Maintenance Plan Options Maintenance Plan Fees Support Credits Call In Support Renewell Process Types of Requests Covered Request Type/Credits Used
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The MRH Technology Group will provide advanced notification, typically 30 days, to the Client when a Maintenance Plan needs to be renewed. An MRH Regional Account Manager will contact the Client to review the current status of the existing Maintenance Plan and to review the options available for renewal. Based on the plan type selected for renewal, the Regional Account Manager will send a Renewal Agreement outlining the selected plan and the appropriate Maintenance Plan fees.
If the Maintenance Plan Fee remains unpaid five days after the Date of Renewal, as indicated on the Maintenance Plan Renewal Agreement, all open support requests will be placed on Hold until such time as the Maintenance Fee is paid.
If the Maintenance Plan Fee remains unpaid after a period of 30 days after the Date of Renewal, the Maintenance Plan will become Inactive, all accrued and unused support credits will be lost and all open requests will be closed. At any time after the Maintenance Plan expires, if the Client selects to reinstate the Maintenance Plan, a reinstatement fee equal to 20% of the Maintenance Plan fee will be charged. When reinstating an expired Maintenance Plan, the Date of Renewal will remain the same as the original Renewal Date and all future Maintenance Plan fees will be due on the same renewal date in future years.
Maintenance Plans that remain expired for a period of 12 months or more are not eligible for renewal.
