Subscriptions

What do subscriptions include?

Our subscription plans include:

  • The ability to use the program while the subscription is active.
  • Access to all minor and major upgrades for your product.
  • Web update to easily download up-to-the-minute updates. Updates are released on a regular basis, or immediately when the need arises.
  • Access to technical email or fax support from our software development team of structural engineers. Send all inquiries to support@retainpro.com or fax to 949-645-3881. Always include your "KW" registration number.
  • When a problem is too difficult to describe or totally unknown we will request a GoToMeeting session so that we can diagnose the issue with you directly on your computer.

Do subscription-based products require a MSP?

No, ALL support and upgrades are included in your subscription. Subscriptions are simple and include everything you need for one low price. No MSP is required for subscription-based products.

Renewing your Subscription

What happens if I do not renew my Subscription?

When your subscription expires, your use of the software ends. Subscriptions provide a fixed-cost, dependable, easy-to-budget solution. They're an all-inclusive investment that provides the most up-to-date tools at our best possible price.

How do subscription renewals work?

Monthly subscriptions automatically renew unless you cancel them. For annual subscriptions, you will automatically be notified via email in the weeks prior to your subscription's expiration date. For this reason, it's critical that we always have your best email address.

How do I renew on a weekend / holiday / when your office is closed?

You can renew via our website 24x7x365. You will automatically receive login information, PCC codes (as needed) and a receipt for any renewal you process via our website. If you are experiencing any difficulty with the online renewal, our staff will be more than happy to help you during normal business hours.

How can we renew our plan?

Please click here and enter your License Number and Password to access your subscription renewal page.

Do I have to wait until the expiration date before I can renew my subscription?

No. You may renew your subscription at any time during the 6 months prior to the current expiration date.

What if I want to renew my annual subscription before it has expired?

Simply login to your renewal page and renew. All of our reminder emails contain a link that will take you there with 1 click.

What if I want to renew my monthly subscription after it has expired?

If you let your subscription expire, you will be required to purchase another 3 month initial subscription. After the initial 3 month term, your subscription will automatically go month-to-month, as it did during your previous subscription.

Our automated web based renewal system can be used to both renew subscriptions, add/reduce seats and more. CLICK HERE to renew. Immediately after renewal you will receive via email a new Product Control Code which will reactivate the plan and allow you to receive the latest updated version.

What if I do not renew my subscription?

Your ability to use the software ends when your subscription expires.

Subscription Notifications

How will I be notified of my subscription's upcoming expiration?

The software will notify you well ahead of your subscription's expiration, giving you plenty of time to renew.

Will I receive any other notifications?

Yes! Our systems automatically email to remind you in the weeks and days prior to subscription expiration. All of these reminder emails provide a convenient link directly to your license renewal web page.

Will I receive reminders AFTER my subscription expires?

Yes! While we will not nag you incessantly, our systems are designed to make a reasonable attempt to determine if you wish to renew. You will receive 2 or 3 additional email notifications at reasonable intervals in the weeks and months after your subscription expires. All of these reminder emails provide a convenient link directly to your license renewal web page. These reminder emails also contain an unsubscribe link in case you'd prefer to stop being reminded. You can also email support@retainpro.com to request that that we not send you subscription expiration notifications.

I receive a LOT of email and sometimes miss notices like this. Is there any other way I will be notified of a subscription expiration?

Yes! The RetainPro program will remind you in the weeks prior to subscription expiration.

 

Maintenance & Support Plan  

Our Maintenance and Support Plan (MSP) ensures that you will always have the latest version of the software. You will receive every new release, version, feature, enhancement and improvement for your licensed software, ensuring you're always using the most current technology.

You will also have access to our technical support personnel and support ticket system.

This provides a budget-conscious way to ensure you're always using the most current technology. This is the easiest and most economical way for you and your company to keep your software investment current with all of the enhancements we are creating on a continual basis.

When you purchase a new RetainPro software license (or upgrade from a prior version) you receive one year of MSP. Thereafter it can be renewed for several term lengths (usually 12 months).

Why is a Maintenance & Support Plan a good value ?

Maintenance is "upgrade insurance" to be sure that you have the up-to-the-minute software. The Maintenance & Support Plan includes:

  • Access to all minor and major upgrades for your product free of charge.
  • Web update to easily download up-to-the-minute updates. Updates are released on a regular basis, or immediately when the need arises.
  • Access to technical email or fax support from our software development team of structural engineers. Send all inquiries to support@retainpro.com or fax to 949-721-4098. Always include your "KW" registration number.
  • Whenever an issue requires telephone support we will give you a call after your initial question is submitted.
  • When a problem is too difficult to describe or totally unknown we will use a GoToMeeting session so that we can diagnose the issue with you directly on your computer.

How can we renew our Maintenance & Support Plan?

Please click this link and proceed to the bottom of the page under "Existing Users".

What is the Maintenance & Support Plan term?

The initial term after a new or upgrade purchase 12 months. When renewing you have the option of renewal for several "terms" (usually 12 months) starting at the expiration month of your current plan.

Will the software stop working after the Maintenance & Support Plan expires?

No! Your software will continue to operate normally. Access to upgrades and technical support ends. You can reinstall your software to the version you were last entitled to use as of your MSP expiration, if you have saved the appropriate full installation program. RetainPro does not archive past installers, and will be unable to assist with reinstalling previous builds.

What happens when I renew my Maintenance & Support Plan?

When you renew your Maintenance & Support Plan, you will receive a new Product Control Code (PCC) containing a new Maintenance & Support Plan expiration date. Entering the PCC into your software will allow you to use the latest software enhancements for the rest of the MSP term.

The renewal process is entirely automated through our web site. There is even a link in your software's main menu to access your specific renewal order web page.

Do I have to wait until the expiration date before I can renew?

No. You may renew your Maintenance and Support Plan subscription at any time during the 6 months prior to the current expiration date.

What if I want to renew my Maintenance & Support Plan after it has expired?

If you let your Maintenance & Support Plan expire you can renew it within the month following expiration with no upgrade costs. If more than one month has passed you will need to upgrade your older release software to the current release at a low per-month upgrade price. The total cost will be the upgrade cost plus MSP renewal cost.

Our automated web based renewal system can be used to both renew Maintenance & Support Plan and order an upgrade (if needed). CLICK HERE. Immediately after renewal you will receive via email a new Product Control Code which will reactivate the plan and allow you to receive the latest updated version.

What if I do not renew my Maintenance & Support Plan?

Your software continues to operate with no changes! You no longer receive enhancements or technical support. However we will still assist with installation of the last software version you were eligible for when your plan was active (not expired) for 12 months following expiration.