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What is the status of my maintenance contract?

To check the status of your Software Maintenance Agreement you can login to your account on our portal. Here you'll find all the products you purchased and when the Software Maintenance Agreement (SMA) is due for renewing. You can click on this link to go to the Portal.

How do I renew?

To renew your Software Maintenance Agreement (SMA) you can contact your IT Partner who sold you your license. They will assist you with your renewal.

To renew your SMA, log in to the Portal, click on "My products", click the blue "Renew Support/Upgrades" button of the applicable license and select 1-, 2-, 3-, 4- or 5-year renewal. Check if the billing section contains the right information. Select the payment option and you are all set.

Please note that if you choose "Purchase Order" you can only pay via cheque or Wire Transfer.

International Wire Transfer fees may apply.

Can I align end dates for different SMAs?

Yes, an alignment of expire dates is possible. Contact us providing your name and e-mail address and we'll get in touch with you to discuss the possibilities.

Can I purchase a maintenance contract for a duration that is longer than one year?

Yes, we offer 1-, 2-, 3-, 4- or 5-year Software Maintenance Agreements. From year 2 onwards, you will have the option to renew - click here for pricing. If you choose to renew for 2 years you benefit from 5% discount on the price for 1 year; if you choose to renew for 3 years, you benefit from 10% discount on the 1 year price; and if you choose to renew for 4 years you benefit from 15% discount on the 1 year price. You can ask our Renewals Team for a quote.

Do I pay a one-time price? Does the price include support?

You can choose how to purchase VM Backup (formerly Altaro VM Backup). You can opt to buy a perpetual license (with a renewable Software Maintenance Agreement) or as an annual subscription. A perpetual license of VM Backup is a one-time purchase which includes 1 year of Software Maintenance Agreement (SMA), which entitles you to receiving premium Support and upgrades. You can purchase additional SMA Renewals as part of your New Licence purchase and benefit from an advantageous rate. You can also choose to renew later. You can renew your SMA for 2, 3, 4 or 5 years at one go – see above for details.

(If you choose to subscribe, your subscription will be to the Unlimited Plus Edition of VM Backup. When you subscribe, you pay per VM and you can freely move VMs across hosts with no restraints. The price includes backup and recovery services, priority 24/7 support and the latest functionality and patch fixes for the duration of your subscription.)

Are any add-ons (e.g. Offsite Server, remote/central management tools) licensed separately?

No. Add-ons do not require a license as long as the host is assigned a Standard or Unlimited Edition license.

Do I need to re-install if I want to upgrade from the Free Edition?

No, you can simply replace your Free Edition key with the new purchased license key and all the product's features will be available to you right away.