Annual Maintenance Program
Every Thoroughbred product can be covered by the Annual Maintenance Program. Thoroughbred periodically releases updated software with enhancements, new features, support for new operating systems, error corrections and performance improvements. As a subscriber, you receive these releases as they become available for a small media charge.
What the program includes:
- Enhancement upgrades to new releases. Each upgrade brings the new features added to the product. Thoroughbred typically issues one major enhancement release a year.
- Maintenance updates to current releases. Cumulative fixes to reported problems, field tested for stability before release. There are typically one or two update releases a year.
- Version-level upgrades at no charge beyond the small media and shipping fee.
- A guaranteed 90% trade-in value for environment, user-level and operating system upgrades.
- No service fee for re-activations.
- Reduced costs for Thoroughbred services.
Why it matters
Hardware and operating system makers release major changes more often than they used to. Staying on maintenance protects your investment in your system and keeps it ready to upgrade.
It also lowers the cost of moving to newer technology. Upgrading from the Thoroughbred Environment to OPENworkshop or XML can cost much less when your products are covered. Products such as DataSafeGuard, the TS XML DataServer and Solution-IV need the latest Thoroughbred release to work correctly.
Products not on maintenance
Products that are not covered are upgraded at a trade-in value based on how long ago they were purchased, from 90% within six months down to no value after five years. See the trade-in policy.
For a complete program guide and pricing, call your Thoroughbred sales representative at (800) 524-0430.
Premier Support Program
For an annual membership fee, resellers can get priority support through the Thoroughbred Premier Support Program. It includes:
- Unlimited telephone support time
- A 90-minute priority response to support and trouble calls
- Discounts on training
Contact your Thoroughbred sales representative for details.
Help desk
Our help desk works on problems of all types. The team has detailed product knowledge and practical implementation experience, and answers questions by phone or email.
- Phone: (800) 524-0430 toll free, or (732) 560-1377
- Email: services@tbred.com
- Dealers and resellers: support@tbred.com
- Hours: Monday to Friday, 8:30 AM to 5:00 PM Eastern
On-site support
When you need it, our support staff can work alongside your team on site to help with implementation and training.
Consulting and training
Our consulting staff can help with every stage of a project, from systems analysis and design to bid preparation and product demonstrations. See consulting, development and training, or email services@tbred.com. For training options, call us or email sales@tbred.com.
Version support lifecycle
Every Thoroughbred product version has a support lifecycle that starts when it is released and ends when it is no longer supported. When a version reaches the end of support, Thoroughbred stops providing new licenses, technical support, patches, replacement media and activation keys for it. For example, versions 8.7.0 and earlier were retired from activation support on November 30, 2016.
You can keep using an older version for as long as you like, but older versions are not tested or supported on newer operating systems. If a problem comes up, the fix is to upgrade to a supported release. The current release is 8.9.1; see the release notes for what’s new, and talk to your sales representative about upgrading.