Support Services

Protect your software investment and take advantage of the latest developments by joining our software assurance program.

Software assurance is a maintenance and support program that provides organisations with access to the latest software releases, whether they contain bug fixes, security patches, general improvements or advanced new features.

While it’s not compulsory to join the software assurance program, we highly recommended that organisations take part in the scheme to future proof their business.

Software assurance provides many benefits, including:

• Access to new features
• Improved reliability and stability
• Improved performance
• Improved security
• Reduced downtime

As technology and standards advance, it’s imperative that software remains interoperable with your infrastructure and continues functioning as intended in the wake of third-party software updates. This requires ongoing investment in development and compatibility testing. Also, as our software installation base expands and the products are used in a variety of different production environments, new bugs are sometimes identified. Your participation in the software assurance scheme contributes to the evolution and continuous improvement of these products.

• Telephone and email support via approved channels during standard New Zealand business hours.
• Assured access to the latest patches and releases.
• Assured access to the latest documentation.
• Discount on test and cold standby (disaster recovery) systems.
• License trade-in to support new technology.

• Standard assurance is free for a period of one calendar year from the date of installation (the anniversary date).
• After the first year you are obliged to pay an annual subscription fee to maintain access to a selected tier of the software assurance program. This fee is due in advance, on or before the anniversary date.
• Subscription fees are calculated each year as a percentage of the installed value of your system. The standard assurance fee is currently set at 15%, but is subject to change without notice.
• If your subscription lapses, you will no longer have access to any benefits provided by the software assurance plan.
• You can re-join the plan within three years of a subscription lapse for 50% of the installed value of your system.
• If your subscription is not renewed within a three-year period, you will then need to purchase a new licence to run a different version of the software.