How upgrades work and what support options are available.
What is a License?
All FireDaemon software is licensed. We offer four license types: Perpetual End User, Perpetual OEM, MSP and Free. A FireDaemon Perpetual software license means you have the right to continue to use the specific major version of the software you purchased indefinitely (e.g. FireDaemon Pro 4). This is even if your Software Assurance subscription has expired. Your software will not time out or cease working. Your license key will continue to work even if you have to reinstall the software. MSP licenses are only valid while you continue to pay your monthly Software Assurance subscription. Our End User License Agreement details the specifics of each licensing scheme.
What FireDaemon software products require a license key?
All Perpetual End User and MSP software products require a license key to be applied to ensure the software continues to function after the 30-day trial elapses. FireDaemon OEM software products do not require a license key.
What FireDaemon software product version will my license key work with?
Your FireDaemon software product license key will only work with the major version you purchased. For example, if you purchased FireDaemon Pro 3.7, your license key will work with all versions of FireDaemon Pro from 3.0 through 3.15. Your license key will NOT WORK with any newer or any older version of FireDaemon Pro (e.g. FireDaemon Pro 1 or FireDaemon Pro 4).
What is a major software version update?
When we release a brand new version of a FireDaemon software product then this is considered a major version update. FireDaemon Pro 4 is considered a major version. A major version update would be when you wanted to upgrade from any version of FireDaemon Pro 3 to any version of FireDaemon Pro 4.
What is a minor software version update?
When we release patches or incremental feature updates to a FireDaemon software product then this is considered a minor version update. Upgrading from FireDaemon Pro 4.0.72 to FireDaemon Pro 4.5.28 or FireDaemon Pro 4.5.27 to 4.5.28 is considered a minor version update.
What is Software Assurance and Priority Technical Support?
Software Assurance allows you to upgrade to the latest major version of your corresponding FireDaemon software product at no charge (i.e. FireDaemon Pro 3 to FireDaemon Pro 4). Priority Technical Support gives you expedited support plus additional support options in addition to ticketed email support based on your need (e.g. remote hands, phone, chat, video conference).
Can I upgrade?
All FireDaemon software products can be upgraded. If you have a Perpetual End User license then minor version updates are free. Otherwise major and minor version updates will either be free or paid for depending on your license type and whether you have an active Software Assurance subscription.
How do I find out whether I have an active Software Assurance subscription?
Please see this companion article that shows you how to lookup your FireDaemon order history.
Yay! I have an active Software Assurance subscription :)
You are entitled to be upgraded to the latest major version of your corresponding FireDaemon software product at no charge. Your most recent Cleverbridge Order Confirmation will contain details of your Software Assurance subscription and when it will expire. When your maintenance subscription renews you will be automatically supplied with a new license key that can be used with the latest version of your corresponding FireDaemon software product. If you wish to upgrade to the latest version mid-subscription cycle, simply submit a ticket and advise us of your Cleverbridge Order Reference Number. We will then supply you with upgrade license keys.
Boo! I don't have a Software Assurance subscription or it has expired :(
We can upgrade you to the latest version of your corresponding FireDaemon product at a 50% discount. This excludes Subscription (MSP) and Integrator (OEM) products. To apply for the discount please submit a ticket, include details of your existing license (Product Name, Version, Order Reference Number, Serial Number Name, Serial Number) and we will send you a 50% discount coupon and buy link to upgrade you to the latest version. At that time you will also be able to purchase a Software Assurance subscription which includes complimentary access to all major version upgrades for 12 months from the date of purchase.
Software Assurance and Priority Technical Support for OEM Customers
All FireDaemon OEM products ship with 12-months of Software Assurance and Priority Technical Support by default. This means you are entitled to receive major and minor version upgrades for 12-months from the date of purchase. To continue receiving software updates to your FireDaemon OEM product, you must maintain a Software Assurance and Priority Technical Support subscription. If your FireDaemon OEM product subscription lapses then you will no longer be eligible for any major or minor version upgrades. For clarity:
- Minor version upgrades are classified as .10, .11, .12 and so forth.
- Major version upgrades are classified as 4.0, 5.0 and so forth.
- If your subscription to an OEM product has lapsed within 12-months you will need to renew your existing subscription. The price of the maintenance renewal is equivalent to one year's annual maintenance of the product in question and is backdated to the date of your original renewal date.
- If the subscription has lapsed for over 12-months and less than 24-months, then you will need to purchase a new annual subscription. The price of the subscription renewal is equivalent to two year's annual maintenance and is valid for 12-months from the date of purchase.
- If the subscription has lapsed for over 24-months, then the OEM product will need to be purchased again.
Please submit a ticket and advise us on what OEM subscription you need to renew.
Software Assurance and Priority Technical Support for MSP Customers
FireDaemon MSP products are monthly subscription-only products and include Software Assurance and Priority Technical Support subscriptions by default. Once the subscription expires your right to use any version of the FireDaemon software product ceases. To continue to use the FireDaemon software product you will need to renew your monthly subscription. Please submit a ticket and advise us on what MSP subscription you need to purchase and / or renew.