Kayako Upgrade and Renewals Policy

ReZolve policy for the timing and payment for software upgrades and extensions to Kayako's upgrade renewals.

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.