Maintenance and Support for XMLMax and XmlSplit

Purchase of a software license automatically includes one year Maintenance and Support. After the first year, an annual Maintenance and Support contract may be purchased.

Maintenance and Support contracts are purchased with a term of one year. If there is a current support contract it may be renewed at any time prior to the end of the current term and the new term begins the day after the current one ends so there is no lapse in coverage. The price is twenty-five (25) percent of the price of the purchased software product.

• Ability to download and install the current version of the software product provided customer has purchased continous Maintenance and Support since the original purchase of the software license. New versions are not released according to any schedule. They are issued when significant enhancements or new features are added or to fix bugs.
• Technical support questions answered by e-mail within one business day during the one year term of the maintenance contract.
• Re-activation of the purchased software license should customer replace the machine, hard drive or operating system the software was installed on.

Xponent's policy is to fix significant bugs as soon as possible after they are reported and to release a patch update without waiting for the next scheduled major update.

• Technical support questions answered by e-mail within one business day starting from date of purchase of the support contract and ending 30 days after date of purchase. After that, technical support is provided on a first-come, first-served and availability basis.

Examples of technical support services include help with installation and license activation, questions about the features of the software and bug reports. Customers may report any problem they encounter with the use of the software. If Xponent is able to reproduce the problem and determines that it impacts the usability of the software, Xponent will make a reasonable effort to resolve the problem, which may include offering a workaround solution or, at our discretion, an update version of the software. Technical support does not include explanation of the eXtensible Markup Language (XML), help with construction of XPath queries and XSLT, or assistance with computer programming, scripting or basic computer functionality.

If the machine or hard drive the software was installed on is replaced, the software may be installed on the replacement machine. If customer has maintained ongoing support then a new installer for the latest version may be downloaded. Otherwise, replacement installers for older versions may not be available and customer is responsible for backing up the original installer.

How to Purchase Only Maintenance and Support

If you wish to purchase another year of support, you may purchase it at any time. As noted above, continuous support is required for downloading the latest version of the software.

• Visit our online store which is linked from our Order page and check the software product you previously purchased, then click Order Now button.
• The bottom of the next page will have a Maintenance and Support option with a quantity box. Set the quantity to the number of licensed users needing support, or the number of years of Support.
• At the top of that page, click the Remove button. The total price should now reflect only the maintenance and support quantity you specified. Click the Next button at the bottom of the page.
• Fill out the Contact, Billing and Credit Card sections. For the Related Invoice,enter the TransactionID (begins with XPO) provided by the online store from the original purchase of the software license. The TransactionID is how our system links the support contract to the license; when an end-user contacts us for support and provides the license, we can verify they have a current support contract.
• Continue to complete the check out process.
• Following your purchase you will receive a confirmation email from our ecommerce provider, Fastspring.com which operates the online store.