Software Maintenance Service
The Software Maintenance Services (SMS) provides a cost-effective way to receive product updates and bug fixes, get technical support, add new products to your license, and manage licenses online. The first year of service is included with new product licenses. You can continue uninterrupted service in subsequent years by renewing your SMS subscription annually.
What happens after the first year?
After the first year, you have the option to renew your software license based on an annual subscription basis.
Can I subscribe to multi-years SMS plan? What are the benefits?
Yes. We do have Prepaid SMS plan, which allows new customers to subscribe to the plan for a maximum period of up to three (3) years. With this plan, you will be entitled to unlimited phone and email support beginning from the first year of purchase. Please check with your TechSource Systems Account Manager.
How does SMS work for me?
When you subscribe to SMS plan, you will enjoy the following benefits:
- Access to New Features
-
Increase your effectiveness and efficiency by using new product features delivered in general releases twice each year.
The MathWorks follows a twice-yearly general release schedule, with one release in the March timeframe and a second in the September timeframe (subject to changes). Each general release synchronizes the full MATLAB® and Simulink® product families, delivering new features and bug fixes for existing products and, when available, new products.
A twice-yearly release delivery model offers a number of benefits:
- Rapid response to your requests for specific features due to more frequent releases
- High quality and improved backward compatibility, resulting from incremental development of new features to reduce the risk of introducing incompatibilities, combined with faster delivery of bug fixes
- Easy and efficient upgrades, since the predictable schedule enables you to plan how and when to evaluate, test, and install new releases for yourself or your organization
- Direct Technical Support
- Resolve technical issues and get technical solutions through telephone, e-mail, and Web assistance provided by specialized support engineers.
- Online License Management
- View license details, manage user permissions, activate software, get passcodes for previous releases, and obtain order status.
- Ability to Add New Products
- Extend your computing environment by adding products to your license at any time. A TechSource Systems SMS subscription gives you access to the latest release to ensure compatibility with new versions of MathWorks products.
- Bug Fixes
- Receive bug fixes via twice-yearly general releases and periodic Web updates, as well as interim solutions from Technical Support.
Maintain Your Investment
Because MathWorks ensures compatibility among products in the same release, a subscription to SMS ensures that you have access to the latest release and can add products to your license. If your subscription lapses, you incur back SMS charges plus a reinstatement fee to receive the latest product versions. Staying subscribed is the most cost-effective way to get the latest advances and all the support you want.
If you intend to use your license for a long period of time, the most cost effective method is to stay current under a TechSource Systems SMS plan.
Benefits of Software Maintenance Service
| Benefits | First Year SMS Plan (Included) | SMS Plan (Under Subscription Fee) | No SMS Plan | |
|---|---|---|---|---|
| Technical Support | Email Support |
Yes (Max. 10 Email Cases) |
Yes, unlimited |
No (SGD $80 Per Case) |
| Phone Support* |
Yes (Max. 10 Phone Cases) |
Yes, unlimited |
No (SGD $120 Per Case) |
|
| Product Update | Add on new products | Yes | Yes | No |
| Download of patches and new releases | Yes | Yes | No |
Note: The prevailing currency exchange rate will apply for other South East Asia countries.
Frequently Asked Questions (FAQ)
Software Maintenance Service(SMS)
- Q1: Will MATLAB license ceased after the SMS expiry date? Will I still be able to use the software?
- The MATLAB license is perpetual and you will still be able to use the software. However, you will not be able to enjoy the benefits of technical support and product upgrades. Technical Support is a vital factor when you purchase the software and is required for long-term usage. Product enhancements and upgrades allow you to keep up with the technology improvements.
- Q2: Why do i need to pay for the transportation fees when we already paid for the SMS Plan?
- Subscription for the SMS Plan involves access to the expertise of our Technical Representatives. However, transportation and other administrative charges are not included in this subscription fee.
- Q3: How often are the upgrades or new product releases, is it every year?
- New product features are delivered in general releases twice each year.
- Q4: Am I able to get upgrades if I did not subscribe for the SMS plan?
- Once the maintenance for your license ends (expire), you are not entitled to the product support benefits, which include upgrades of the software.
- Q5: What happens if I intend to add on new products or increase the number of users to my license? Do I have to be subscribed to the SMS plan?
- Yes, you need to be subscribed to the SMS Plan. The SMS Plan allows you to add on new products (toolboxes/ blocksets) and increase the users to your license at anytime. However if you are not subscribed to the SMS Plan, the above services will not be possible, unless you reinstate your SMS. For a more cost effective way, we recommend you to stay subscribed to the SMS plan.
- Q6: Is there other schemes which I do not have to pay yearly?
- You have the option to subscribe for Multi-Years Maintenance (Prepaid Maintenance). This service entitles you to UNLIMITED Tech Phone and Email services from the 1st year of the SMS. Please check with your Account Manager for more information.
- Q7: Does your Technical Representative comes down and help us do installation of the software? Will there be charges involved?
- Installation process is documented as a step-by-step procedure in the package. It is not provided as a technical service under the plan. Installation request will be deemed as one support case if required. If our Technical Support Representative is required to go on-site to install, there will be transportation and man-hour charges.
- Q8: What do I need to do when I call for Technical Support?
- During your request for Technical support services, we would require a few items for verification purposes: i) MATLAB License Number ii) TechSource Systems SMS Certificate Number iii) details of your problems encountered.
- Q9: If my basic TechSource Systems SMS has lapsed but my toolboxes and blocksets are still under maintenance, will I be entitled to product upgrades?
- The software maintenance service is tagged on to MATLAB, if your SMS for MATLAB has ceased it applies to the entire license which includes all the toolboxes and blockets.
