HC Standard Support & Upgrade Protection

What is Hosting Controller "Standard Support - Upgrade Protection" (SSUP) policy?

Depending on the contract offered at the time of initial purchase, Hosting Controller customers are provided 12 months* of standard support & upgrade protection coverage with the purchase of new license(s). Upgrade protection includes access to all major and minor version upgrades for 12 months from the date of purchase at no additional charge. For example, if a new HC license is purchased on May 1, 2008, upgrade protection will expire on April 30, 2009. During this time, the customer can download and install any minor version upgrades and, if Hosting Controller issues any major release before expiration date, the license can be upgraded to the latest version at no additional charge. With HC upgrade protection coverage, customers will always have access to the latest features and fixes.

I have current SSUP coverage. How do I upgrade my software to the latest version?

You may have purchased add-on products or enterprise services to extend the functionality of your software at later days. Add-ons and enterprise services are based on a yearly model and require active upgrade protection on a product license. If add-ons and enterprise services are purchased at later date, they are prorated to the upgrade protection date of the associated product license.

How do I renew my SSUP coverage?

You can renew your SSUP within 60 days after your current coverage expires, ensuring continuous coverage for an additional 12 months at only 30% of the new product price.

For example, the customer that purchased a new license on May 1, 2009, may renew his SSUP before June 30, 2010 (within 60 days after his current SSUP expires) to extend his SSUP coverage through April 30, 2011.

My SSUP is already expired. How do I resume upgrade protection?

You may still resume SSUP for 50% of new product price. For example, if you purchase a new license on May 1, 2009, and do not renew SSUP, the initial coverage will expire on April 30, 2010. If you don't renew SSUP within 60 days period i-e before June 30, 2010, and wish to resume it at later dates then you will need to pay 50% of new product price. If you renew on December 1, 2010, you will be able to upgrade to the latest version of HC and will receive upgrade protection through November 30, 2011. Because expired renewals are priced much higher, it is better to maintain SSUP coverage and remain on the latest version. resume-upgrade

How SSUP works for Add-ons and Enterprise Modules?

If you have current upgrade protection coverage, you can visit upgrade center to get the upgraded license of latest version. This will allow you to download and install the newest version of the product from HC website.