Drive Terminator and Serial Com File Transporter frequently asked questions – contact us if you have any further queries

Frequently Asked Questions

Installer

1. How do I obtain the product installer file?

The installer file for each product can be downloaded directly from the ‘downloads’ section of the product web page. kanepi Services does not distribute any product software on CD / DVD or as a shrink wrapped product.

Note that you must accept the Terms and Conditions of the kanepi Services Pty Ltd Software License Agreement before the download of the product installer file will commence.

2. Can I download the installer if I have not paid for the product?

Yes and you can install the product. However a license key is required for the product to run.

3. Our legal department would like to make changes to your license agreement – is that possible?

Sorry no. We maintain one License Agreement for our products that is applicable to all of our customers. If you have any queries on this please contact sales@kanepiservices.com.au

Licensing and Evaluation

1. How do I get a license key?

Go to the licensing page and simply enter all of the required fields. Importantly the MAC address of the PC / server the product is installed on and must be supplied (the product will detail the MAC address when installed) as well as your order number. Once we confirm your details and customer order number we will issue your license key via email.

2. I have downloaded and installed the product / obtained the MAC address but have not yet purchased the product. Can I evaluate the product before I purchase it?

Absolutely. You can evaluate a fully functional version of the product for up to 30 (thirty) days before purchase. Then to upgrade to a commercial license you only need to update the license key (reinstallation of the product is not required).

To request an evaluation license change the license type dropdown from ‘Full product license’ on the licensing page to ‘Evaluation license’.

3. What does the product price include / how is the product licensed?

A Drive Terminator purchased license entitles you to:

  •  Install a single instance of the Drive Terminator product on 1 (one) PC / server / laptop.
  •  Software maintenance for 12 months (included).
  •  Email support during normal business hours (Australian Western Standard time, Monday to Friday excluding public holidays).

A Serial Com File Transporter (SCFT) purchased license entitles you to:

  •  Install a single instance of the Serial Com File Transporter “Sender” product on 1 (one) PC / server connected to the source system network (i.e. PCN / ICSS / SCADA etc.).
  •  Install a single instance of the Serial Com File Transporter “Receiver” product on 1 (one) PC / server connected to the destination system network (business network / company intranet etc.).
  •  Software maintenance for 12 months (included).
  •  Email support during normal business hours (Australian Western Standard time, Monday to Friday excluding public holidays).

4. Is functionality limited with the evaluation license?

Not at all. The evaluation license provides full functionality of the product for a period of 30 (thirty) days. Additionally you are entitled to email support for the duration of the evaluation license (email support during normal business hours being Australian Western Standard time, Monday to Friday excluding public holidays).

Payment and Pricing

1. Can I get a discount on the product?

Sorry we don’t offer any discounts. We build discounts directly into the product pricing by keeping the product pricing low. All prices are published on the website so that the pricing is ‘open’.

2. Can I request a quote?

Sure. Request for quotes can be submitted via the contact us form or email to sales@kanepiservices.com.au.

3. How do I pay for products?

Simply use the online payment method to pay via credit card or a PayPal account. Or alternatively contact us to organise an invoice and payment via bank transfer.

4. Will you accept a purchase order (PO) number?

We can reference a PO number on a quote or invoice for your record keeping however a PO is not accepted by kanepi Services as a form of payment. We can provide a fully functioning evaluation license while you organise payment through one of our accepted methods.

5. Can I be invoiced in a different currency?

Please email us at sales@kanepiservices.com.au for any specific requests. If possible we will accommodate your requirements. Note that current currency exchange rates will apply for any non USD requests.

Taxes

1. Do you include tax in the prices listed on the website?

No, the prices listed on our website are in US Dollars and do not include any tax.

2. Will I be charged tax?

We are required by law to collect GST from Australian based customers.

Software Maintenance

1. What are the benefits of renewing the software maintenance?

As our products evolve with enhancements and new features we will incorporate these into new releases of the product software. If you’re interested in having the latest features then ensuring you have active software maintenance means you’ll receive all software updates released for the 12 month software maintenance period.

Please note that software maintenance is optional however 12 months software maintenance is included free when you purchase a license.

2. When does the software maintenance start?

Your 12 months free software maintenance period commences from the date your license purchase payment is confirmed.

For software maintenance renewal the software maintenance period will commence from the expiration date of the previous software maintenance period regardless of when the software maintenance renewal was purchased.

3. What happens when the free / included 12 months software maintenance period ends?

You will no longer be eligible to receive updated versions of the product. You may renew your software maintenance to continue receiving new releases of the product (this is entirely optional).

Remember though that software maintenance renewals commence from the date the previous software maintenance period expired, regardless of when the software maintenance renewal was purchased.

4. How do I renew my software maintenance?

Software maintenance can be renewed via the pricing page for the product. Please note that customers may only hold a maximum 3 years’ worth of active software maintenance for a product.

5. How much is software maintenance?

Software maintenance is 45% of the current product price at the time of the software maintenance renewal.

6. What happens if I don’t want software maintenance?

No problem, software maintenance is optional. You may continue using the product however you will no longer be eligible to receive updated versions of the product.

If in the future you want to take advantage of new features and functionality in the product then you may purchase the latest version of the product at 75% of the current product price.

Support

1. What support is available for the Drive Terminator and Serial Com File Transporter?

Email support is available for both the Drive Terminator and Serial Com File Transporter at support@kanepiservices.com.au during normal business hours (Australian Western Standard time, Monday to Friday excluding public holidays).

2. I would like to request a feature be added to the product – is that okay?

Absolutely. We encourage our customers to help in the evolution of the products. Email support@kanepiservices.com.au with any suggested features.

3. I did not find an answer to my question here, how can I contact you?

Please email us at enquiries@kanepiservices.com.au.

Documentation

1. What documentation is available for the Drive Terminator and Serial Com File Transporter?

We include all associated documentation (installation guide / user guide etc.) in the download section of the products web page. It is available for download at anytime, even if you haven’t purchased a product license.

Drive Terminator

1. I lost the password for my Drive Terminator product, can it be reset?

Yes. However any such requests will need to be made from the point of contact for the license and a copy of the license certificate for the PC on which the Drive Terminator is installed will need to be provided.