Software Maintenance Assurance (SMA)

Every XER Reader subscription includes Software Maintenance Assurance. It covers two things: keeping your software current, and being able to reach someone when it misbehaves.

SMA is not a separate product. It has no separate price, no separate start date and nothing separate to renew. It runs for exactly as long as your subscription runs, whether that is billed monthly or annually.

Keeping your software current

Every release is included: major versions, smaller updates, and the fixes in between. You are never asked to pay for an upgrade and you never have to request one.

How a release reaches you depends on where you run XER Reader.

• In the browser. Nothing to do. The web application is always on the current release, so you are up to date the moment you open it.
• On Windows and macOS. The application watches for new releases and tells you when one is ready. When to take it is mostly your call: download it from inside the application and restart to finish, or pick up the installer from the downloads page and run it yourself. The reminder can be switched off in the application settings if you would rather not be told. What you cannot do is put it off indefinitely. Once a release changes how the application talks to our servers, builds older than a set minimum stop working until they are updated, and the application will say so and point you at the download.

XER Reader needs a live subscription to run, so there is no question of which versions you hold on to afterwards. For as long as you are subscribed, the newest release is yours.

Getting help

Support is handled by email, at support@xerreader.com. We read it Monday to Friday, 9:00 to 16:00 CET.

You can expect a reply within a working day, sooner when the problem is urgent. Write outside support hours and it is picked up the next working day.

How long a full answer takes depends on what you are asking about.

• Licences, downloads, installation, and how a feature works. Answered quickly, usually within a day or two.
• Bugs, change requests and suggestions. No fixed time, and it would be dishonest to quote one. How quickly a fix lands depends on how serious the problem is and on when the next release or patch carrying it is due. We will tell you which of those applies to your report.