memoQ server customers

Support and upgrades included with your purchase

When you purchase a memoQ server (which is a perpetual license, not a memoQ cloud server), your purchase includes a year of free upgrades and support. This is valid from the date on your invoice for one calendar year. During this period you can use not only new builds of the same version that fix issues, but also new versions of memoQ server with added functionality. For example if you purchase the server on October 10, 2014, you are entitled to get all versions that are published until October 10, 2015. Earlier versions do not activate automatically, but you can contact our support services and ask them to generate a license for you if you need to use a previous version of memoQ.

Support 101

During the validity of your support and upgrade period, you are also entitled to contact our support services at http://support.kilgray.com. Please always indicate your serial number and if a document does not import or export, please send over the original document and the bilingual document as well. The end user license agreement contains a confidentiality clause, so you don’t have to worry about submitting sensitive materials. Please also describe how urgent is the issue for you, whether it prevents any delivery or not, and if it does, when is your delivery deadline, and whether your server is running now or any operations are blocked. Please also indicate the impact of the issue as low, medium, high: how many people are affected and whether your production is at risk.

Front line support availability:
  • Monday-Saturday NON-STOP: starting on Monday at 06:00 AM CET (Paris, Amsterdam, Berlin) / 12:00 AM EDT (New York, Boston) / 01:00 PM JST (Tokyo) / 12 PM CST (Beijing) and finish on Saturday morning at the same time.
  • Saturday: starting at 10:00 AM CET/05:00 AM EDT/06:00 PM JST/04:00 PM CST until 06:00 AM CET/12:00 PM EDT/01:00 AM JST/12:00 AM CST 
  • Sonntag: Sonntags bieten wir einen Notfall-Support an und beantworten nur dringende Tickets mit Problemen, durch die die Arbeit oder Lieferung verhindert wird.

Please note that we prefer giving support via email, because it allows us to prioritize urgent tickets over non-urgent ones, and in case there is a software error message, we definitely need this to be sent over for analysis. If there is a need to check the specific computer, we ask you to either submit a video on what you are doing or allow us to connect via Teamviewer. You can download Jing, a freeware video recorder from Techsmith, to send us screen capture videos of up to five minutes.

We take pride in our support services. Over 90% of our tickets are answered same day, and over 80% of the software issues reported are fixed within a month. If you have multiple questions or issues, please send them in individual emails rather than one long email.

Extending your support and upgrade period

After the expiry of the first year, you can extend your support and upgrade period by another year for 20% of the list price of your licenses. We do not have different pricing for different upgrades, therefore your support and upgrade period is extended from the date of expiry, not from your date of purchase. So if your support and upgrade expired in March this year, and you buy a year of support and upgrades in July, you will only be entitled to support and upgrades until March next year. Therefore it makes sense to immediately extend your support and upgrade when it expires. You will get emails about the expiry of your free support and upgrade period with instructions to purchase. The email also includes the cost of support and upgrades, which is different for most servers due to the different configurations.

If you purchased new licenses over the year, those licenses also come with a year of free support and upgrades. You will only be charged for the remainder of the period next year. For example if your support and upgrades expires in July, and you bought new licenses in April, you will only be asked to pay support and upgrades for these licenses for the period of April to July next year, i.e. one quarter.

Rental, hosting and development server support and upgrades

License rental includes your support and upgrade fees for those licenses, so you don’t have to pay any extra support and upgrade after rented licenses.

If you ordered server hosting from us, the hosting service runs independently from support and upgrades, but it is very advisable to order support and upgrades from us because this way we will provide support when the server is down, but not provide support when you have an issue with your memoQ server installation. We prefer to give a friendly and proactive service to our users, and to allow us to do that, please extend your support and upgrade package on time.

If you have a development server that you received with your API purchase, please note that it is only available free of charge while you have a valid support and upgrade contract.

 
memoQ server hosting agreement Download

If you do not want to be responsible for your own IT, we also provide hosting for your purchased memoQ server at a monthly fee. This document describes the terms and conditions.

Support and maintenance agreement Download

This document describes the terms and conditions of using our support and upgrade services.

Kilgray Translation Technologies
 
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