Frequently Asked Questions (FAQ)
How do I transfer a license to a new computer?
Transferring a license to a new computer:
To transfer a license to a new computer, the existing serial number must be reactivated on the new computer. You can retrieve the serial number from the old computer by accessing the license manager.
For more information, please refer here ⇒ h+e Software Licensing Guide-de-R02
How do I get a 30-day license?
Requesting a 30-day license
To obtain a 30-day trial license, no purchase is required. The software can be downloaded and installed from our website. After installation, the license manager will start automatically and offer the option to request a 30-day license.
For more information, please refer here ⇒ h+e Software Licensing Guide-de-R02
What does the maintenance contract for the purchased license include?
The following services are included in the maintenance contract:
- Free updates and upgrades during the maintenance period.
- 1 hour of phone support.
- Access to the website for downloads and documentation.
Why does the maintenance contract only include one hour of support?
Support for upgrades.
The one-hour phone support includes assistance with the installation of upgrades. Based on experience, one hour is usually sufficient.
How can I rejoin the contract after the maintenance period ends to receive upgrades?
Extension & Rejoining the contract
If the contract is extended before it expires, an annual fee of 12% of the license's list price will apply. If the contract is not extended immediately, you will need to purchase the coverage for the period that was not covered.
Case example
The maintenance contract for one of our software licenses was purchased on February 1, 2021, and was valid until January 31, 2022. The customer did not renew the contract. On June 5, 2023, the customer wishes to upgrade their license. In this case, the customer must pay 12% of the list price for the year 2022, as well as an additional 12% for the current year 2023, in order to receive the services outlined in the contract. The total cost amounts to 24% of the list price of the purchased license. This allows the customer to upgrade to the current software version, and the maintenance contract will then continue until January 31, 2024.
The contract start date is based on the software purchase date.
Notes:
- For the calculation of re-entry costs, the current list price is used.
- If the license purchase was made more than three years ago, a flat upgrade fee for 36 months will be charged.
