Services

Support FAQ

1. I have not retained a copy of the original media. Where can I obtain media copies of previous versions?

Customers with current support subscriptions may download copies of FINCAD software products. Please contact us for instructions.

2. I have not retained a copy of the original media. Where can I obtain media copies of retired versions?

Media replacement is available only for versions of FINCAD software products that have a valid support contract or are on limited support.

3. What are retired products?

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.

4. Why do you retire products?

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.

5. When do you retire products?

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.

6. I have a perpetual license. Doesn't this mean I also have perpetual 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.

7. I have more than one license. Can one annual support contract cover multiple users?

No. To take advantage of FINCAD's support program, each named user associated with a license needs to have a current support contract.

8. I have a retired product and I need to move my license to another machine. What do I do?

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.

9. I have a limited support product and due to a complete hard-drive failure there is no way to deactivate the software. What do I do?

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.

Contact Us

USA/Canada1.800.304.0702
Europe 353.1.400.3100
Other Regions 1.604.957.1200
support@fincad.com