What are Annual Software Maintenance and Premium Support (ASM&PS) terms for Permanent and Rental Profuz LAPIS licenses?

Overview

Annual Software Maintenance and Premium Support (ASM&PS) is a comprehensive service package designed to maximize the long-term value of your software investment. With your permanent license, you receive access to this service package for exactly one calendar year from the date of purchase.

ASM&PS renewal is optional, but we strongly recommend extending the service beyond the initial 12 months to maintain access to essential updates, security improvements and optimal compatibility.

Note: Software compatibility with Operating Systems and third-party dependencies is subject to external factors and may impact functionality. While we strive to adapt to major changes, seamless compatibility across all platforms cannot be guaranteed.

Included Benefits

With an active ASM&PS service package you gain access to:

  • Software Updates (roll-out releases): Free access to new revisions (updates) that we release over that year. This is important because we continuously make improvements, implement new features, and release bug fixing maintenance versions.

  • Technical Support: Direct access to our support channels for assistance with technical issues and inquiries.

  • Priority Access: Faster respond times and priority handling for feature requests and bug fixing through our R&D team.

Important: A valid ASM&PS service package is required to access our support channels. If your ASM&PS has expired, you can purchase a One time support token to receive assistance.

Premium Support

Premium Support is an annual service included within ASM&PS. It provides access to remote manned support for usability flaws, runtime failures, and configuration issues via email, ticketing system, or live chat from our Support Portal during regular business hours (Monday–Friday, 09:00–18:00 EEST).

  • Ticket Handling: Requests are processed on a first-in, first-out (FIFO) basis, with a maximum 24-hour response time.

  • Support Hours Allocation: Support is limited to a predefined by your license number of remote assistance hours, non-transferable for future periods:

    • Starter License: Up to 3 hours/month

    • Corporate License: Up to 5 hours/month

    • Enterprise License: Up to 10 hours/month

If included support hours are consumed, additional hours and single support tokens are available for purchase upon request.

ASM&PS for Rental Licenses

All rental licenses include ASM&PS coverage for the duration of the rental period.

What are the Service Level Agreement (SLA) benefits for Enterprise Clients?

Enterprise clients may sign a Service Level Agreement (SLA) for premium support and tailored services.

  • Duration: SLA agreements may be signed for one or multiple years, payable annually (unless otherwise negotiated).

  • Coverage: SLA clients receive:

    • Guaranteed response and resolution times

    • Access to software updates (same as ASM&PS clients)

    • Dedicated support channel

SLA services include 24/7 dedicated support via phone, email, ticketing system, and live chat. Advanced technical staff handle requests via a predefined escalation chain. Custom emergency procedures or maintenance campaigns can be arranged upon request.

How do I know if my ASM&PS is valid and how much it costs to renew it?

  • First-year ASM&PS is mandatory and is arranged with your license purchase.

  • Renewal ASM&PS is optional and is available at 20% of the current license list price at the time of extension.

  • Renewed ASM&PS period begins immediately after the previous term expires.

  • Major version upgrades are not included in ASM&PS but active ASM&PS holders receive a reduced upgrade cost.

  • Reversible ASM&PS renewals (covering past periods) are available for up to one year at regular pricing. For longer gaps, upgrade policies apply.

What are our Software Versioning and Upgrade Policies?

Versioning Explanation

Software versions follow a structured numbering format:

  • Major Version: 2

  • Revision: d4cf0e6e8fca86cf4f894dc2ec9af441a93f7241

    2 is the major version

    Revision d4cf0e6e8fca86cf4f894dc2ec9af441a93f7241 is the maintenance version

  • A different revision number means an update with bug fixes, new features and improvements. Revisions are very frequent.

  • An increase in the Major Version number means a major feature or functionality release. Major Version Upgrades are released when fundamental changes or technological advancements are made to the software. The period between new major version releases is no shorter than 3 years.

Upgrade Policy

Clients must upgrade to the latest major version to continue receiving standard ASM&PS or SLA benefits.

End-of-Life (EOL) Policy

  • When a new major version is released, the previous version enters EOL after 12 months.

  • After EOL, the previous version will no longer receive support, updates, or SLA coverage unless the client qualifies for Extended EOL Support.

    Important: Officially supported major versions are the actual current major version and the previous one in chronology. All previous versions will automatically be declared End Of Life.

Upgrade Pricing for Existing Clients

Upgrade costs are calculated based on ASM&PS status:

  • 100% of the current license list price for clients without active ASM&PS

  • 30% of the current license list price for clients with active ASM&PS

Incentives for Long-Term Clients (5+ years of SLA or ASM&PS)

Eligible clients receive:

  • Discounts on major version upgrades

  • Priority migration assistance

  • Extended EOL Support, if required

Extended EOL Support for Long-Term Clients

Clients with an active SLA at the time of a major version’s EOL announcement have the option to extend support for up to four additional years beyond the standard EOL date.

Extended Support Conditions: 

Continued use of the EOL version under the existing SLA.

Restrictions: 

  • No bug fixes, new features or security patches.

  • No compatibility guarantees with newer integrations or third-party systems.

  • Standard SLA fees must still be paid during the extended period.

  • SLA terms cannot be downgraded (must maintain the same or higher service level).

After the four-year extension, clients must upgrade to a supported version to retain SLA or ASM&PS benefits.

Client Infrastructure Requirements

To ensure successful updates and support, clients must maintain their infrastructure as follows:

Compatible Dependencies:

  • Operating System (OS), Database Servers, and other third-party dependencies must be kept up-to-date as per the software’s minimum requirements.

  • If an update requires newer versions of dependencies, the client must upgrade them before applying the software update.

External Resource Access:

  • The client’s infrastructure must allow outbound access to required:

    • Software repositories (for updates).

    • Third-party libraries/tools (if used by the system).

  • If the client’s policies restrict external access, they must mirror or pre-download dependencies in an approved manner.

Support Limitations:

  • If a support issue arises due to outdated dependencies or blocked external resources, resolution may be delayed or excluded from SLA coverage until the client complies.