Software Maintenance Service(SMS)
Q1.1
Will MATLAB license ceased after the SMS expiry date? Will I still
be able to use the software?
The MATLAB license is perpetual and you will still be able to use
the software. However, you will not be able to enjoy the
benefits of technical support and product upgrades. Technical Support is a vital factor when you purchase
the software and is required for long-term usage.
Product enhancements and upgrades allows you to keep up with
the technology improvements.
Q1.2
Why do i need to pay for the transportation fees when we
already paid for the SMS Plan?
Subscription for the SMS Plan involves access to the expertise of our
Technical Representatives. However, transportation
and other administrative charges are not included in this
subscription fee.
Q1.3
How come on-site technical support is limited to 20 hours?
All our Technical Representatives are experienced
professionals, who are able to solve most of the technical issues via phone
and email. On-site technical support are usually not
required, and only upon special
request.
Q1.4
How often are the upgrades or new product releases, is it
every year?
The key benefits in renewal of the Software Maintenance
Service lies in the professional technical support that
you will be receiving. Technical support are crucial
for your research and project work.
Q1.5
Am I able to get upgrades if I did not subscribe for the SMS plan?
Once the maintenance for your license ends (expire), you
are not entitled to the product support benefits which include
upgrades of the software.
Q1.6
What happens if I intend to add on new products or increase
the number of
users to my license? Do I have to be subscribed to the SMS plan?
Yes, you need to be subscribed to the SMS Plan.
The SMS Plan allows you to add on new products (toolboxes/
blocksets) and increase
the users to your license at anytime. However if you are
not subscribed to the SMS Plan, the above services will not be
possible,
unless you reinstate your SMS. For a more
cost effective way, we recommend you to stay subscribed to the
SMS plan.
Q1.7
Why is it that first year SMS is free and we have to pay
for subsequent years?
The first year of SMS is not provided free, but TechSource Systems
has waived
the subscription fees for all our customers during the first year, so as to
provide a higher level of service during initial stage of
software usage.
Q1.8
Is there other schemes which I do not have to pay yearly?
You have the option to subscribe for Multi-Years Maintenance (Prepaid Maintenance).
This service entitles you to UNLIMITED Tech Phone and Email services
from the 1st year of the SMS. Please check with your Account
Manager for more information.
Q1.9
I have been receiving technical support from your
engineers for the past few years even though I did not subscribe
for SMS, how this is so?
We would like to provide a higher level of technical support
via our technical support representatives who are well trained
in this area. As a subscriber of SMS, you will be assured
of worry-free software usage.
Q1.10
Does your Technical Representative comes down and help us
do
installation of the software? Will there be charges
involved?
Installation process is documented as a step-by-step
procedure in the package. It is not provided as a
technical service under the plan. Installation request will be deemed as one support case if required. If our Technical Support
Representative is required to go on-site to install, there will be
transportation and man-hour charges.
Q1.11
What do I need to do when I call for Technical Support?
During your request for Technical support services, we
would require a few items for verification purposes: i) MATLAB
License Number ii) TechSource Systems SMS Certificate Number
iii) details of your problems
encountered.
Q1.12
If my basic TechSource Systems SMS has lapsed but my toolboxes
and blocksets
are still under maintenance, will I be entitled to product
upgrades?
The software maintenance service is tagged on to MATLAB, if
your SMS for MATLAB has ceased it applies to the entire
license which includes all the toolboxes and blockets.
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