Forum: MemoQ support
Topic: No support from Kilgray - with valid support agreement
Poster: Niels Barfoed
This is just to warn users of MemoQ who pay an annual fee to be able to get support from Kilgray. Although the payment is annual, it would appear from my recent experience that the SMA is ONLY valid for around 11 months.
Explanation:
I have a SMA which expires on January 25, 2017. But on January 7 I submit a query, to which to date the only reply I have received is:
We would like to inform you that according to our records the Support and Maintenance Agreement for your memoQ serial numbers listed below will expire soon / have expired. Please contact your account manager or visit our webshop to renew it. If you were unsure about the direct contact, please send your email to [email removed] . Serial number SMA expires KGECF-xXXXX-xXXXX-Xxxx 2017-01-25
Or in other words, since my SMA expires on the 25th they are not going to help me with an issue on January 7th.
I may add that my query wasn't even really support related. It was a question to sales (and marked as such) to inquire about the possibilities to acquire an extra license for a third PC.
So be warned - an SMA with a validity of almost 1 month isn't necessarily sufficient to get MEmoQ support to react.
I have now sent a direct mail to the person responsible for sales at MemoQ - let's see if that is a better approach.
Kind regards
Topic: No support from Kilgray - with valid support agreement
Poster: Niels Barfoed
This is just to warn users of MemoQ who pay an annual fee to be able to get support from Kilgray. Although the payment is annual, it would appear from my recent experience that the SMA is ONLY valid for around 11 months.
Explanation:
I have a SMA which expires on January 25, 2017. But on January 7 I submit a query, to which to date the only reply I have received is:
We would like to inform you that according to our records the Support and Maintenance Agreement for your memoQ serial numbers listed below will expire soon / have expired. Please contact your account manager or visit our webshop to renew it. If you were unsure about the direct contact, please send your email to [email removed] . Serial number SMA expires KGECF-xXXXX-xXXXX-Xxxx 2017-01-25
Or in other words, since my SMA expires on the 25th they are not going to help me with an issue on January 7th.
I may add that my query wasn't even really support related. It was a question to sales (and marked as such) to inquire about the possibilities to acquire an extra license for a third PC.
So be warned - an SMA with a validity of almost 1 month isn't necessarily sufficient to get MEmoQ support to react.
I have now sent a direct mail to the person responsible for sales at MemoQ - let's see if that is a better approach.
Kind regards