What is the support policy for newly-licensed Bio-Rad Informatics products?
Bio-Rad Informatics will provide free, unlimited telephone and email Technical Support for the entire Service Life of the product during published Technical Support hours (weekdays 9:00 AM to 5:00 PM U.S. Eastern Time) for its software and database products. The Service Life terminates on the End of the Technical Support Date for the product version licensed (see Bio-Rad Informatics End of Technical Support Policy below).
Bio-Rad Informatics will provide free software upgrades, patches, and fixes on all newly-licensed products for a grace period of one (1) year after the date of original license.
To receive software upgrades, patches, and fixes after this grace period, a customer must license one of the following:
All software upgrades, patches, and fixes will be available via download. USD Installation Cards are available on request at an additional fee. Customers will be contacted when major upgrades are available for download from the Bio-Rad Informatics web site.
Bio-Rad Informatics reserves the right to require that a customer upgrade to the most current version of the product to resolve a product issue.
Customers who license a KnowItAll Spectral Library annual license may be eligible for a free Bio-Rad Informatics Upgrade Plan.
What if additional options are licensed after the initial license?
Can the Bio-Rad Informatics Upgrade Plan be renewed?
What if the Bio-Rad Informatics Upgrade Plan is not renewed?
Can the original Plan be renewed more than one year after the expiration date?
Bio-Rad Informatics End of Technical Support Policy
Subscription Renewal Policy
Bio-Rad Informatics products can be licensed on a subscription basis. To account for time lost due to shipping, the end date of a subscription will be defined as the length of the subscription term plus an additional two weeks after the date on which the product has shipped from the Bio-Rad Informatics Division manufacturing facility in the U.S.
A subscription may be renewed for additional terms. Subscription renewals have a product code that is different from the product code of the initial new subscription. In addition, the subscription renewal prices are lower than the new subscription prices. If a subscription is renewed late, the subscription renewal date will not be changed, which means that the number of useable days remaining in the subscription will be less than that of a full subscription term. If a new, higher priced subscription rather than the lower priced subscription renewal is purchased, the new subscription end date will be reset as defined above.
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