KnowledgeTree Frequently Asked Questions
This page covers the most frequently asked questions related to the licensing and
purchasing of KnowledgeTree.
Purchasing
New Releases and Upgrades
Software Support
Licensing
Purchasing
How much do KnowledgeTree products cost?
Current pricing information is available online at http://www.knowledgetree.com/store
KnowledgeTree on premise editions are sold as an annual subscription that includes
support and new product releases. KnowledgeTreeLive is sold as a monthly subscription
service.
Can I request a quote?
Email
sales@zecontech.com to request a quote. You will need to provide the following
details:
- The number of users who will require access
- The product type and tier e.g. Live or On-Premise Basic, Plus or Premium
- Your full company name, address and contact details
The sales team will email you a formal Quote/Invoice. Note: if you are renewing
or upgrading a license, please include a note with the email address of the current
license holder and the license's creation date.
Are there any volume discounts if I purchase a license
for a large number of users?
KnowledgeTree offers a volume discounting on licenses for more than 140 users. Please
contact the sales team for further details.
How is the software distributed? Will I receive a CD-ROM
or shrink-wrapped product?
KnowledgeTree software is distributed electronically via the Internet. Consequently
software is available only via download from our website. KnowledgeTree does not
distribute any software on CD, DVD or as a shrink wrapped product. The electronic
distribution model is the best way to stay up to date with the frequent software
releases made available to you.
Can we get a refund or perhaps have an acceptance period in
case we are not happy with the product?
KnowledgeTree does not offer refunds or acceptance periods. KnowledgeTree provides
a fully functional version of the software for you to evaluate. Evaluations are
for at least 30 days, allowing you to see and use the software before you proceed
with a purchase. What you'll be using during your evaluation is what you will get
when you buy. In fact activating the commercial license involves simply installing
the license key in the evaluation software. If you need more time to become confident
in your decision to move ahead with a purchase, contact sales@zecontech.com and we can provide you with an evaluation
extension. So please, take advantage of KnowledgeTree’s evaluation policy and be
sure the software is right for you and your team before proceeding with a purchase.
Are there any applicable taxes?
Sales tax will be added to invoices for customers making purchases from the following
US states: Arizona, Arkansas, Indiana, Iowa, Kentucky, Michigan, Missouri, Nebraska,
New York, Rhode Island, South Dakota, Texas, West Virginia.
What happens if I decide not to renew my subscription?
What happens if I decide not to renew my subscription? If you decide not to renew
your subscription, you will not receive any further support, or new releases and
you will be required to remove the KnowledgeTree Tools plug-in from the Plugin’s
directory. Please consult the Administration Manual for instructions how to do this.
Are there any discounts for government organizations?
Discounts are not offered to government organizations unless you are a provider
of primary, secondary or tertiary education, in which case you would qualify for
KnowledgeTree’s academic pricing.
New Releases and Upgrades
How often are new versions of the product released?
We aim to release a new major version of the software twice a year. Minor versions
are released more frequently i.e. a couple of time a quarter.
Can I upgrade at a later date to a different product tier?
You can upgrade between different editions of KnowledgeTree software at any time.
To order an upgrade, email the sales team on sales@zecontech.com who will assist you with the process.
Software Support
What is software support?
As part of your subscription you will receive priority support from the KnowledgeTree
support team who are committed to assisting you every step of the way. Visit http://www.knowledgetree.com/commercial_support
for further details.
When does my software support start?
As soon as you have committed to purchasing the software by sending us a Purchase
Order or purchasing online, our professional support team will be available to assist
you.
What happens if I need support during the evaluation period?
Contact our sales executives on sales@zecontech.com and one of our sales staff will help you
with your queries.
What is the process for logging a support issue?
Log into http://issues.knowledgetree.com using the profile issued to you when you
purchased your license. Log an issue against the KnowledgeTree Commercial Support
project. You will be issued with a tracking number to help you track the resolution
of your issue. Visit http://www.knowledgetree.com/commercial_support for further
details.
Licensing
How does the KnowledgeTree licensing model work?
KnowledgeTree works on a per user license model. The issued license caters for a
defined number of users.
Would additional licenses be needed if the software
is deployed on a development server or staging server for testing purposes?
Customers who have a valid server license may request a developer license for testing
purposes on development or staging servers. If multiple instances are required for
use in production, additional server licenses will need to be purchased. Any unauthorized
use will be considered to be a violation of the End-User License Agreement. To request
a server license, please contact our sales team on sales@zecontech.com
Would additional licenses be required if multiple
instances of the software were to be installed on a single server?
Yes. If multiple instances are required for use in production, additional server
licenses will need to be purchased.
What are the conditions for a KnowledgeTree Academic
Pricing Discount?
KnowledgeTree offers a discount of up to 50% for large academic institutions. The
following organizations are eligible for a KnowledgeTree Academic Discount:
- Educational institutions: Public or private K-12 Schools, vocational schools, correspondence
schools, junior colleges, colleges, universities, or scientific or technical schools
that are accredited by a national accrediting agency
- Administrative offices & boards of education: Provincial, district, regional, national
and state administrative offices and authorities of the Educational Institutions
defined above.
- Public libraries
- Public museums
- Home-school programs
- Training
and teaching organizations that are accredited by a statutory government qualifications
body.
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