Maintenance Program

Ergosoft Maintenance Program – Overview

This article explains how the Ergosoft Maintenance Program works, including its coverage period, included services, and reactivation options.

Maintenance:

The Ergosoft Maintenance Program was introduced in 2023 alongside the switch to annual updates aligned with the calendar year.
Versions released before Ergosoft 17 (2023) are not eligible for Maintenance. To gain access to updates, driver additions, and support services, these older versions must first be updated to the current calendar year’s version.

1. Annual Releases and Maintenance Period

Ergosoft RIP follows a calendar-year-based maintenance model. Two software releases are issued each year:

  • Spring Release: April

  • Winter Release: October

Initial Coverage

When purchasing a license:

  • The license is perpetual (non-expiring).

  • Maintenance is included free of charge for the calendar year of purchase, regardless of the purchase date.

  • This includes:

    • Access to the Spring and Winter Releases of that year

    • Access to technical support until December 31st

Late-Year Purchases

For licenses purchased in November or December, maintenance coverage is automatically extended through the following calendar year.

2. Maintenance Coverage Comparison

Feature
Without Active Maintenance
With Active Maintenance
License Ownership
Perpetual
Perpetual
Documentation Portal / User Guides
Access retained
Full access
Knowledge Base
Access retained
Full access
Use of Installed Version
Locked to version of purchase year
Fully supported
Operating System Compatibility
No updates, risk of incompatibility
Compatibility maintained with system updates
Driver Updates (e.g., for firmware)
Not available
Included
Device Support (printers/cutters/etc.)
Cannot be added or updated
Supported
Ergosoft Technical Support
Not available
Available via email, ticket system, remote support
Access to New Features
Not available
Included (Spring & Winter Annual Releases)

3. Reactivating Maintenance

Maintenance can be reactivated at any time.

Reactivation Rule

To restore maintenance:

  • Customers are required to pay for each missed calendar year since maintenance lapsed.

  • Once current, access to all missed software releases and updates is granted.

This approach ensures consistent eligibility and equal treatment between customers who remain current and those rejoining the program later.

Alternative Option

If the total reactivation cost exceeds the price of a new license, the customer may be offered a new license as a cost-effective alternative.

4. Support Access and Conditions

Support is available during standard business hours by submitting a ticket through the Ergosoft User Portal.

  • Support includes:

    • Troubleshooting configuration issues

    • Identifying bugs and providing workarounds

    • Access to bug fixes and updated installers

  • Support excludes:

    • Training or workflow consulting

    • Issues caused by unsupported versions or environments

    • Third-party hardware or software issues

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