KnowItAll Support, Upgrade and Subscription Renewal Policy

KnowItAll Support, Upgrade and Subscription Renewal Policy

What is the support policy for newly-licensed Wiley Informatics products?

Wiley Informatics will provide free, unlimited telephone and email Technical Support for the entire Service Life of the product during published Technical Support hours (weekdays 9:00 AM to 5:00 PM U.S. Eastern Time) for its software and database products. The Service Life terminates on the End of the Technical Support Date for the product version licensed (see Wiley Informatics End of Technical Support Policy below).

Wiley Informatics will provide free software upgrades, patches, and fixes on all newly-licensed products for a grace period of one (1) year after the date of original license.

To receive software upgrades, patches, and fixes after this grace period, a customer must license one of the following:

  • Option A: Wiley Informatics Upgrade Plan – Within two (2) years after the initial license date, a Wiley Informatics Upgrade Plan may be licensed. The Plan fee is 20% of the then-current list price of all components originally licensed.
  • Option B: Buy an Upgrade to the Original Products – In the third year after the initial license date, an upgrade to the original products must be licensed. The upgrade license fee is 75% of the then-current list price of all components originally licensed.
  • Option C: Relicense the Newest Version of the Original Products – After three (3) years after the initial license date, the entire product and all components must be relicensed at the then-current list price.

All software upgrades, patches, and fixes will be available via download. USD Installation Cards are available on request at an additional fee. Customers will be contacted when major upgrades are available for download from the Wiley Informatics web site.

Wiley Informatics reserves the right to require that a customer upgrade to the most current version of the product to resolve a product issue.

Customers who license a KnowItAll Spectral Library annual license may be eligible for a free Wiley Informatics Upgrade Plan.

  • All Wiley software products directly associated with a KnowItAll Spectral Library annual license are covered under the free Upgrade Plan.
  • Third-party add-ons distributed by Wiley are not eligible for a free Upgrade Plan. A fee of 20% of the incremental value of the third-party add-ons must be paid to add them to the Upgrade Plan; otherwise the software version cannot be upgraded.
  • Software products not associated with the a KnowItAll Spectral Library annual license are not covered under the free Upgrade Plan. Additional coverage under the Upgrade Plan may be licensed for software products not associated with a KnowItAll Spectral Library annual license.

What if additional options are licensed after the initial license?

  • All additional licenses must be added to an existing Wiley Informatics Upgrade Plan.
  • The Wiley Informatics Upgrade Plan will be based on the current list price.

Can the Wiley Informatics Upgrade Plan be renewed?

  • Yes. At any time before the Plan expires, it may be renewed for any number of years at 20% of the then-current price of the products originally licensed per year.
  • The Plan cannot be renewed for only a portion of the product components currently contained in a single license. All product components not covered by the Wiley Informatics Upgrade Plan must be made inactive.

What if the Wiley Informatics Upgrade Plan is not renewed?

  • If not renewed, all benefits of the Plan will cease immediately following the Plan’s expiration date.

Can the original Plan be renewed more than one year after the expiration date?

  • No. After one year, the current upgraded version of all products originally licensed must be licensed for 75% of the current list price at the time of the upgrade license.
  • A new Wiley Informatics Upgrade Plan may then be licensed to cover the upgraded product for any number of years, based on the above pricing.
  • The new expiration date will be based on the license date of the upgrade.

Wiley Informatics End of Technical Support Policy

  • Engineering Support– Telephone support and potential workarounds as well as fixes and patches to the current major version of the software. Engineering Support is only available for the current version of the software.
  • Technical Support– Telephone support and potential workarounds, but not software fixes and patches. Technical Support for an old product version is available for two (2) years after the release of a new product version that supersedes the previous product version.
  • Version Launch Date– The date upon which Wiley’s Informatics Division begins shipping a new version of a product.
  • End of Engineering Support Date– The date after which Wiley’s Informatics Division will no longer provide software fixes and patches for a product version.
    • Engineering Support will be provided for the newest version of a product until the subsequent version of that product is released.
    • No software fixes or patches will be provided for old product versions.
  • End of Technical Support Date– The date after which Wiley’s Informatics Division will no longer provide Technical Support for old product versions.
    • The End of Technical Support Date for a product version will occur two (2) years after the release of the version of the product that supersedes that version.
    • After the End of Technical Support Date, Wiley Informatics will no longer provide any Technical Support for that product version. This is synonymous with the End of Service Life for that specific version.
      Current Versions
      VersionLaunch DateEnd of Engineering SupportEnd of Technical Support
      2018March 19, 2018To Be DeterminedTo Be Determined
      2017September 22, 2016March 19, 2018March 19, 2020

      Unsupported Versions
      VersionLaunch DateEnd of Engineering SupportEnd of Technical Support
      2015October 6, 2015September 22, 2016September 22, 2018
      2014April 24, 2014October 6, 2015October 6, 2017
      2013July 19, 2013April 24, 2014April 24, 2016
      9.5July 19, 2012July 19, 2013July 19, 2015
      9.0August 12, 2011July 19, 2012July 19, 2014
      8.3October 15, 2010August 12, 2011August 12, 2013
      8.2March 15, 2010October 15, 2010October 15, 2012
      8.1September 28, 2009March 15, 2010March 15, 2012
      8.0November 20, 2008September 28, 2009September 28, 2011
      7.9.5April 16, 2008November 20, 2008November 20, 2010
      7.9November 20, 2007April 16, 2008April 16, 2010
      7.8May 30, 2007November 20, 2007November 20, 2009
      7.5August 4, 2006May 30, 2007May 30, 2009
      7.0June 15, 2006August 4, 2006August 4, 2008
      6.0September 14, 2005June 15, 2006June 15, 2008
      5.0December 23, 2004September 14, 2005September 14, 2007
      4.1September 10, 2004December 23, 2004December 23, 2006
      4.0April 30, 2004September 10, 2004September 10, 2006
      3.1December 29, 2003April 30, 2004April 30, 2006
      3.0September 9, 2003December 29, 2003December 28, 2005
      2.2June 6, 2003September 9, 2003September 8, 2005
      2.1March 20, 2003June 6, 2003June 5, 2005
      2.0August 23, 2002March 20, 2003March 19, 2005
      1.3May 17, 2002August 23, 2002August 22, 2004
      1.2January 18, 2002May 17, 2002May 16, 2004
      1.1September 20, 2001January 18, 2002January 18, 2004
      1.0May 24, 2001September 20, 2001September 20, 2003

      Subscription Renewal Policy

      Wiley Informatics products can be licensed on a subscription basis. To account for time lost due to shipping, the end date of a subscription will be defined as the length of the subscription term plus an additional two weeks after the date on which the product has shipped from the Wiley Informatics Division manufacturing facility in the U.S.

      A subscription may be renewed for additional terms. Subscription renewals have a product code that is different from the product code of the initial new subscription. In addition, the subscription renewal prices are lower than the new subscription prices. If a subscription is renewed late, the subscription renewal date will not be changed, which means that the number of useable days remaining in the subscription will be less than that of a full subscription term. If a new, higher priced subscription rather than the lower priced subscription renewal is purchased, the new subscription end date will be reset as defined above.