Support and Upgrades Policy

Regardless of the delivery format you choose for your training (web-based or computer-based), you will receive the same kind, respectful, and speedy support that we wish we would get when we request support. We are just as nice whether your request is by phone or e-mail :-)

We know that your goal is to provide or take training and that you don't have the time to get bogged down with computer issues or deal with support technicians who know less about the product than you do.

If you are a computer-based training customer and you do not have an active support agreement, it doesn't mean that we will ignore your e-mails or hang up on your phone calls. If you have a simple question we will do our best to help you, but may ask you to purchase single incident technical support. You may also use our FREE Knowledge Base which is available 24/7/365.

Web-Based Training

Support is built into the price of our web-based training so, as long as you have access to our web-based training, you will receive support at no additional cost. You can also be assured that you are always using the most recent version of our courseware.

Computer-Based Training (CD-ROM and LAN)

Version History

Current Major Version for all courses: 3.1. For most recent build information, see the chart below.

Version 2.x products were retired on 1/1/07 and are no longer supported although we still provide self-service knowledge base support on version 2.x products.

Version 1.x products were retired on 1/15/03 and are no longer supported.

For information on upgrading from version 2.x or 1.x products to the most recent version, please click here.

Annual Support and Upgrade Agreement (SUA)

One-year free Support and Upgrade is included with all courseware.
A valid Support and Upgrade Agreement entitles you to unlimited technical support (toll-free phone, e-mail or through our Knowledge Base) and no-charge upgrades to the courseware and the Learning Management Center.
Typically, upgrades will be available as downloads from the Customer Area of our website.

SUA Renewal

There are two ways to renew your Support and Upgrade Agreement WHILE you currently have an active support agreement:

Renew the Agreement prior to the end of the existing support term. For each quarter early that you renew, you get a FREE quarter added to your SUA.
- Network and CD-ROM Versions: $249/year flat rate covers all courses (Unlimited support regardless of the number of programs you have).
- If you have just one CD-ROM: $129/year for the one course. This option is only available if you have just one course.
Purchase a new course and the Support and Upgrade Agreement for ALL courseware will be reset to the date of the new purchase!

Support & Upgrade Agreement Renewal Pricing

LAN and CD-ROM versions: $249 per year per site (all courses must be registered under the same contact name - it is the customers responsibility to assure all courses are registered under one contact name) regardless of the number of courses licensed. Customers with just one CD can purchase support for that one program for $129.

Renewing the Support & Upgrade Agreement AFTER It Has Expired

You can renew a support and upgrade agreement after it has expired by purchasing the course upgrade for a 50% discount OR by purchasing a new course as described above.

Support and Upgrades Without a Support & Upgrade Agreement

Support without an SUA can be purchased for $89 per incident.
Upgrades to courses can be purchased at a 50% discount off of the regular price of the course files.

Support & Upgrade Agreement Renewal Notification

Approximately one calendar quarter before your support agreement expires, we will notify you of the expiration date and provide you with instructions on how to renew the support agreement. We will always notify you by e-mail and may also contact you by phone, fax, and regular mail. However, we have no way to guarantee that our renewal message will be received so it is ultimately the responsibility of the customer to keep track of the support renewal date and contact Resource Engineering to renew it prior to expiration.

How to Get Support

Click here for information on how to request support.

How to Get Upgrades

Upon purchase of CD-ROM or Network training, customers will receive a username and password to access our customer area where upgrade downloads and other value-added information is available. Upgrades are normally provided via a download link although organizations using CD-ROM versions that choose to run the course from the CD-ROM Disk may request a disk of the upgrade be sent by mail.

In the event that Resource Engineering chooses to send out an upgrade on a CD-ROM disk, customers with an active Support and Upgrade Agreement will be notified by e-mail with instructions on how to request the update. We do not automatically send out upgrade CD's without a specific request from the customer.