Support FAQ
Customers with current support subscriptions may download copies of FINCAD software products. Please contact us for instructions.
Media replacement is available only for versions of FINCAD software products that have a valid support contract or are on limited support.
Retired products are products which FINCAD no longer supports. If support is not available for the version that you are using, this means it has been retired (discontinued). This FAQ also contains information about why FINCAD retires products and when FINCAD retires products. If you have further questions, please call a FINCAD representative.
At FINCAD we retire our products so that we can continue to provide the very best value product and service to the largest majority of our clients. It is not possible for FINCAD to provide support for versions of software that are very dated for the few clients that have not upgraded.
This depends on the product but typically FINCAD will actively support the current version and two prior versions. Typically there is a grace period of 1 year thereafter when any current support contract is honoured before a version is retired. This one year period is a limited support period. The vast majority of FINCAD clients upgrade well before products are retired to take advantage of new functionality and remain current on support.
No. Sale of FINCAD software licenses, including upgrade sales, are done with the first year of support. To remain on support you need to renew your support contract.
No. To take advantage of FINCAD's support program, each named user associated with a license needs to have a current support contract.
To do this, you must deactivate your copy of the software by completing the License Key Deactivation and Transfer form. Once you have completed the form, fax or email it to the supplied contact. There is a one time fee associated with this procedure to cover the administration costs involved.
In the rare event that the hardware was irrevocably damaged, FINCAD requires you to complete the following License Key Deactivation and Transfer form and fax it to the supplied contact. There is a one time fee associated with this procedure to cover the administration costs involved.