2002 Operations Summary

Maintenance Contracts

Under DownStream's maintenance contract, DownStream agrees to provide the following:

-Periodic bug fixes

-Periodic software enhancements

-Telephone technical assistance

-Repair or replacement of defective media

Lapsed Maintenance

  • Support for customers that have allowed their maintenance to expire without renewing should be charged at 30% of the product list price, regardless of how long the support has been lapsed. DownStream allows a two-month grace period after the expiration date before the 30% goes into effect.
  • If using the two-month grace period, the support expiration date should be backdated to the original expiration date (for example, if the support expired January 1, 2001, and the order is received by March 1, 2001, support should be charged at 15%, but the support contract runs from January 1, 2001-January 1, 2001.)
  • If support is purchased after the 2-month grace period is up, the customer should be charged 30% (or two times the standard maintenance). The support date starts the day of the order (if the support expired January 1, 2001, and the order is received May 1st, the support contract runs from May 1, 2002-May 1, 2003).

Upgrades from old configurations

  • For customers who have older configurations of software, such as ECAMII, PCGerberII, and CAM350, maintenance should be charged based on the current list price of the product the older system is being mapped to. For example, an ECAMII customer would migrate to a CAM350-100 + Panel Editor + Macro Debugger. The customer should pay 2 times the current list maintenance price on each module.
  • Customers on versions before Version 6.0 are not eligible to upgrade. Please contact DownStream for available discount options.
  • DownStream requires that customers renew support for all product modules licensed. In cases where the customer is adamant about not renewing support on specific module (e.g., Panel Editor), that module can be removed from the system. However, the customer must re-purchase the module if needed in the future. In order for this request to be fulfilled, the customer must sign the “Agreement to Remove a Module” form included on Salesnet, under Policies and Forms.
  • Customers cannot drop modules that are part of a bundle.
  • DownStream requires that customers renew support for ALL systems that make up a network license. In cases where the customer is adamant about not renewing support on a system(s), that system(s) can be removed from the network license. However, the customer must re-purchase the system(s) if needed in the future. In order for this request to be fulfilled, the customer must sign the “Agreement to Remove a Module” form included on Salesnet, under Policies and Forms.
  • Pro-rated maintenance contracts are accepted for multiple system installations to ensure a common end date for all maintenance contracts for specific customer.
  • There is no product warranty included with purchases of upgrades to higher-level product or with purchases of product modules.
  • If a customer under a current maintenance contract purchases a product module or purchases an upgrade to a higher-level product, the module or upgrade will be covered under the customer’s current maintenance policy if the contract term is near the end of its term. Otherwise, support on the module should be prorated. If a customer’s contract start date is recent, support should be prorated. DownStream has the right to decide what a reasonable period is, and will reject orders and instead request pro-rating.
  • Please be sure to note the correct support and warranty end dates on your DownStream order form.