Support Agreements
Alt-N Technologies offers six-month and one-year Support Agreements to meet your business needs. We are committed to delivering the best support experience with a single objective in mind: your satisfaction.
Features
- One business day priority support
- Available in six-month and one-year terms
- Available for MDaemon (SecurityPlus is covered with a MDaemon Support Agreement), Outlook Connector, and RelayFax products
- Unlimited product support
- Priority product support during normal business hours
- Available via telephone or email
- Better manage IT operating expenses
Support is a vital part of the total Alt-N Technologies customer experience. We want you to get the most from our products long after the initial purchase and installation and we are dedicated to ensuring that any issues are resolved to your satisfaction.
Purchasing a Support Agreement
- If you are making a new product purchase you will be offered available support agreement options for each of the products you select at the time of purchase.
- Pricing is per license.
- To purchase a new Support Agreement for your supported version of MDaemon (SecurityPlus is covered with a MDaemon Support Agreement), Outlook Connector, or RelayFax view pricing information below or go directly to the Support Agreement purchase page and enter your product registration key to buy now.
Notes:
- Current upgrade protection is not required to purchase a support agreement, but you must be using a supported version of the product
- If you upgrade your product during the term of your support agreement you will not be required to purchase a new agreement until the end of your existing term.
Priority support is available during normal business hours, Monday through Friday, 7:00 am - 5:30 pm U.S. Central Standard Time (excluding weekends and U.S. holidays) via telephone or email:
U.S. Toll Free: 866-601-ALTN (2586)
International: 817-601-3222
Support Agreement Request Form
Pricing
Support Agreements are available for MDaemon (SecurityPlus is covered with a MDaemon Support Agreement), Outlook Connector, and RelayFax. Support Agreements are available for direct purchase through Alt-N Technologies, and not available for resell. Please see Terms and Conditions below. To view agreement options and pricing please choose your product.
| Product | Price |
|---|
| MDaemon Support Agreement Standard 6 User - 12 Month | $350.00 |
| MDaemon Support Agreement Standard 6 User - 6 Month | $210.00 |
| MDaemon Support Agreement Standard 12 User - 12 Month | $350.00 |
| MDaemon Support Agreement Standard 12 User - 6 Month | $210.00 |
| MDaemon Support Agreement Standard 25 User - 12 Month | $350.00 |
| MDaemon Support Agreement Standard 25 User - 6 Month | $210.00 |
| MDaemon Support Agreement Standard 50 User - 12 Month | $350.00 |
| MDaemon Support Agreement Standard 50 User - 6 Month | $210.00 |
| Product | Price |
|---|
| MDaemon Support Agreement Pro 6 User - 12 Month | $350.00 |
| MDaemon Support Agreement Pro 6 User - 6 Month | $210.00 |
| MDaemon Support Agreement Pro 12 User - 12 Month | $350.00 |
| MDaemon Support Agreement Pro 12 User - 6 Month | $210.00 |
| MDaemon Support Agreement Pro 25 User - 12 Month | $350.00 |
| MDaemon Support Agreement Pro 25 User - 6 Month | $210.00 |
| MDaemon Support Agreement Pro 50 User - 12 Month | $650.00 |
| MDaemon Support Agreement Pro 50 User - 6 Month | $390.00 |
| MDaemon Support Agreement Pro 100 User - 12 Month | $650.00 |
| MDaemon Support Agreement Pro 100 User - 6 Month | $390.00 |
| MDaemon Support Agreement Pro 250 User - 12 Month | $650.00 |
| MDaemon Support Agreement Pro 250 User - 6 Month | $390.00 |
| MDaemon Support Agreement Pro 500 User - 12 Month | $650.00 |
| MDaemon Support Agreement Pro 500 User - 6 Month | $390.00 |
| MDaemon Support Agreement Pro 1000 User - 12 Month | $650.00 |
| MDaemon Support Agreement Pro 1000 User - 6 Month | $390.00 |
| MDaemon Support Agreement Pro Unlimited - 12 Month | $650.00 |
| MDaemon Support Agreement Pro Unlimited - 6 Month | $390.00 |
| Product | Price |
|---|
| Outlook Connector Support Agreement Pro 6 - 12 Month | $350.00 |
| Outlook Connector Support Agreement Pro 6 - 6 Month | $210.00 |
| Outlook Connector Support Agreement Pro 12 - 12 Month | $350.00 |
| Outlook Connector Support Agreement Pro 12 - 6 Month | $210.00 |
| Outlook Connector Support Agreement Pro 25 - 12 Month | $350.00 |
| Outlook Connector Support Agreement Pro 25 - 6 Month | $210.00 |
| Outlook Connector Support Agreement Pro 50 - 12 Month | $650.00 |
| Outlook Connector Support Agreement Pro 50 - 6 Month | $390.00 |
| Outlook Connector Support Agreement Pro 100 - 12 Month | $650.00 |
| Outlook Connector Support Agreement Pro 100 - 6 Month | $390.00 |
| Outlook Connector Support Agreement Pro 250 - 12 Month | $650.00 |
| Outlook Connector Support Agreement Pro 250 - 6 Month | $390.00 |
| Outlook Connector Support Agreement Pro 500 - 12 Month | $650.00 |
| Outlook Connector Support Agreement Pro 500 - 6 Month | $390.00 |
| Outlook Connector Support Agreement Pro 1000 - 12 Month | $650.00 |
| Outlook Connector Support Agreement Pro 1000 - 6 Month | $390.00 |
| Outlook Connector Support Agreement Pro Unlimited - 12 Month | $650.00 |
| Outlook Connector Support Agreement Pro Unlimited - 6 Month | $390.00 |
| Product | Price |
|---|
| RelayFax Support Agreement Pro 6 User - 12 Month | $350.00 |
| RelayFax Support Agreement Pro 6 User - 6 Month | $210.00 |
| RelayFax Support Agreement Pro 12 User - 12 Month | $350.00 |
| RelayFax Support Agreement Pro 12 User - 6 Month | $210.00 |
| RelayFax Support Agreement Pro 25 User - 12 Month | $350.00 |
| RelayFax Support Agreement Pro 25 User - 6 Month | $210.00 |
| RelayFax Support Agreement Pro 50 User - 12 Month | $650.00 |
| RelayFax Support Agreement Pro 50 User - 6 Month | $390.00 |
| RelayFax Support Agreement Pro 100 User - 12 Month | $650.00 |
| RelayFax Support Agreement Pro 100 User - 6 Month | $390.00 |
| RelayFax Support Agreement Pro 250 User - 12 Month | $650.00 |
| RelayFax Support Agreement Pro 250 User - 6 Month | $390.00 |
| RelayFax Support Agreement Pro 1000 User - 12 Month | $650.00 |
| RelayFax Support Agreement Pro 1000 User - 6 Month | $390.00 |
| RelayFax Support Agreement Pro Unlimited - 12 Month | $650.00 |
| RelayFax Support Agreement Pro Unlimited - 6 Month | $390.00 |
Summary Terms of Coverage
The following is a summary of the support agreement coverage.
- Supported Products - Current supported versions of MDaemon (SecurityPlus is covered with a MDaemon Support Agreement), Outlook Connector, and RelayFax are supported.
- Term - Support services are provided for either 6 month and one year terms from date of purchase.
- Scope - Technical support is limited to providing assistance and correction of issues related to published product performance, installation, and configuration. Alt-N Technologies may limit, or terminate support service to, or may elect not to renew additional support, if customer uses the services in an irregular, excessive, abusive, or fraudulent manner.
- Availability - Phone and email support is available Monday through Friday, 7:00 am to 5:30 pm Central Standard Time – excluding weekends and observed U.S. Holidays. Support availability may occasionally vary from stated hours due to downtime for systems and server maintenance, company events, and circumstances beyond the control of Alt-N. Phone support requests will be handled in the order in which they are received. Email support requests will be processed within one (1) business day.
- Third Party Products - Third party applications, hardware, or use of Alt-N Technologies' products in an environment not meeting the products' minimum system requirements will not be supported.
- Limitations - Alt-N Technologies does not accept liability beyond the remedies set forth in the Support Agreement Terms and Conditions including any liability for products not being available for use or for lost or corrupted data or software, or the provision of services and support. Alt-N will not be liable for lost profits, loss of business, or other consequential, special, indirect, or punitive damages, even if advised of the possibility of such damages, or for any claim by any third party. Customer agrees that for any liability related to the purchase of this service, Alt-N Technologies is not liable or responsible for any amount of damages above the aggregate dollar amount paid by customer for the purchase of support under this agreement.
- Non-Transferable - Coverage is non-transferable and is valid for the Customer only. Resale or transfer of support plans is strictly prohibited, and will be grounds for termination or non-renewal of support.
Read the
Support Agreement Terms and Conditions in its entirety.
Note: Alt-N Technologies reserves the right to deny support for abuses to the system.
Support Agreement FAQs
- What products will be supported under the Support Agreement model?
- All currently supported versions of MDaemon (SecurityPlus is included with an MDaemon support agreement), Outlook Connector and RelayFax.
- What is the term for Support Agreements?
- Support Agreements are offered in either a six (6) month or one (1) year term.
- What is different about the Support Agreement model versus the current support provided by Alt-N?
- Customers who purchase an annual Support Agreement will receive unlimited, priority telephone and email support requests when contacting Alt-N for technical support. If the customer's request for support is made via email, they will receive a reply from Alt-N within one (1) business day.
- Will Alt-N still offer phone and email support on a per incident basis?
- Yes. The per incident phone charge will increase to $90 per incident effective June 1, 2007. Per incident calls will be placed in the phone queue behind Support Agreement customers. Technical support email inquiries for products not under a support agreement will receive a response within three (3) to five (5) business days.
- Will customers still have access to Alt-N's Knowledge Base and Discussion Groups?
- Yes. Customers using either support model will be able to access these services.
- Why is Alt-N changing its support model?
- Because of direct customer requests for a support model that will allow IT managers and business owners to better manage IT operating expenses, support agreements are being added as an additional option to the per incident phone and free email technical support models.
- If I upgrade a product that has a support agreement, do I need to repurchase a new support agreement?
- No. Your support agreement will follow the upgraded product and be associated with the license key. Your coverage will continue for the duration of the original term of the agreement.