Software Maintenance Agreement (SMA)

The financial cost of unplanned downtime can be expensive and lead to additional costs to your business, such as delayed deliveries, lost sales opportunities, and even lost customers. We understand it’s essential to maximise productivity, which is why we offer a software maintenance service. This service includes:

•  Hexagon Advantage, specifically designed with your success in mind.
• Hexagon Advantage provides complete peace of mind.

Benefits include:

• Support if a PC or Server needs to be changed.
• Latest Features and Enhancements.
• Email, Web or Telephone contact to our technical support desk for help on usage which may be critical if a key employee leaves your employment.
• Support on developing new post processors for new machines purchased.
• Discounted training.
• Software Updates to the latest versions:
• that supports future operating systems or PCs and ensures compatibility.
• which will be needed to load the latest CAD file formats and ensures compatibility; and
• which may be needed for new enhancements or fixes.
• Service pack releases.

Please note:  if you do not renew your Annual Maintenance and then decide to go back on Annual Maintenance at a later stage, Back Charges will apply (Back Charges start calculating 3 months from expiry of Maintenance contract). Customers not on Maintenace are Best Effort support only, upgrades, installations and License changes are not supported. Minimum 1hour for support applies + 20% Markup.

Technical Support

The Customer Support Portal
A highly efficient tool for contacting our experienced and knowledgeable Technical Support Team. It shows the status of current and previous cases and access to a comprehensive knowledge base.

eSupport
Enables our Technical Support Team to view detailed information via email relating to your queries, for a rapid and accurate response.

Telephone Support
Provides direct telephone contact to the Technical Support Team, for resolution of more involved issues.

Web Rescue
A direct PC to PC service allowing our Technical Support Team to resolve your issues.

Expert on Site
Where required, we can send a SNC Solutions Support Engineer to your site, ensuring a speedy resolution to your issue.

Product Development

Software Updates
Receive annual software updates giving you the latest functionality and ensuring maximum productivity and efficiency.

Bug fixes
Through the Customer Support Portal, you will be able to log and monitor any software bug and receive hot fixes.

Enhancement Requests
Provide your valuable input into the modification and enhancement of existing product features and see them delivered through your software updates.

Additional Benefits of Radan Advantage

Licence Protection
Ensures replacement of your Dongle or Software Licence in the event of theft, accidental damage or fire.