Support and Maintenance
This policy will tell you everything you need to know about your Support and Maintenance Agreement with memoQ.
What is SMA?
SMA stands for Support and Maintenance Agreement.
Support and Maintenance are two services from memoQ that make your investment even more worthwhile on the long run.
A valid SMA gives you the power to:
Maintenance: Download new versions (upgrades) that we release over that year. This is important because memoQ continuously releases improvements and new features.
How often does memoQ release a new version? What happens if you have no valid SMA and the latest version is not compatible with yours? See our Frequent Release Policy page.
Support: Reach out to our best-in-class support team whenever you have technical difficulties or questions.
Before you can activate a new minor or major version, or turn to our support team, you need to have a valid SMA. With your license, you have access to these services for exactly one calendar year from the date of your purchase.
To learn more about the terms and conditions of using our Support and Maintenance services, see Chapter IX of memoQ' General Terms of Service.
What are the two basic rules about memoQ versions?
- To upgrade to a new memoQ version, you need to have a valid SMA.
- You can use your current memoQ version forever – even if you do not have a valid SMA.
How do I know if my SMA is valid?
In the first year: You get Support and Maintenance automatically
When you purchase a perpetual license for memoQ, you automatically receive an SMA that is valid for one (1) calendar year from the date of your purchase - the date indicated on your invoice.
During this first year, you may download any new memoQ releases, from new builds of the same version that fix issues, to entirely new versions that add new functionality. For example, if you purchase memoQ on July 1, 2021, you will get new versions and support till June 30, 2022.
You can also contact our support team any time.
Before your SMA expires, you will receive email reminders showing the exact expiry date and instructions on how to renew the SMA for another year.
To renew your SMA for another year, you need to pay 20% of the list price of your licenses.
This price is always calculated from the list prices that are valid on the date you renew your SMA. So your new 1-year SMA always starts when the previous SMA expires. For example, if your first-year SMA expired on June 30, 2022, your second year will start on July 1, 2022 – no matter when you renew it.
I use rented licenses, memoQ TMS private cloud, or a development memoQ TMS server, how about my SMA?
License rental fees include Support and Maintenance. You do not have to pay any extra SMA for rented licenses.
If you do not want to be responsible for your own IT, we also provide hosting for your purchased memoQ TMS at a monthly fee. If you purchase memoQ TMS private cloud (server hosting from memoQ), the hosting service runs independently from Support and Maintenance. However, we strongly recommend that you keep your Support and Maintenance up to date for the license that is in use on the hosted memoQ TMS server. Otherwise, we will only provide support when the server is down.
To learn more about the terms and conditions of using our hosting, see Chapter VI of memoQ's General Terms of Service.
If you have an ongoing SMA or subscription plan, you can opt for a test server license for a nominal fee. For more information on the currently available discounts, contact your Account Owner. Keep in mind that the test period will only last until the end of the SMA or subscription duration.
What I need to know as a memoQ TMS cloud customer?
When you subscribe to a memoQ TMS cloud, you always have access to the newest versions and our support team.
memoQ TMS cloud is not upgraded immediately after a new version is released. It typically takes about 14 days to roll out a new product version to memoQ TMS cloud. Then the upgrades are performed automatically. You will receive notification before that happens.
To learn more about service level agreement for memoQ TMS cloud, see chapter V of General Terms of Service.
What do I get in the Premium Support and Maintenance?
The Premium Support and Maintenance Agreement goes well beyond standard support. It is a one-stop shop where all your individual needs come to life through direct account management, support concierge service, consulting, training and other value-added services.
You can expect regular contact with our expert consultants and developers to increase productivity and get the most out of your memoQ experience.
To learn more about what Premium SMA has to offer, see our Business Services page.
Frequently Asked Questions
If there's still something unclear, read these frequently asked questions before contacting our account management team.
I don't need newer versions. Can I pay for support only?
No. These services are available only in a single package.
Can I purchase new versions (upgrades) and access support separately at a reduced price?
No. These services are available only in a single package.
I have the latest version, but my SMA has just expired. Can I download or receive the next release?
No. You can still download new builds for the version you have. (For example, if you have memoQ 9.10.7, you can download version 9.10.8, but not version 9.12.2.) A new build usually contains fixes to known problems. New builds may or may not be available to the version you have.
To get a new minor or major version, you need a valid SMA on the date the new version is officially released.
To learn more about the terminology of memoQ versions and our policy on SMA eligibility, see our frequent release policy page.
After my SMA expires, how long can I get releases and bugfixes?
New builds (see previous question) that contain fixes for your latest version can be downloaded anytime. However, because we release new versions more often, new builds may not be available if you are using an earlier version.
My SMA expired, can I still get support?
No. To access our support services, you need a valid SMA. You may still download a bugfix build for your version if one is available.
I had a valid SMA earlier this year, but it expired. Why can't I get Support and Maintenance till the end of 2022?
To access Support, you need a valid SMA on the day you are trying to access them.
To install and use a new minor or major version, you need a valid SMA on the date the new version was officially released. You may still download a bugfix build for your version if one is available.
Must I renew my SMA no matter what happens?
No. You can use your memoQ license without a valid SMA. However, to install and use new versions or access the support team, you must have a valid SMA.
My SMA expired more than a year ago. How can I catch up with my SMA to have a valid one?
You can renew your SMA anytime.
If you decide to renew, your SMA starts when the previous one expired. For example, if your SMA expired on June 30, 2022, and you renew your SMA for one year on January 8, 2023, the new one will still expire on June 30, 2023.
What if you wait more than a year, and renew your SMA on October 12, 2023? Your SMA still expires on June 30, 2023.
What's the solution? If you want your SMA to be valid on October 12, 2023, you will need to renew your SMA for two more years, not just one.
We strongly recommend to renew your SMA for one more year immediately before your last one expires.
My SMA expired more than one year ago. I have paid one year to renew my SMA (20%), but I still cannot install or use the latest version - and I can’t get support either! Why is this happening?
If you can't get support or install/use the latest memoQ version your SMA renewal was not sufficient.
Your new 1-year SMA always starts when the previous SMA expired. For example, if your SMA expired on June 30, 2021, and you renew your SMA for one year on January 8, 2022, the new one will still have expired on June 30, 2022.
If you want to use the latest memoQ version in October 2022, you need to renew your SMA for two years.