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User Support
Maintenance Service Content, Update Procedure, etc.
This page contains information regarding the maintenance contract/service content and maintenance contract renewal procedure after purchasing the product.
Types of Maintenance Contracts
One year contract (basic)
A maintenance contract is required for one year from the time of purchase of the purchase type (permanent license) product. A maintenance contract is required for the first year as well. Maintenance costs for the first year will be incurred separately from the product price. From the next year onward, it will be necessary to perform the renewal procedure every year.
One year automatic renewal contract (optional)
For the above purchase type (permanent license) products, the contract for the next fiscal year and thereafter will be automatically renewed. If there is no cancellation procedure by the maintenance contract expiration date, the one-year contract will be automatically renewed. This type can be taken at the request of the customer.
Site contract (based on individual contract details)
This is the maintenance contract type when a product license agreement is concluded with a site license. The maintenance contract details will be decided when the site license contract is settled. This contract type can be taken depending on the number of installed licenses.
Time-based license (TBL)
The time-based license, which defines the usage period in units of one year, includes a maintenance contract for the usage period. The maintenance contract will be renewed at the same time as the license contract is renewed.
Maintenance Services
The following services are provided to customers who have a maintenance contract.
Note: If the maintenance contract is expired or if you do not have a maintenance contract, we will not provide any services.
・Software update Service (The latest version is always available free of charge during
the maintenance contract period.)
・Q&A Service（user support request form）
・MPU exchange Service (For Software that includes an MPU core simulator, the MPU type can be exchanged
to an MPU supported by GAIO.)
・License server virtual machine support
Maintained Products
Maintenance contracts are available for the following products. ・CoverageMaster winAMS
・CasePlayer2
・SharedVariableChecker2
・PROMPT
・Safilia
・SecuLia
・QTE
Renewal Procedures (for renewing a maintenance contract that has been in effect since purchase)
You are required to complete the renewal procedure by the renewal month of your contract.
The procedure flow is as follows:
[Gaio] We will send you an e-mail notification 3 months prior to the renewal month.
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[Customer]Please contact us by e-mail to confirm or deny the renewal.
(If you do not receive a reply, we will contact you by telephone to confirm your renewal.)
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[Gaio]We (the distributor) will issue a quotation.
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[Customer]The customer places an order. (Order forms and other documents can be omitted.)
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[Gaio] We will send you a set of maintenance service documents and an invoice.
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[Customer] Payment is due by the end of the following month.
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Maintenance Contract Renewal Complete
Re-subscription Procedures (When you have suspended your maintenance contract and wish to re-subscribe)
This is the procedure for resuming interrupted maintenance.Note:When resuming maintenance, maintenance fees will be charged retroactively to the period during which maintenance was suspended.
・Maintenance resumption fee: retroactive fee
(maintenance fee for uninterrupted maintenance period x 1.5 times) + annual maintenance fee (1 year)
・The maintenance fee is based on the maintenance price at the time maintenance is resumed.
Example: If maintenance resumes on April 1
(1) Retroactive cost: From the day after the maintenance expiration date to March 31, XXXX
(maintenance cost at the time of resumption x 1.5)
(2) Annual maintenance: 1 year from April 1, XXXX
The procedural flow is as follows:
[Customer]Please contact info@gaio.co.jp.
Please inform us of your site ID and the date you wish to resume maintenance.
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[Gaio]We (the distributor) will issue a quotation.
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[Customer]The customer places an order. (Order forms and other documents can be omitted.)
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[Gaio] We will send you a set of maintenance service documents and an invoice.
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[Customer] Payment is due by the end of the following month.
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Maintenance contract re-subscription completed