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What does Maintenance include

We have had a number of questions recently about what is and is not included in maintenance. I wanted to clarify this below.

Software maintenance on eOne modules (SmartConnect, Extender Enterprise and SmartView) are paid annually at 17.5% of the current retail software price. So if you purchase SmartView for $1,500 your annual maintenance costs will be $262 which is shared between eOne and Resellers. This provides the following services:

1. Access to our knowledge base:
2. All software service packs – a service pack is a minor update. Like from 10.0 to 10.0 service pack 1
3. All Software upgrades – an update is a major update. Like from GP 9 to GP 10, or GP 10 to GP2010
4. All Software hot fixes – a hot fix is a bug fix that is deemed urgent and cannot wait for a quarterly service pack.

There are no direct support hours included in the maintenance fee for end user customers. Most reseller companies include a phone support component within their general GP support programs and we rely on our resellers to provide support directly to their customers. As you can see from the SmartView example above eOne receives a portion of the $262 per customer to ensure we maintain and upgrade our products for all our customers. There is no room in this for us to take direct and free support calls for each of our customers.

If you choose to engage directly with eOne you are certainly able to do so through the purchase of direct support packs and consulting packs. All our services are sold on a per hour basis and you are able to purchase blocks of 4, 8, 12 and 16 hours. Once you have purchased services you are able to use these for a mixture of support, consulting, design or development purposes. The eOne support and consulting team are based in Fargo ND. When is comes to all eOne products there is no one that knows more about the products and how to get the most out of them than the eOne Services team.

If you would like to engage directly with our consulting/Support teams please contact us at

1 Comment

  1. Fawad Tariq on November 13, 2012 at 4:10 am

    Maintenance pricing is a percentage of the SRP of the product for which maintenance is being purchased for the first twelve months typically around 20.Maintenance ProgramsMaintenance will always be quoted as a percentage of SRP rather than of netor purchase price. Purchasing twenty-four months of maintenance and support is a better option

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