Kayako Upgrade and Renewals Policy
ReZolve policy for the timing and payment for software upgrades and extensions to Kayako's upgrade renewals.
The purchase of a Kayako Owned Licence includes 6 months upgrade renewal cover. This means that any software updates are available free of charge for the first 6 months. After this, renewals cover costs $130 (which we invoice in £GBP at the current exchange rate) for each additional 12 months.
After expiry you can choose to: -
- maintain renewal cover by purchasing additional cover every 12 months, or
- purchase cover whenever a critical upgrade is released by Kayako.
Application of Upgrades
- When an upgrade is released by Kayako we will upgrade any customer that has current renewal cover by request.
- If the update is a critical one, we will upgrade all customers that have renewal cover automatically.
- Upgrades typically take 30-60 minutes and will involve a short period of downtime while the upgrade takes place.
- The upgrade process will be carried out within the annual hosting fee, except where a significant amount of customisation has been done on the application.