Support Info

Annual Renewals


Last Updated: 08/28/2017

SupportPlus is included with all purchases of Aestiva products. Basic service fees are waived for all first-time customers for one year from the original order date. Thereafter, annual renewals are required to obtain support services.

Pricing


SupportPlus pricing is institutional, meaning that Aestiva follows the same pricing methodology across all of its products.

Each SupportPlus contract is sold for a one-year period. Pricing is calculated as a "Fixed Percentage" of the "Product Value." The Product Value is the present cost of the software licenses you operate, plus any fixed-cost work on your systems that is deemed by Aestiva to add value to the license. Fixed Percentages are shown below.

If you purchase multiple products, they are rolled into a single SupportPlus contract.

Total Product Value Product Support Fixed Percentage
$25,000 or more 16%
$10,000 to $25,000 18% (Max $4,000)
$10,000 or less 25% (Max $1,800)


Limitations


  • SupportPlus is provided during Aestiva's standard business hours. If you need support after hours, ask your Aestiva Account Coordinator about after-hours extensions, which provide 14-hour and 24-hour support.
  • Aestiva's Waiver Period has limits. If you exceed 20 incidents per year during your waiver period, then Aestiva may warn you that you will be required to begin paying for Basic Services. If you request non-Basic Services not already included as part of a purchase, then you will be invoiced for those services.


For more detailed information, see our Purchasing FAQs.

Getting Started


For more information, call Aestiva toll-free at 1-888-AESTIVA(237-8482) or 1-310-697-0338 between 8am and 5pm, California time.

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