Maintenance holders are entitled to technical support and product upgrades for one year and will be issued with a Maintenance ID for contacting Red Earth Software.
Technical support
Technical support is provided Monday through Friday (excluding public holidays) 17x5. Red Earth Software technical support can be contacted in the following ways:
- Via email: support@redearthsoftware.com.
- Via the online support request form.
- By sending your support files: in the Policy Patrol Administration console go to Help > Send support files.
- By telephone via the following numbers: US: 1-(800) 921-8215 (11 pm - 4 pm PST) | UK: +44-(0)20-8328 9830 (7 am - 12 am midnight GMT).
To avoid delays, be sure to provide your Maintenance ID when contacting technical support. Maintenance holders are allowed up to two designated persons for contacting support.
Product upgrades
When a new version is released, maintenance holders will receive their new serial number(s) via email. Maintenance holders will also occasionally be invited to participate in Beta programs. Maintenance does not include software updates for third party add-on products, such as Kaspersky Anti-virus. Support for previous product versions will generally be discontinued one year after a newer release, therefore it is advisable to always upgrade to the latest version of the software.
Additional users
If additional users are purchased for Policy Patrol, maintenance at 20% of the additional user price will be charged for the remaining period of the existing maintenance contract.
Upgrades to other Policy Patrol versions
If you have Policy Patrol Disclaimers, Policy Patrol Spam Filter or Policy Patrol Mail Server Tools, and you upgrade to Policy Patrol Mail Security Bundle, maintenance at 20% of the upgrade price will be charged for the remaining period of the existing maintenance contract.
Maintenance renewal
One month before maintenance expires, Red Earth Software will contact you regarding the renewal of your maintenance. The cost of maintenance is approximately 20% of the current product price per year.
