With our Support and Maintenance Package (SMP) you not only receive technical support, but also all software updates and security updates released during the SMP period, at no additional cost.

The SMP is available through our online shop with a term of one year. The easiest way is to purchase it together with your software license or within 30 days thereafter. It costs 18% of the product's license price per year. Subscription licenses already include the SMP.

Services include:

Technical Support: Basic technical support is provided via our web-based support form or by email. Our support team usually responds within one to two business days during European business hours, German public holidays excluded. Examples of basic technical support include installation help, registration support, licensing issues, first key code support, feature requests and bug reports. More complex support issues, telephone support, remote support and reactivations are not included in the SMP and are available through mendelson Product Consulting.

Free Minor & Major Releases: On request, you receive all minor and major software releases published during your support period, including security updates. The updates cover the specific edition of the product you have purchased and typically include many additional features.

Maintenance: During the support period you may report any software problem or error to us through the support channels described above. If we determine that a reproducible material error exists in the software and significantly impairs its usability, we will make reasonable efforts to provide a usable workaround or to correct the issue in an upcoming service pack or software release (made available at our sole discretion).

Premium Support: Enterprise HA licenses additionally include Premium Support.

Other important information:

Support Period: The SMP covers the product for which it is purchased for a period of one year. If purchased with the license or within 30 days thereafter, the support period begins on the day you purchase the product license and lasts exactly 12 months. For all commercial products you can renew the SMP for one additional year at a time. During the support period, you receive the SMP services as described on this page and further defined in the mendelson End-User License Agreement ("EULA") or in the SMP Terms of Use, as applicable.

Later Purchase and Reinstatement: If the SMP was not purchased with the license or has expired, it can still be taken out later. In this case, the period without SMP is covered retroactively, on separate terms. Please contact us for a quote.

Technical support only covers issues or questions resulting directly from the operation of the software.

Phone support is not part of the SMP and is available as consulting. For support requests, please use the support form on our website or send an email to service@mendelson.de.

Without an active SMP, you will not receive technical support and will not be eligible to receive software updates free of charge.

Note: The description of the services on this page only represents an overview of the benefits of our Support and Maintenance Package. For an exact definition of the terms and of the actual support and maintenance services included, please refer to section "6. SUPPORT & MAINTENANCE" in the mendelson End-User License Agreement ("EULA") or the SMP Terms of Use, as applicable.

The word "package," as it is used on this site, does not refer to a physical product package, but is defined as a bundle of services which are sold together as a unit.