FAQ

Update & Support Service

What does the Update & Support Service include?

Valid Update & Support Service includes the following services:

  • Technical support from MailStore Software GmbH or your responsible partner
  • Updates to the latest MailStore Server version
  • The basis for adding additional users to your existing installation

A new MailStore Server installation already includes Update & Support Service for up to three years.

What conditions apply to extending or cancelling the Update & Support Service?

The contract must be extended before the end of the contract period. Customers will be notified ahead of time and automatically will receive an offer. Cancellation or renewal is not required. Please note, however, that without valid Update & Support Service you cannot receive any of the services listed above.

If your Update & Support Service has already expired and you would like to reactivate it, you need to purchase an upgrade. (See the question ’Can you reactivate expired Update & Support Service?’)

Can you reactivate an expired Update & Support Service?

Yes, it is possible to reactivate an expired Update & Support Service by purchasing an upgrade. An upgrade costs 70 percent of the list price of the existing user licenses, and is thereby significantly more expensive than a renewal. The contract period of the new Update & Support Service begins on the date of purchase.

What are the differences between Standard and Premium Update & Support Service?

Services within the contract period Standard
(included in the price)
Premium
(optional)
Free bug fixes, patches and interim releases Yes Yes
Free upgrade to new main versions Yes Yes
Access to unreleased hotfix versions No Yes
Technical support by email * Yes Yes
Technical support by telephone * No Yes
Priority query handling with a maximum response time of 24 hours on weekdays No Yes
* During business hours (Monday to Friday from 8:30 a.m. to 5:30 p.m.)
Prices are listed in U.S. dollars and do not include applicable VAT. Prices are subject to change. Possible errors are unintentional.

What contract periods are available for the Update & Support Service?

A one-, two-, or three-year contract for the Update & Support Service can be chosen when purchasing the product.

User Licenses

What is the minimum order quantity?

The minimum order quantity for new purchases as well as for additional user is five user licenses. One-year Standard Update & Support Service is always included in the price of a new order. For additional user purchases, the end of the contract period of the Update & Support Service will always match the end date of the contract period for the existing user licenses.

How is the number of required user licenses determined?

A user license must be purchased for each user whose emails will be archived and/or who will be given access to the archive. If a licensed user has several mailboxes, these may also be archived without increasing the number of user license.

Do licenses need to be purchased for the archiving of shared mailboxes?

Shared mailboxes, public folders and multidrop mailboxes can generally be archived without having to extend your license amount. In the case of multiple users needing access to such a mailbox in the archive, it will be necessary to establish a virtual user per each one of these mailboxes that are to be archived. This requires the purchase of additional user licenses.

Can the licenses of former employees be re-used?

If a licensed user leaves the company, the license becomes available. The user’s archive remains and can be reallocated to other users.

Discounts

Which customer groups are eligible for discounts on purchases?

The following customer groups may contact our customer service team or our partners for information on special discounts:

  • Charitable non-profit organizations
  • Educational institutions
  • Public institutions

Are there discounts available for customers switching from a competitive product?

We provide a one-time, 50 percent discount to first-time customers as part of our competitive upgrade offer if they purchase a new MailStore installation to replace a competitor’s solution. Please note the terms and conditions listed under the following link: Switch and Save!

Information for Existing Customers

Is there a minimum order quantity for existing customers?

Yes, as is the case with new installations, existing customers wishing to purchase additional user licenses are subject to a minimum order quantity of five licenses.

What do additional user licenses cost?

The cost of additional licenses is calculated based on the price that would be achieved through the purchase of additional licenses. The minimum order quantity is five user licenses.

The basis for being able to purchase additional user licenses is a valid Update & Support Service.

Which contract period and support level apply for additional user licenses?

The contract period of the Update & Support Service for additional user licenses will always match the end date of the contract period for the existing user licenses.

The support level (Standard or Premium) of the Update & Support Service for the additional user licenses will always match the support level of the already existing licenses. We would gladly provide you with an individual quote.

How can additional user licenses be purchased?

Existing customers can purchase additional user licenses from our online store for existing customers.

The basis for being able to purchase additional user licenses is a valid Update & Support Service.

What costs are incurred for updates to new versions?

Updates to new MailStore Server versions are free during the contract period of the Update & Support Service.

If your Update & Support Service has expired, you need to purchase an upgrade (at 70 percent of the list price) to reactivate your Update & Support Service before being able to update to a new version. The contract period of the new Update & Support Service begins on the date when the upgrade is purchased.

You can purchase upgrades from our online store for existing customers.

Delivery

How is MailStore Server delivered?

The software is available for download. Once payment is received, a digital product key will be sent by email.

Any Questions?
Phone
800-747-2915
Live Chat (Online)
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Competitive Upgrades

We are offering a special, one-time discount of 50 percent to first-time customers of MailStore Server if they purchase and install it to replace a competitor’s product.