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Maintenance & Support Policies

Technical Support

ACD/Labs Technical Support is available for customers with a valid maintenance plan. Support is only provided for the two most recent major versions (currently 2019 and 2020). Users under a multiyear maintenance contract are responsible for upgrading to one of the two most recent major versions to receive support.

Updates & Upgrades

Enhancements will be developed for the current major version only (2020). Updates (for the current major version) and upgrades (to the most recent major version) are provided at no additional cost to customers with valid maintenance for their ACD/Labs software.

Updates are provided to valid maintenance contract holders only. They are available (twice a year) via the ACD/Labs Web Updater, which can be found in the ACD/Labs installation folder. Only upon request, Update DVDs can be provided periodically to customers under a maintenance contract. These DVDs contain the cumulative updates for the latest major version. This method is preferable when the user has a strict firewall or other limitations that would prevent them from using Web Updater.

Upgrades are usually sent via email. These emails contain a link from which users can download the ACD/Labs installer. The installer files should be saved to the user's computer, as the download link will expire. To upgrade your software, it is recommended that any older versions of the executables be fully uninstalled and deleted prior to running the installer and installing the latest version.

Maintenance Plan

ACD/Labs' maintenance delivers product enhancements, bug fixes, software upgrades, and access to our knowledgeable technical support specialists for the term of the plan (usually valid for one year from date of purchase, and renewable annually). The specific terms of the maintenance agreement can be found here. Maintenance plan holders are entitled to:

Maintenance plans and updates can be purchased at any time. Maintenance plans for customized software are available under specific circumstances. Please contact your ACD/Labs account manager or distributor, or e-mail for more information.