Perpetual Maintenance & Support Policy(M&S) – Frequently Asked Questions
Answers frequently asked questions about Foxit Maintenance & Support (M&S) plans.
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Perpetual Maintenance & Support Policy(M&S) – Frequently Asked Questions
This article outlines key information about Foxit's Maintenance & Support (M&S) package for perpetual license customers, including what’s included, policy changes, and support eligibility.
2. What are the key differences between customers with and without M&S?
3. What does “No Support” mean for non-M&S users?
4. How long can customers purchase M&S packages for?
5. Do users receive security patches without M&S?
6. Do subscription license holders need M&S?
This article outlines key information about Foxit's Maintenance & Support (M&S) package for perpetual license customers, including what’s included, policy changes, and support eligibility.
1. What is included in the M&S package for perpetual license customers?
The Maintenance & Support (M&S) package provides:
- Technical Support: Access to Foxit’s support team via phone, email, or chat for troubleshooting assistance.
- Bug Fix Requests: Ability to open support cases for critical bug fixes.
➤ Submit a case - Documentation Access: Full access to product documentation and knowledge base resources.
Foxit Support Center
Foxit Resource Hub
Please note -Customers receive security updates for the current version (N) and the previous version (N-1), even without an active M&S package.
2. What are the key differences between customers with and without M&S?
| Feature | With Active M&S | Without M&S |
|---|---|---|
| Knowledge Base Access | ✅ Full access | ✅ Full access |
| Security Patches | ✅ For versions N and N-1 | ✅ For versions N and N-1 |
| Technical Support | ✅ Full support via phone, email, and chat | ✅ Limited phone support |
| Bug Fix / Feature Request | ✅ Eligible to submit cases via ticket portal | ❌ Not eligible |
| Major Version Upgrades | ❌ Not included in renewals after Jan 1, 2025 | ❌ Paid upgrades only |
3. What does “No Support” mean for non-M&S users?
Non-M&S users may experience the following limitations:
- Limited Troubleshooting: Only basic phone support for activation, installation, or deactivation issues.
- No Bug or Feature Request Handling: Feedback or suggestions (e.g., “Can you add dark mode?”) may not be reviewed or acted upon.
- No Case Submission: Users cannot open support tickets for advanced troubleshooting or feature requests.
4. How long can customers purchase M&S packages for?
M&S packages are available for annual purchase or renewal.
5. Do users receive security patches without M&S?
Yes. All perpetual license holders receive security patches for supported versions (N and N-1), regardless of M&S status.
6. Do subscription license holders need M&S?
M&S is only applicable to perpetual licenses. Subscription users receive full support and access to the latest updates.