Maintenance Plan Subscriptions
HYPACK's Software Maintenance Plan is a cost-effective and comprehensive program with unlimited e-mail and telephone technical support, software updates, patches, and many other benefits. Subscribing to our HYPACK Maintenance Plan ensures that your software is kept up-to-date and that you are benefiting from our continuous product development.
Our HYPACK Maintenance Plan specifics are available here.
The terms and conditions of the HYPACK End User License Agreement (“EULA”), are available here.
The HYPACK Software Maintenance Program provides:
- The newest versions of the HYPACK software automatically upon release at no charge
- Access to program updates, patches, and technical documentation on our support site
- Prompt, courteous, and knowledgeable technical support via telephone, email, or fax
- A reduced registration fee for our annual HYPACK Training Event
New Releases & Program Updates
Thanks to the amazing suggestions from our customers, we routinely add improvements to our software. New releases and updates are immediately made available to our Maintenance Plan subscribers on our website, for no additional cost. We release a new version of HYPACK® every January, and quarterly software updates are usually released in April, July, and October. You must have an active license to access and use these updates.
Notifications
Under our HYPACK Software Maintenance plan, registered users are notified immediately when updates and new releases are available. The only way to obtain technical support, updates, and new releases is to subscribe to our plan. To receive these support notifications, please register on our support site.
Signing Up
First time customers automatically receive twelve months of coverage from the date of purchase. In order to receive this service, first time customer must register their license.
After the first year, you will receive a letter and renewal card. You can return the renewal card to HYPACK or contact our sales group at mp@hypack.com to renew your subscription.
Renewal
If a customer does not immediately renew their Maintenance Plan subscription but decides to do so later, an upgrade cost to return to the plan will be added to the cost of the new Maintenance Plan subscription. This upgrade cost is equivalent to:
- Maintenance Subscription Price x Number of Unsubscribed Years (up to a maximum of 5 years)
By paying for the upgrade, users receive all updates and releases developed during the skipped period. Contact our sales group at mp@hypack.com for more information about upgrade costs
If you have any questions about our HYPACK Maintenance Plan subscription and benefits, or need to check your company’s Maintenance Plan status, please contact us via phone at 860-635-1500, or e-mail us at mp@hypack.com.
Replacement Dongles
HYPACK sells USB Hardlock dongles to replace broken or failing dongles at the following prices:
- $80 including shipping for customers under a valid Maintenance Plan
- $500 for customers with inactive Maintenance Plan
Note that lost dongles are not replaceable. Please contact sales@hypack.com to discuss options.
HYPACK Support Options
HYPACK revised its HYPACK Maintenance Plan Policy for HYPACK users within Distributor or Reseller territories. This ensures all our users receive technical assistance regardless of the group providing support.
The policy in effect today allows any client to OPT OUT of support from any Distributor or Reseller and obtain support directly from HYPACK or a technical representative endorsed by HYPACK. HYPACK has always referred all support to the local agent, which facilitates support issues that may arise from a language barrier or a time constraint. However, at any time during your service contract, you may opt out of the Distributor or Reseller's Maintenance Plan support policy. HYPACK will inform the agent that support is no longer required from their personnel.
Any client wishing to pursue support from HYPACK may arrange to renew their Maintenance Plan subscription through HYPACK. Maintenance Plan fees will be billed directly from HYPACK. In addition, upon the renewal of any Maintenance Plan contract, users can opt to have HYPACK directly provide support. Keep in mind that once support is contracted through HYPACK, the agent is under no obligation to provide any further support. HYPACK is located in Connecticut, USA, with business hours from 8 AM-5 PM EST Monday through Friday, which may prevent an immediate response from our office if support is required after hours. However, all e-mails are answered within 24 hours, and phone calls during office hours will be directed to our support group.
If you have any questions, please feel free to contact sales@hypack.com for Maintenance Plan fees, or help@hypack.com for technical questions.