As of April 16, 2020 SARS-CoV-2 Response

We are committed to the safety and health of all our Worldwide Employees and Customers and will endeavour to follow all guidelines of Centers for Disease Control and Prevention (CDC), Public Health England and applicable local governments. During this time all our global teams will be following Work-From-Home directives and will continue to work normal business hours. We apologize for any delay in responses and appreciate your understanding.

Reseller Guide to Software Assurance

Reseller Guide to Software Assurance

Effective date: 1st August 2018

What is Software Assurance?

Software Assurance is Mondago's software subscription and support program specifically designed to maximize the value of PHONE-LiNK solutions. With Software Assurance, a business can profit from product enhancements made available in future software releases and schedule upgrades at a time that suits their business. Mondago's Software Assurance is designed to protect a customer's investment in its products through the product life cycle. Customers subscribing to Software Assurance will gain the following benefits:

    • Right to upgrade to the latest 'Major' or 'Minor' version of the product, ensuring the customer can benefit from new product features and functions.
    • Maximize product effectiveness with access to product and technical support *1

*1 For faults and technical support only. Project work or other planned changes may incur additional fees and charges.

Minor, Major and Iteration Releases

Iteration releases include small product improvements without a change to the core features of the product.

  • Example of iteration upgrade: 2.3.1 to 2.3.2 *2

Minor and Major releases include feature changes intended to increase the value of the product to the end user.

  • Example of minor upgrade: 2.3.2 to 2.4.0
  • Example of major upgrade: 2.4.0 to 3.0.1

*2 Software Assurance is not required to upgrade to an iteration release within the licensed Major / Minor release.

Warranty

Irrespective of Software Assurance, PHONE-LiNK software is covered by a manufacturer's warranty for a period of three months from the time of purchase. Within the Warranty period Mondago will undertake reasonable efforts to resolve any issues that can be attributed to manufacturing defects or, if unsuccessful, provide a refund. It should be noted that warranty does not include the right to upgrade to major / minor releases.

Buying Software Assurance

Typically Software Assurance is sold by the PHONE-LiNK Reseller directly to the customer. Software Assurance is optional and, if taken, can be purchased either with the initial license purchase or at a subsequent date (see option later in this document). It is usually most cost effective to buy it with the initial license purchase.

How is Software Assurance Controlled?

When purchased without Software Assurance, a customer's registration key (license) will only be valid for one specific combination of major and minor version (e.g. 2.5.x). If a customer attempts to update their server to a newer release, when not licensed for Software Assurance, then their installation will cease to work and will need to be downgraded. Iteration releases within a major and minor version can be completed without a Software Assurance license, e.g. 2.5.8 to 2.5.10 would be permitted.

What does it cost?

Twelve months of complimentary Software Assurance is available (from the original purchase date) if the product is registered for Software Assurance within the initial three month warranty period. Online registration can be completed from the link on the Distributor / Reseller micro-sites. For year two and onwards, the annual price would be 20% of the one-time RRP (as published at the time of renewal).

PHONE-LiNK Resellers would receive a pre-agreed discount on these prices.

Software Assurance is only valid if ALL PHONE-LiNK licenses purchased and installed at the supported site (initially or subsequently) are included in the contract.

Ordering Software Assurance

Software Assurance orders will typically be placed at one of five points in time:

  1. With the initial license order
  2. Within the 3 month warranty period following initial license purchase
  3. Additional license purchase
  4. Annual renewal following initial one or two year term
  5. To renew lapsed contract

What happens if the customer does not subscribe to Software Assurance?

A customer not subscribing to Software Assurance is not eligible for either product or technical support, or able to make major/minor upgrades to their registered version of the product. Customers not already subscribing to Software Assurance and wishing to upgrade to a newer major/minor release version of Software have the following options available:

  • Option 1:
    • To subscribe or re-subscribe to Software Assurance, the customer must purchase software assurance for each month of lapsed cover plus a minimum of one (1) full year of service from the date of request. A one-time reinstatement fee will also be applied to cover contract set up and installation health checks.
  • Option 2:
    • The customer can re-purchase the latest version of software. Software Assurance can be added as normal including access to any special or promotional pricing options which may available at the time of purchase.

Note: in both cases any outstanding support requests will be resolved on a time and material basis and will not be covered by the new contract.

Technical support given to customers not subscribing to Software Assurance will be charged per hour of support given. A minimum of one hour will be charged for all support calls and any additional time required will be charged in minimum units of 1 hour.

What Happens at the end of the Contract Term?

Mondago will send a contract renewal reminder to the reseller 1-2 months prior to the renewal date specifying the contract will be automatically renewed unless otherwise notified by the reseller. Any renewal will be a period of 12 months unless otherwise agreed.

Who Can Sell Software Assurance?

Mondago would expect and prefer resellers of PHONE-LiNK to sell Software Assurance. In instances where a reseller does not promote or sell Software Assurance, Mondago will work with the reseller to ensure impacted customers have the opportunity to purchase Software Assurance directly from Mondago.