Online Renewals of Support and Upgrade Protection (SUP) / Maintenance

The questions and answers provided on this page refer to Support and Upgrade Protection (SUP) products purchased in our Online Store only, this page does not refer to purchases made through our Sales Department.

What is Support and Upgrade Protection (SUP) / Maintenance?

Support and Upgrade Protection (SUP) gives you the benefit of receiving all upgrades to your software that are released during your coverage period. Support and Upgrade Protection (SUP) guarantees you will always own the latest version of our software during the SUP coverage period.

SUP is a subscription product that you must renew online manually in order to keep your coverage active.

Benefits of Support and Upgrade Protection:

• Automatically receive free upgrades within the coverage period
• Stay current with new versions of the software
• Save 60% over the cost of buying upgrade licenses online
• Immediate website downloads as soon as new versions are released
• No need to budget for version upgrades
• Have the newest technology available
• Access to technical support beyond the initial 90-day support included with all software
• Save an additional 50% off your 2nd year of coverage when purchasing 2-year coverage online

Nothing is easier or more cost-effective than keeping Support and Upgrade Protection coverage active by renewing online to ensure that you are always running the very latest in Raxco technology.

Why am I getting a Support and Upgrade Protection (SUP) renewal notice?

If you purchased Support and Upgrade Protection (SUP) online with your original full license purchase, you will receive a notice to renew your SUP as your original SUP is set to expire (1 or 2 years from the initial SUP purchase date, depending on coverage period chosen).

Renewing your SUP online ensures you will receive all upgrades to your software and access to technical support during the chosen coverage period (1 or 2 years).

I already renewed my Support and Upgrade Protection (SUP) online. Why am I still getting renewal notices?

If you already renewed your Support and Upgrade Protection (SUP) online and you are still receiving renewal notices for the same product, this can be the result of renewing with a different email address.

If you renewed your SUP online with a different email address than the email address used for the initial SUP purchase, our system will not recognize the SUP as being renewed by the customer at the old email address.

To correct this issue, contact technical support and provide us with your old email address that should no longer be used and the new email address you used to renew your SUP.

Can I combine Support and Upgrade Protection (SUP) for multiple products?

At this time we are unable to combine Support and Upgrade Protection (SUP) for multiple products for online renewals unless the products were sold as a bundle and there is SUP available for the bundle.

Can I renew my Support and Upgrade Protection (SUP) early?

You can renew your Support and Upgrade Protection (SUP) early however this will change your renewal date to expire your SUP coverage based on the date you renewed, not the original purchase date.

Do I need to tell you I've completed my Support and Upgrade Protection (SUP) renewal online?

You do not need to tell us that you have completed your Support and Upgrade Protection (SUP) renewal if you renewed online with the same email address as you used in your original purchase and if you renew using the link provided in the renewal notice.

If you renew online with a different email address than you used in your initial SUP purchase or if you renewed without using the provided SUP renewal link in the renewal notice, you may continue to receive renewal notices. To correct this, contact technical support and provide us with the old email address used for the initial SUP purchase and the new email address you used to renew your SUP.

How do I know if I'm eligible for a free upgrade?

If your Support and Upgrade Protection (SUP) coverage period is active at the time of a new version release for the software covered under your SUP, you are entitled to a free upgrade to the new version.

Why didn't I receive a free upgrade?

If you didn't receive a free upgrade, your software purchase may not be eligible for a free upgrade.

If your Support and Upgrade Protection (SUP) was active at the time of the new software version release and you did not receive your free upgrade(s), this may be due to changing your email address or your email provider may have blocked our email from delivering your new license key.

To receive your new license key(s), contact customer support and provide us with the order details on your last SUP purchase, including: email address, Reference #, software product name(s) and edition(s), etc.