Support & Maintenance Overview
A plain-language overview of UCAN Studio Maintenance & Support (M&S) for procurement and IT review. The binding terms are in Schedule 3 of the Master EULA.
What is covered
| Included | |
|---|---|
| Software updates | All patch, minor and major releases during the M&S period |
| Support channel | Email / support portal, business days |
| Severity 1 (production blocked) | Response within 1 business day |
| Severity 2 (impaired) | Response within 2 business days |
| Severity 3 (questions) | Response within 5 business days |
| License administration | Rehosts (2 per license per year), license-server assistance |
| Hardware/driver updates | New device support released during the period |
How M&S attaches to licenses
- Subscriptions include M&S — nothing extra to buy or renew separately.
- Perpetual licenses carry mandatory first-year M&S; thereafter it renews annually and may be dropped. A lapsed M&S never stops a perpetual license from working — you keep the last version released during your covered period, indefinitely.
- All M&S lines co-terminate on one anniversary date for simple renewals.
Version and continuity policy
- The current and previous major releases are supported (security fixes for the older one).
- Projects, traces, test suites and reports are plain files on your systems — no cloud dependency, no vendor-side data. Expiry of a subscription never locks your data.
Not included
On-site services, training, custom development and OEM-specific test-suite development are engineering services under a separate statement of work — contact us for scoping.
Version 1.0 · 2026-07-09
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