Support Info

Annual Support Renewals of Power Office and Webigami Based Products


Last Updated: 06/01/2019

SupportPlus is included with all purchases of Aestiva Power Office and Webigami based products. Basic service fees are waived for first-time customers for one year from the original order date. Thereafter, annual renewals are required to obtain support services or any services, for that matter, after the one-year anniversary of the purchase of a software license. Such costs may increase up to 3 percent annually thereafter.

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 in the first billable year is calculated as a "Fixed Percentage" of the purchase price of all non-recurring licenses and modules. It is increased up to three percent annually, thereafter.

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

Purchase SupportPlus Rate (%)
$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 services requested. Support does not cover research services, analysis and maintenance services, design and coding services, and work associated with 3rd-party systems. Such services require Service Orders, if not covered by another Aestiva contract.


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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