Support and upgrades

During the first year after program purchase, free upgrades guarantee is valid, until March 31 of the next year. When warranty period expires, the user can extend the warranty for free upgrades to the next year by purchasing the annual program updates license.

Regular maintenance is not obligatory and can be arranged if the program version is not older than 4 years.

Any questions regarding the program, requests for changes, bug reports and maintenance session orders shall be requested by e-mail to the following address: This email address is being protected from spambots. You need JavaScript enabled to view it..

If the answer to your question requires maintenance session or changes in program code and you do not have a contract for regular maintenance, we will send you a quote for a one-time maintenance.

Program updates

During the first year after program purchase, free upgrades guarantee is valid, until March 31 of the next year. After that you can buy a license right to upgrade the program for next year.

The warranty for free updates during the first year of application of the program, as well as program updated license for next year does not include execution of program updates service but only the right to upgrade that can be executed automatically or manually via Internet. If the user wants that program update is carried out through an remote desktop connection or at the user site then the prices and conditions of regular or one-time maintenance are applied.

Price for program updates license is 1% of the total value of the program at the current price list with the minimum amount of 3,50 € + VAT per month, or 40,00 € + VAT per year.

Licensing rights for program updates can be arranged only if the user has the latest version of the program:

Regular maintenance

Computers, operating systems, databases, as well as all programs installed on the computer need regular maintenance same as vehicles or other machines.

• An average passenger car works in a day for 2 hours, and requires service at an average of every six months.
• An average business computer works in a day for 9 hours, which means that it requires regular service every month for optimal performance.

Basic maintenance of the program consists of maintaining the database in the form of storing and verifying data backup integrity, program updates, changes to the print layout, changes of incorrectly entered data (for example, batch changing the properties of alarm events in alarm protocols), training and counseling user about the use of the program.

Other regular maintenance tasks include other maintenance of computers, printers, operating system, alarm receivers and other similar devices that can affect the proper operation of the program.

Regular maintenance does not include arrival at the user office location, changes in of the program code according to user requirements, maintenance of computers and operating systems, printers, alarm receivers and other devices and programs unless they are supplied and installed by our company.

Regular maintenance is done via e-mail, phone, phone, remote access via the Internet, direct access to the computer in our office or direct access to your office.

The lowest price for regular monthly maintenance is 40 € + VAT and includes one hour of regular maintenance withing working hours for the current month. If you wish to arrange more hours of regular maintenance then the price of subsequent contracted hours maintenance is 10% lower.  At special request an monthly support contract can be arranged for users that needs 24/365 maintenance plan.

When contracted monthly maintenance hours are exhausted, then the next month bill is increases for supernumerary hours at a cost of 40 € + VAT. Unused hours of maintenance are transferred to the next month, with the proviso that it can not be transferred more than the agreed number of hours.

Elapsed maintenance time is calculated based on 30 minutes of work. Maintenance is charged even if the answer is disadvantageous to the user or if it is not possible to make the required data correction but maintenance time was used for problem investigation (second oppinion rule applies here).

Regular maintenance is carried out within the business hours from Monday to Friday between 08:00 and 16:00 CET. If necessary, the user can enter into a separate agreement on regular maintenance outside business hours.

One-time maintenance

All maintenance tasks unless you have agreed to carry out regular maintenance we are performing after maintenance offer payment confirmation. Price per hour of work for one-time maintenance is 40 € + VAT.

Elapsed maintenance time is calculated based on 30 minutes of work. Maintenance is charged even if the answer is disadvantageous to the user or if it is not possible to make the required data correction but maintenance time was used for problem investigation (second oppinion rule applies here).

Travel expenses

Travel expenses for coming to user office location if distance is within 1.000 km are calculated according to the following mathematical expression:

Travel expenses = (X * 1,10 + 40 * Y) € + VAT.

For distances greater than 1.000 km, travel expenses are calculated according to the following mathematical expression:

Travel expenses = (Z * 1,10 + I + (J + 40) * Y + K) € + VAT.

All questions that are not answered on this pages, you can ask us by This email address is being protected from spambots. You need JavaScript enabled to view it. or contact form.