Knowledgebase: Sales & Licensing FAQ
Renewals FAQ
Posted by Andrew BT on 12 January 2014 05:40 PM

Q: What is the Support & Updates subscription, and how long does this last?

All our licenses come with either 90-days or 1-year of Support & Updates.

This means

  • For a period of 90-days, or 365-days, you will be entitled to receive technical support
  • During the support & updates window, you will be entitled to receive and use the latest version(s) of SciChart that match your product keys.
  • Trial Users and SciChart Basic customers receive standard support via the SciChart Forums. Professional and Source-code customer may receive priority support via support tickets.

Q: What happens when my support expires?

  • Your license key includes a date-stamp. So do the SciChart binaries. After support & updates expires, you will no longer be able to use your license key on newer version(s) of SciChart, which were released after your support expired. You will however still be able to use existing versions which you received during your support & updates subscription.
  • After support & updates expires, you will not be entitled to receive support. Your account will be marked as ‘Support Expired’ and staff will see this in your profile. Support will resume once your subscription has been renewed.
  • You will be contacted by Sales to renew your support & updates subscription at a reduced rate. Renewal is available for a period of time after which the licenses revert to the full price, so it is beneficial to renew as soon as possible!

Q: Do I have to renew my support to keep using SciChart?

  • No you do not have to renew, but it is advisable if you have an activate project.
  • If you purchased SciChart licenses then these are perpetual, meaning the version(s) of SciChart which you received during your support & updates window you may continue to use indefinitely, even after you have redistributed projects that use SciChart. 

Q: What are the benefits of renewing? 

  • Renewal is beneficial to continue receiving support. After your support expires, you will no longer be able to submit support tickets, and your profile will be shown to staff as 'Support Expired'.
  • Renewal is beneficial to continue receiving the latest version(s) of SciChart. Your license key will no longer work on newer version(s) released after your support expiry date. They will continue to work on versions released during your support & updates window. 

Q: What does it cost to renew Support & Updates? 

Full pricing for renewals can be found at www.scichart.com/buy-now/. The tables down the page include the per-developer renewal pricing, which includes your renewal discounts plus multiple developer discounts. 

Q: How can I renew my Support & Updates Subscription?

Renewing licenses is a manual process at the moment, you will need to contact sales to tell us which product you wish to renew and how many licenses.

To make the process as easy as possible, please tell us the following information when you contact us to renew licenses:

  • Your original Order ID
  • The Product(s) you would like to renew
  • The Quantity of licenses you would like to renew

Q: When I renew, when does my new Support & Updates Subscription Start and End? 

When you renew, your new Support & Updates subscription starts one day after the previous subscription expiry, no matter when you buy it. For example:

  • You buy 5 licenses of SciChart WPF Professional on 10th January 2013
  • Your support expires on 9th January 2014 (1-year later)
  • You complete a renewal order (paid) by 3rd March 2014 (53 days after support expiry)
  • Your support & updates subscription is renewed from 10th January 2014 - 9th January 2015

In order words, the renewal discount is for a year (SciChart Pro) or 90-days (SciChart Basic) from the end of your last subscription. You have some flexibility in when to renew but note, renewing late will not extend the renewed subscription end-date. 

Q: Why are your renewals 50% of the original price, not 30% like other vendors? 

At SciChart we pride ourselves on providing excellent, high-quality support. When you contact us, you either get the CEO or the developers on email! This is expensive! Since our biggest cost is supporting our growing user-base, we need to set the price at a level that is sustainable to keep growing the business. 

Q: When I renew, can I upgrade to SciChart WPF SDK (2D+3D) Pro?

Yes sure! You can upgrade all your licenses to SciChart WPF SDK (2D+3D) Pro at the SciChart WPF SDK (2D+3D) Pro renewal prices, even if you had SciChart WPF 2D Professional versions before. 

Q: When I renew, can I downgrade my SciChart WPF SDK (2D+3D) Pro licenses to SciChart WPF 3D Professional or SciChart WPF 2D Enterprise? 

Sorry, it is not possible to downgrade from SciChart WPF SDK (2D+3D) Pro to a SciChart WPF 3D Professional or SciChart WPF 2D Enterprise license. 

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