CData - Sales FAQs

Arc Cloud shares the same connection-based pricing tiers as Arc. Arc Cloud does not include a perpetual license option -- all Arc Cloud licenses are either a monthly or yearly subscription.

• Standard Support: All of our products come with free lifetime standard support via email on a first-come, first-serve basis. To initiate support, simply fill out the Technical Support Request form and one of our technical support team members will contact you in the order in which your request was received. This form is located at arc.cdata.com/support/submit.aspx.
• Knowledge Base: Customers can also search the online Knowledge Base which includes commonly asked questions and their answers explained in a simple, straightforward manner in a fully searchable and easy-to-use online format. The Knowledge Base is located at arc.cdata.com/kb/.
• Premium Support: We also offer an Annual Premium Support Contract. This option allows phone support for a single developer, priority in the support queue (you will receive a Premium Support number which will move your issue to the top of the support queue), access to unpublished demos, and limited source code analysis. The Annual Premium Support Contract can be purchased at any time, and the contract will last one calendar year from the date of purchase.

For a more detailed explanation of our support options, please visit arc.cdata.com/support/.

Our fully functional trial editions allow you to use the software for 30 days. If you are using our development tools, the trials will also allow you to build and test our product within your development environment.

Arc Cloud trials are 14 days instead of 30, and require submitting a sign-up form to receive cloud credentials over email. The sign-up form can be found via the trial page.

To inquire about a trial extension, please contact our support team through the Technical Support Request form located at arc.cdata.com/support/submit.aspx.

Absolutely. Simply fill out the Technical Support Request form and one of our technical support team members will contact you in the order in which your request was received. This form is located at arc.cdata.com/support/submit.aspx.

To find the license agreement for a specific product, use the Products tab, select the desired software, and click on the "License" tab.

Alternatively, you can access the License Agreement by downloading and installing the Help Files in the trial or full version from arc.cdata.com/download/. The License Agreement is the last entry in the help files under Copyright & Licensing.

Your order can be placed in various forms:

• Through our secure online order form using a Visa, MasterCard or American Express at arc.cdata.com/order
• By phone at (800) 743-8232 (toll free) or (919) 885-0202,
• Via wire transfer,
• Or by company Purchase Order.

For more information, check out this page: arc.cdata.com/order/info.aspx

The credit card transaction will appear on your bill as "CDATA SOFTWARE".

To pay by wire transfer, please follow these instructions:

• Request bank & routing information from Arc. You will need to provide your bank with this information in order to initiate a wire transfer.
• Select the package you want to order and note the price.
• Complete our standard order form. Please make sure you include an email address and phone number on the order form.
• In the comments section of the order form, please include any reference numbers the bank will provide you with.
• We will email you the software immediately after our bank notifies us of the transfer. This may take anywhere from 24 hours to 3-4 business days, depending on how fast your bank sends the wire. Please do not inquire about your order status before making sure that your bank has completed the funds transfer.

Please note that some banks impose additional fees for wire transfers (telegraphic transfers). These additional costs are the responsibility of the purchaser.

We accept purchase orders from all Fortune 1000 companies. Simply fax the purchase order to (919) 928-5455, 101 Europa Dr. #110, Chapel Hill, NC 27517, USA, or mail it to 101 Europa Dr. #110, Chapel Hill, NC 27517, USA, and include the following information:

• Bill To information including: Name, Company, Email, Billing Address, Phone Number, and Fax Number
• Ship To information (cannot be a PO Box) including: Name, Company, Email, Shipping Address, Phone Number, and Fax Number
• Requestors contact information (if different)
• A Purchase Order Number that Arc. can refer to when we send your accounts payable department an invoice
• Product Part Number, & Product Name, Product Price, and Quantity Desired (located online at arc.cdata.com/order)
• Shipping/handling: Please specify physical or electronic delivery. If you request physical delivery, please add shipping/handling charges to your order.

All Purchase Orders received before 4 PM EST will be processed the same day received during normal business hours: Monday-Friday 9 AM to 4 PM EST (excluding holidays).

Unless alternative terms are negotiated prior to ordering, all payments to Arc are due upon receipt. Please contact our sales team at sales@cdata.com for additional questions regarding payment terms.

Yes, we offer some discounted bulk licensing options. To find out if your order qualifies, please contact our sales staff at sales@cdata.com.

No, we do not offer discounted government pricing options.

Arc works closely with select resellers through our Value-Added Resellers Program. For more information please visit out reseller page located at arc.cdata.com/order/resellers.aspx

We currently only offer special reseller pricing to resellers who are a part of our Value-Added Resellers Program. Arc Value-Added Resellers actively market our software to their customers through website and print opportunities. If you are interested in joining our Value-Added Reseller Program, please contact sales@cdata.com. Be sure to include information about your company as well as a link to your website.

As a general rule, we provide free minor version upgrades for all our products. You can download the upgrade at arc.cdata.com/download/.

Arc will also provide a free upgrade to customers who purchase 30 days prior to any major software upgrade of the corresponding product. For any upgrade inquiries, please contact sales@cdata.com.

Licenses can easily be transferred between computers by submitting an online License Transfer Request located at arc.cdata.com/lic/transfer. Just fill in the form and electronically submit your request.

After filling out the form and requesting your transfer, completely remove the software from your old machine before reinstalling the software on your new machine. You will reinstall your software using your original product key.

If your license has been blocked from activation, a Customer Service representative will review your request and confirm your transfer via email.

No, you do not need to purchase an upgrade for your license; however, support for previous versions of Arc products may be limited. Our support team will try to provide assistance but priority is assigned to customers using the current software version.

Please contact our sales team at sales@cdata.com for your license information. In your request, please include the following information:

• Name
• Email address
• Company
• Address
• Phone number
• Name of the product and version number (if known).

To expedite your request, please provide as many details concerning the original order as possible, including:

• Purchase date
• Name of the person who the license is registered under
• Name of the original credit card holder
• Company that the product was registered to
• Email addresses provided during the original purchase
• Confirmation number

Please make sure you are trying to install the correct version of the software, as this error normally occurs when the serial number and key do not match the installation file. If you have a valid serial number and key combination, you are able to access any product installation file. The Key Verification Error occurs when you try to use an incorrect serial number and key combination with the corresponding installation file.

If you are using the download page at arc.cdata.com/download or installing the software directly from your CD, please make sure that you have selected the correct version of the software. The download page will allow you to download any CData product using the serial number and key you received, but will give you a Key Verification Error when running the installation unless you have downloaded the correct installation file.

If you are still having problems installing the software, please fill out the Technical Support Request form located at arc.cdata.com/support/submit.aspx.

All our product installations are marked with the full version and build number on the first screen of the installation program. Additionally, all products contain About information that contains the current version information.

Please report all problems with the software directly on our Technical Support Request Form located at arc.cdata.com/support/submit.aspx. If there is a defect in our software, Arc will work to provide you with a solution as soon as possible.

No, as a general rule, we do not provide source code for our software, except for very specific licensing situations.

CData Software
101 Europa Dr. #110
Chapel Hill
NC 27517
USA

US: (800) 743-8232
INT: (919) 885-0202
FAX: (919) 928-5455

Automated product uninstallers are included with all Arc products. To uninstall, simply execute the product uninstaller and follow the instructions to removed all product files from the machine.

Detailed instructions for uninstalling any of our products can be found online at: arc.cdata.com/kb/uninstall.aspx