Maintenance Understanding

[BEAR.TECH]

Just curious what breaks if I do not renew maintenance on perpetual licence, v16?
I don't use 3CX provided certs, FQDN or SMTP. Maintenance does not come with phone/ticket support anymore which was a big reason to renew. Obviously I would not get updates on software/firmware, but https://www.3cx.com/ordering/pricing/3cx-maintenance/ mentions the use of smartphone apps. Does 3CX softphone and webmeeting stop working if I have no maintenance? That doesn't really sound like I own the product if that's the case. Renewal costs aren't that big of a deal and not trying to be snarky just trying to get clarification.

 

[Evolute IT]

Does 3CX softphone and webmeeting stop working if I have no maintenance? That doesn't really sound like I own the product if that's the case. Renewal costs aren't that big of a deal and not trying to be snarky just trying to get clarification.

The 3CX maintenance for perpetual licenses does include the smartphone apps as well as the FQDN, SMTP, Updates, Phone Firmwares and templates, providers/gateways templates, etc.

If you do not wish to renew maintenance because of lack of support, I would recommend you to trade-in your perpetual for an annual license. This way, you keep your install safe and updates while also getting support.

Note that annual licenses are nearly the same cost as the maintenance for perpetual ones.

 

[BEAR.TECH]

Copy that thank you very much.

 

[YiannisH_3CX]

More information on this can be found here: https://www.3cx.com/blog/vlog/pbx-maintenance/

 

[danimal]

So, yesterday I renewed the maintenance for my Professional Perpetual v. 16.0.676. This cost $189. First question is it still says maintenance not renewed. I refreshed license status and it didn't change. I read where you said an annual includes maintenance plus support for about the same price? How would I go about changing this? Thanks.

 

[YiannisH_3CX]

@danimal

Check your customer portal and see if the maintenance is reflected there. If not contact our customer support team. They should be able to assist you with this. https://www.3cx.com/company/contact/
Please note that support is not included in the maintenance price for perpetual licences nor in renewal of annual licences.

 

[danimal]

@YiannisH_3CX

I checked my customer portal and it does not reflect it. In my 3CX Dashboard it still shows this:




So, I attempt to contact customer support to inquire and get:

Your ticket has been rejected. Support cannot be provided via this channel. Please contact a 3CX Partner or purchase a support ticket here: https://www.3cx.com/ordering/pricing/

Let me get this straight. I paid for maintenance. The system incorrectly tells me it's still expired after paying for it. And now i have to pay $75 to buy a support ticket so you can tell me how to resolve a problem on your end?

 

[StefanW]

did you send an email or used the contact form provided?

 

[danimal]

Contact form.

 

[YiannisH_3CX]

Can you send me in a p.m. the first 8 digits of your licence key?

 

[YiannisH_3CX]

An update for those that might face the same issue. When filling the contact form please make sure you select the correct category from the list depending on your issue. If you receive a similar banner trying choosing a different category.