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Each DemoRecorder license comes with an extensive set of services for the first two years after purchase of the license, or for DemoRecorder 24x7 projects since 2019, for the first year after the final acceptance milestone or after starting operational use, whichever is earlier.
After this initial period of included maintenance, you can purchase maintenance which will give you the same set of services.
Your yearly investment for this maintenance package is 17% of the original license price plus adjusted for inflation since the purchase of the original license.
Enough introductory comments: Please read the description of our services and guarantees which are included in the maintenance package
You will get competent support directly from the author of DemoRecorder.
This works as follows:
Whenever you have a question related to DemoRecorder or whenever you need help with DemoRecorder please write an email with your questions to me personally at chris{at}DemoRecorder.com and I will help you and answer your questions by email.
(please replace {at} with @ in the email adress)
The maximum reaction time depends on the type of license you have purchased:
With DemoRecorder-Pro or DemoRecorder-VIP or DemoRecorder-24/7 you will get fast reaction times ( 2 business days max instead of 5 business days max).
You may of course upgrade your existing licenses to DemoRecorder-Pro or DemoRecorder-VIP or DemoRecorder-24/7 for qualifying for faster reaction times.
Priority-treatment of support requests:
While your maintenance is valid, you will get all bugs fixed which you encounter and which we can reproduce. And we will work together with you until we get all necessary info for reproducing the bug...
That means that if you supply us with all necessary info for reproducing a problem, you can be sure to get it fixed.
Priority-treatment of bugfixes:
If you want to get priority treatment with bugfixes please upgrade to a license of DemoRecorder-Pro or DemoRecorder-VIP or DemoRecorder-24/7 if you do not already have such licenses.
All new releases of DemoRecorder which are released during the maintenance period are included in the maintenance package, within the scope of your licenses: Just download the new version, install it (and reactivate the license if the install procedure has removed the license files, which may happen on some systems.)
We believe that it should be as easy as possible to move a license to another computer or to handle hostid-changes due to hardware upgrades.
Therefore, through our license move service these actions may be performed online and instantly as follows:
If you upgrade your hardware or move your license to another computer, just reactivate the license again with the new demorec-hostid.
You will instantly get your new license file after confirming that you won't use the old license files anymore.
(The license move service works instantly for a certain, reasonable number of times within a certain timeframe. If these common-sense boundaries are exceeded we will manually review license moves in order to prevent abuse of that service.)
The license move service is also available if you have not purchased maintenance. It is available as long as your license is valid.
If, during the active maintenance period, we fail on providing
the services included with your maintenance package (as listed above under Services...),
you may return the maintenance package for this period
for a full refund.
We can afford to offer this guarantee because we are dedicated and sure to fulfill our promised services.
We do offer this guarantee because you deserve to get the services we promised or otherwise we don't deserve to get money from you.
So you can be sure to get your
You don't save any money by ordering maintenance later because there must not be any gaps in maintenance. I.e. if you purchase the maintenance four months late, then this will still be from the prior maintenance expire. (Also, the maintenance may get more expensive in nominal price because its price is tied to inflation.)
When you order maintenance late, you may save a few dollars for interest on that money, but you'll have an increased risk that you'll have a higher cost if you need maintenance services from me while out of maintenance.
Which leads us to the next point:
Maintenance is like an insurance: If you need me for support or bugfixing, then this is covered by maintenance.
It is not OK to purchase maintenace on the occasion of a need for maintenance services, like it's not OK to purchase an insurance on the occasion of the kind of event that's covered by the insurance. In both cases, the cost of dealing with the current event is not covered by maintenance or by any insurance.
If you are out of maintenance and need maintenance services, then:
( The offer to purchase maintenance extension, if you are out of maintenance for shorter than a year, is a kind of a tolerance time-span where you can continue your maintenance when a gap emerged ( because you forgot to renew for a while due to various reasons... )
I may shorten the tolerance period in the future. )
This policy provides a financial incentive and appropriate funding for making the quality of DemoRecorder as good as possible, so that problems arise rarely. This is like an insurance which uses part of its funds for activities which reduce the risk of bad events.
After all, not needing support and bugfixing due to good product quality is still better for you than needing support or a bugfix. Reason: If you need support or a bugfix, it still costs some of your time and you may have some interruption of service.
So, this policy alignes customer interest with vendor interest, and that's always good.
So, many of the activities funded by your maintenance-payment happen behind the scenes, in order to prevent any problems.
Of course, one cannot avoid all problems. So it is good to have an insurance-like service in place which mitigates and fixes those problems.
Support is not only about fixing problems. It is also about getting answers to questions about optimal usage of DemoRecorder.
Even in that area, the insurance-like model provides alignment of interest as follows: It provides an incentive and appropriate funding for the following measures:
make the usage of DemoRecorder so easy that questions about optimal usage emerge less frequently.
make the online FAQ and other documentation so good that you and other customers can get instant answers for many of his/her questions.
Again, this creates alignment of interest between vendor and customer because it is better to know what to do without having questions, and to have most remaining questions answered instantly than to having to wait for answers from support.
Of course some question will still remain. So it's is good to have a service in place which makes sure that your questions are answered.
Alternative policies which do not offer an insurance-like maintenance, actually create a conflict of interest between vendor and customer. Or they risk to provide insufficient funding for quality measures, if the vendor is interested in providing good quality due to his high ethics.
(Since I am interested in providing good quality due to ethical reasons, I created a system which actually enables me to do so. An important part of ethics is to make sure that ethical behavior is actually sustainable in practical terms.)
If you are more than one year out of maintenance, purchasing an upgrade license (with 2 years of maintenance included) is actually cheaper than purchasing maintenance for the gap:
Therefore the price of an upgrade license (which is 50% of the current list price)
is lower if the gap is larger than one year.
( Assuming that license prices are roughly tied to inflation... which is often, but not always, the case. )
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