When the plan expires you will no longer be able to receive updates for the software, technical support or access to the ENERCALC On-line Community. There is no requirement to renew your Maintenance and Support Subscription Plan! You can always reactivate your Maintenance and Support Subscription Plan when you feel the new features included in the update.

How frequently are updates made available?

There is no set time frame however updated software could be available as often as weekly. When any of these items occurs it is in our and your best interests to have an update available ASAP. The primary method of update distribution is the Web Update system. Our web site will have a "Cumulative Update" installation program that you can also use to install the latest files.

If a bug is found we want to have it corrected immediately and available to our entire user base so that another report won't occur.
If a user has a great an operational suggestion the chances are that hundreds or thousands of other users would appreciate the same thing.
If code changes occur that have an important effect on the software (and effects plan check submissions).
We have a very long list of features, modules and general enhancements to add. As those are completed and tested we want to release them ASAP.