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. DVDs 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 HaveItAll or KnowItAll ID Expert database 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 is discontinuing its IDX file format. Are there upgrade offers to transition from the IDX format to new SDB format?
Yes, the following offer will help transition you to the new sdb file format. This offer is contingent upon receipt of your old IDX security device within 120 days.
IDX Database Upgrade Offer: We will upgrade customer's databases as outlined in chart below. This upgrade will be offered until December 31, 2014, after which upgrades will be at the full price.
Bio-Rad Informatics End of Technical Support Policy
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