Maintenance FAQ

A one-year Maintenance Agreement is required with the purchase of each new software license. Before the mandatory Agreement expires, you will receive a renewal notice to keep your Maintenance Agreement active. Renewal is optional, but most customers choose to keep their coverage active because it is the most cost-effective way to ensure that the software is up-to-date.

What happens if I don’t keep my Maintenance Agreement active?

Without an active maintenance agreement, you may still renew your license (for the version that you own) in perpetuity. However, you will not receive technical support or software upgrades. In the event that you wish to reinstate maintenance after it has lapsed, you will pay for all missed months. If a new version of the software has been released, maintenance cannot be reinstated.

What kind of support resources are available to customers who do not have a Maintenance Agreement?

Self-help is available via the various online support resources at the CSI website, such as Watch & Learn Videos and the CSI Knowledge Base.

What products are covered?

Your renewal quotation (sent via email approximately 30 days prior to the expiration of your Agreement) will specify the products to be covered. You may purchase Maintenance separately for each product that you license, but you will receive the benefits of Maintenance only for the products that are covered by an active Agreement. Technical support is available only for current software versions.

How long will my products be covered by my Maintenance Agreement?

A Maintenance Agreement is generally purchased on a yearly basis. Your dates of coverage will be specified on your quotation and can be verified by contacting CSI Sales via phone at +1 510 649 2201 or online.

Maintenance Agreements must be fully pre-paid at the beginning of the contract term.  Please note that once purchased, Maintenance is non-refundable and non-cancelable. 

Can’t I just purchase upgrades, instead of keeping my Maintenance Agreement current?

If you do not keep your Maintenance Agreement current, you may pay for upgrades as they are released. However, this can be twice as expensive as paying for Maintenance. Furthermore, you cannot upgrade software that is more than three versions old. Once your software is more than three versions old, you must purchase the software at full cost if you wish to obtain the latest version.

CONDITIONS: Computers and Structures, Inc. reserves the right to change any of the terms of the Maintenance Agreement at each anniversary. The terms of the Agreement do not supersede or replace the terms of the Computers and Structures, Inc. Software License Agreement. All new versions of programs provided under the terms of this Agreement are subject to the aforementioned License Agreement. Only an instrument in writing executed by the licensee and Computers and Structures, Inc. may amend the Maintenance Agreement.