Support Contract Policies

Last updated: May, 2022

SUPPORT CONTRACT DEFINITION: a Source Elements contract provides initial support for each one of the product licenses or subscriptions that you own. Each license requires a support payment, either quarterly or yearly. That is to say, if you own multiple licenses, you will need to have one support contract per application license.

The following products include initial support after the purchase.

With your purchase of a Source-Connect Standard License ($650), you receive 6 months of software updates for the current major version (and standard support by telephone and email).
With any Source-Connect Pro License ($1495) or Source-Connect Pro X License ($2490) purchase you receive 1 full year of software updates and standard support.

Monthly Source-Connect and Source-Live subscription licenses include an initial support contract automatically each month when they renew.

Aside from the cases mentioned above, you can buy initial support and advanced support calls that do not require a license deposit to become active. Quarterly and yearly contracts are meant for non-subscription licenses only.

For example, you can purchase a support contract after the 6-month support included with a non-subscription purchase of Source-Connect Standard.

Support Level Tiers

We offer three different support level tiers:

Initial support
Advanced support
Coaching/Tutoring

There are also self-directed online courses, workshops, and yearly system checks. You can find more information about those at the end of this article in the “Related Links” section at the bottom of this article.

What kind of help do you need?

Support FAQ

SUPPORT CONTRACT COSTS: You can find the costs of a quarterly or 1 year support contract on our Store. Recurring billing is only available for quarterly support and can be canceled at any time. For more information about support costs, visit the Support section of the Source Elements store.

USING THE SOURCE ELEMENTS SOFTWARE WITHOUT A CONTRACT: You can absolutely use our products without a support contract. Your right to use your software licenses will never expire (unless it is a subscription license)and you will also retain at least the functionality that exists with your current version. You will still be able to access support by email. Additionally, you'll always have access to our automated testing services such as the online 'echo' service and the PortChecker.

MACHINE ACTIVATION RESETS: Machine activation resets are necessary when you have activated your license on a computer or iLok, and you can no longer access that computer or it has become inaccessible. If you have a subscription, you can reset it with no charge. For non-subscription licenses, there is a $40 replacement fee. For more information on iLok and iLok authorizations, please visit this help article.

SOFTWARE UPGRADES AND MAINTENANCE: all ongoing support contracts receive free same-version upgrades (e.g., Source-Connect 3.7 to 3.9, 3.8 to 3.9, etc.). However, this requires that you have a continuous support contract since the purchase of your original software license. If your support contract lapses for any period of time, you will need to pay the outstanding support fees or purchase the upgrade, whichever is less.

SUPPORT CONTRACT EXPIRATION: We will notify you by email one month prior to expiration of your support contract. You will be given the opportunity to extend your support contract on an ongoing monthly basis or pre-pay for a period of months or years. Once your contract expires, you will notice that you are no longer able to establish a connection with our support team with Source-Connect, and for technical support, you will need to contact us via email. If your contract is expired and you would like live assistance, all you need to do is renew your support contract and you will have full service available.

ON-HOLD ACCOUNTS: We don't have a subscription hold, but you can cancel your subscription without changing your account information and resume when you're ready. To do so, access your Subscriptions panel and click "Cancel". For more information, please refer to our cancellation policy: “Subscriptions can be stopped anytime. Subscriptions can not be paused. Anytime the most recent previous subscription-run is four continuous months or longer, then by request from the user, the initial fee can be removed when starting a new subscription (contact support). If the most recent previous subscription-run is three months or less and a new subscription is started, the initial fee reapplies.”

TRANSFERRING YOUR SUPPORT CONTRACT: If you decide to sell your software license, any current support contract will be included with the sale. This means that if you keep your support contract up-to-date and sell it on, the next licensee will benefit from our upgrade policy and profile support. This can potentially make your license valuable. Transfer of your iLok license ownership requires a $25 fee on iLok.com. Please see iLok.com for details. The new owner will need to contact Source Elements to request a transfer of ownership. We charge $50 for a transfer of ownership. This includes transferring your support contract if applicable to the new owner.

Listed below are some quick links to help you manage your support lifecycle, understand our products more in depth, or answer some of the questions you might already have.

Table of Contents

Support Level Tiers What kind of help do you need? Support FAQ Related Links