SAPIEN Software Subscription FAQs

Beginning with our 2014 product versions, the maintenance on all SAPIEN Software is sold as a subscription. This raises many questions for you, our customers, about how our subscriptions operate and what the future looks like for your product. We will answer some of the most common questions here, but if you happen to have any additional questions that are not addressed below, feel free to send those via email directly to sales@sapien.com.

  • Why did you move to a subscription model? In the past we always released maintenance builds which not only included bug fixes, but also new features. The frequency of these released updates depended very much on the product, but we found that we always needed to hold some of the bigger new features back so that we had a sufficient number of improvements for a new version. With the subscription model, we can roll out new features whenever they are ready without having to worry about traditional release cycles. This gets the features that you want and need to you sooner.
  • Do I have to renew every year to keep using my software? No; licenses purchased are perpetual. Just to make this clear, the subscription is not for the license itself, but for receiving maintenance updates on the product. Just like with a magazine subscription, where you can still read the issues you have previously received but you will not receive new ones in the mail after your subscription to the magazine has expired.

    You purchase a license just as before, and you get a free one-year maintenance subscription with that purchase. With the free one-year maintenance subscription, you will be entitled to receive upgrades to all minor service builds and major product version releases for free. After that first year, you can choose to extend your subscription each year thereafter, or not. If you chose not to renew, your software will still work; You will be able to operate the product at the last service build that was released, prior to the expiration date, with no further maintenance.
  • What happens if I don't renew my subscription? You will no longer receive the minor service builds or free upgrades to major product versions as you did while under an active subscription. You can download and use the very last version and build that was released prior to the expiration of your subscription. You will not receive any further upgrades, but anything you purchased will be available to you.
  • How long after it has expired can I renew my subscription at the Discounted Renewal price point? We offer a discounted renewal period of no earlier than three months prior to the expiration date and no later than three months post expiration. With the discounted renewal option, the date of your expiration will not change; it will be extended through the same expiration date of the next year, so waiting a few weeks will not get you any extra time. Once you are past this renewal window, you will be required to reinstate and renew your subscription at the Reinstatement price point. Reinstatement is available for purchase for one year from the expiration of the discounted renewal window. If your subscription is more than 15 months expired, a new license will need to be purchased to return to maintenance.
  • What if my subscription expired more than three months ago and there was a service build or new product version released that I need to upgrade to? If your subscription expired more than three months ago, you can reinstate your subscription at our Reinstatement price point. Your subscription expiration will be refreshed and updated to reflect one full year of maintenance from the re-instatement date. Reinstatements are only offered to subscriptions who fall between 4 months and 15 months past expiration.
  • How much is the cost for renewal each year? That depends on the product being renewed, and the purchase date. Please contact sales@sapien.com for any specific pricing questions.
  • In the past I have always skipped one release and updated to the next. Can I still do that? Yes, of course. You can let your subscription expire and reinstate the maintenance whenever you think that it is warranted. The pricing model will however favor those staying with an active subscription, rather than letting it expire and reinstating it after the discounted renewal window is up. It is also worth noting that version numbers may not necessarily line up with new features. So a 2015 to 2016 version change may have very few features added, but the next 2016 build that is released could have a major update.
  • If maintenance is built in to the subscription, then what is Premium Support? Premium Support is our elevated technical support option. This comes at an additional cost per license, per year, and will give you access to our direct technical ticketing system, with a guaranteed response time of within 24 hours, and personalized attention until the issue has been resolved. Premium Support is only available to users under active maintenance. Therefore, if your subscription is expired, you will not be able to renew or add Premium Support without re-instating maintenance.
  • I am operating a 2014 (or older) version of the product. How do I upgrade to the latest version? If your 2014 subscription expired less than 15 months ago, you qualify for Reinstatement of your subscription. All other discounted upgrade paths for product versions 2014 and earlier have expired. A new license will need to be purchased to be up to date with our latest software. For additional questions or concerns regarding this, please contact sales@sapien.com directly.