Support and Maintenance
Our Support and Maintenance (SUM) program entitles you to:
- Ongoing technical support
- Product updates and upgrades
Purchase price
One year of SUM is bundled in with the license purchase price.
Annual renewal
We charge annually for SUM. The normal procedure is to advise you that your SUM will be expiring, and if you want a quote, please let us know.
The rate is 18% of the product license price. For instance, a commercial license for RPM Select is $324.00 USD. The SUM for this one license is $58.32. If you purchased a license with the government discount, the SUM would be 194.40 * .18 = $34.99 USD.
Product upgrades
If you upgrade a product license, for instance RPM Select to RPM Elite, the ongoing SUM amount is based on the Elite license, not the original Select license. This applies to any type of upgrade; the SUM is based on the licenses you have, which you are purchasing SUM for.
ExcelliPrint printer licenses
In the case of ExcelliPrint, SUM is calculated on the total licenses for a given installation (on a CPU). When you purchase an ExcelliPrint license with additional printers, the SUM price will be based on the software license plus the number of additional printer licenses.
We do not split out the printer licenses from the ExcelliPrint software license for the purpose of calculating SUM.
Volume discounts
As noted above, we take into account government and educational discounts when we calculate the SUM price. Similarly, we attempt to give you as much of a price break as we can when you renew (or reinstate) SUM for multiples of the same product. For instance, if you purchase 4 licenses of RPM Select over a period of time, then ask us to consolidate the SUM annual renewal into a single order, we will give you a volume discount on those four Select licenses when calculating the SUM.
Consolidation
Customers with multiple licenses often ask us to consolidate the SUM. We will gladly do this on request. Usually this involves prorating most of the SUM charges.