P R O D U C T C O N F I G U R A T I O N N O T E S
14
Software Updates and Annual Maintenance
Program
This guide primarily describes the licensing requirement s for each product or combination of
products in the UltraWare suite. In addition to these configuration details, each initial
installation is required to include at least the first year of software maintenance, and multiple
years are recommended if the purchase is part of a multi-year contract. The purpose of the
software maintenance fee is to help offset the cost of continued development of
improvements to the software products. What this fee buys is unlimited access to new
releases of the products during the term of the software maintenance coverage. Some
software companies provide occasional updates for little or no charge but require that you
purchase a new license when a new version (e.g., 6.X --> 7.X) is released. The MSRP for
software maintenance is 18.45% per year of the MSRP for the associated licenses. Based on
that rate, it takes 5 years to equal buying a new license. During that time frame, we release
tens of updates per version and 3 or 4 entirely new versions of the software. Overall, we think
this is a good value for the cost.
As most of you know, we have a strong "customer-driven" mindset toward how we spend our
development resources. Most every feature and capability we add comes from addressing
specific needs brought to our attention by one or more actual customers. We could sit in a
room and dream up "cool" things to do in our software, but it might not mean a thing to the
actual users. What this translates into is a regular series of releases that incorporate new and
improved features that frequently have utility even to those who didn't ask for them. Each
release includes the changes which came before so that it is not necessary to install every
release to get the benefit of our ongoing development efforts. Generally if you update your
sites once or twice a year, you will remain on the continuous improvement curve.
One final point regarding software maintenance relates to our warranty. As in the case of
most software providers, we warrant our software to work as described in our documentation
for 90 days. After this period, there is no warranty. Should a problem arise that we have
corrected in a newer release, then any customer with up-to-date software maintenance would
automatically be able to install it to address their problem. Customers who are under
software maintenance coverage will also have priority consideration given to any problems or
feature requests they bring to our attention.
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