MAINTENANCE

Except for the Viewer product, all licenses are valid without any restriction of time. Maintenance can be purchased with licenses and is valid for a period of 12 months after the purchase. This period is renewable (see below).

What is included?

The maintenance service entitles you to the following:

• Upgrade insurance: With maintenance, you will automatically have access to new product updates, even where new release are concerned. This will help in keeping your PDF tools up-to-date and bug free.

• Priority Phone and E-mail Support: If you experience difficulties in setting up your software, or if the software has a technical problem, you can ask our support team for help. The support team will then analyze and diagnose the problem in priority. In the case of faulty software, you will automatically receive the problem upgrade with the next software patch release. In all other cases you will be advised of the next steps.

• 10% Discount on Products Purchase: During the whole period of the maintenance plan enjoy a 10% discount on top of the regular price. This discount applies only after the 3 first months of coverage and is not cumulative with other discounts.

How much does it cost?

The annual maintenance service fee adds a 30% charge on top of the product's purchase price.

How long is it valid?

The maintenance program is valid for a minimum of 12 months starting at the purchase date. Upon completion of this period, you will be offered the chance to renew the program for another 12-month minimum period.

You are welcome to purchase a longer support period.

What is not included?

The maintenance service does not include consulting or support that is not related to a product fault. Additional support, however, can be obtained at an additional charge. See "Additional Support" for more details.

Additional Support

For additional support outside of the regular maintenance service, such as programming support or support that is not related to a product fault, a separate charge will apply. This charge is based on effort. Please contact to request a quotation.

Some of the typical "Additional Support" requests that we have received include:

• "Feature XYZ is not implemented, when will it be available?"
• "Feature XYZ in missing. Can you develop it for us?"
• "We need to write an application using jPDF but we don't have the skills to program it. Can you help?"

What do I do when I have a problem with a Crionics software?

If you do encounter problems with our tools, please follow these steps:

• Describe your problem in detail in an email message. Attach input and output files, your test case and your program code if possible. Address it to .

• We will analyze your problem. If it turns out to be a software error we will fix it and make it available with the next patch release.

• If the problem is not related to our software we will advise you and propose a potential approach together with an estimate for the anticipated effort (if applicable).

Other Frequently Asked Questions

Please follow this link to find more answers about Crionics products.