When SMA is active, you get:

1. Software updates

   • bug fixes

   • performance improvements

   • security updates

   • new features

   • new versions of memoQ

2. Help from our support team

   You can contact memoQ support team for:

   • installation help

   • configuration guidance

   • fixing technical issues

   • general product questions

If your SMA runs out:

• You can keep using your current version of memoQ

• You won't receive updates or new versions

• Technical support won't be available

• You can't upgrade to newer releases

When you start with memoQ, SMA is included automatically for one calendar year from the date you buy memoQ (the date on your invoice).

Before your SMA expires, you get reminder emails with instructions on how to continue your Support and Maintenance. You can also contact our support team anytime.

SMA applies to perpetual licenses, which we don't offer anymore. If you’ve bought your license recently, it is now offered on a subscription basis. In that case, support and maintenance are included in your subscription fee as long as your subscription is active.

After the first year, if you want to keep getting updates and support, you’ll need to renew your SMA.

What you need to know:

• You can extend your SMA for another year in my memoQ.

• When you renew, your SMA is extended for another year, giving you access to the latest versions and support throughout that period.

• Each renewal period starts right after the previous one ends, no matter when you complete the renewal.

  For example: If your first-year SMA expires on June 30, 2025, your second-year SMA will start on July 1, 2025, even if you renew a few days before or after that date.

• If there’s a gap before renewing, extra conditions or fees may apply depending on how long it’s been expired.

SMA applies to perpetual licenses, which we don't offer anymore. If you’ve bought your license recently, it is now offered on a subscription basis. In that case, support and maintenance are included in your subscription fee as long as your subscription is active.

If you’re using a rented license, Support and Maintenance (SMA) is already included in the rental fee. You don’t need to pay for SMA separately.

If you prefer not to manage your own IT systems, memoQ also offers private cloud hosting for your memoQ server for an annual fee. This option lets memoQ handle the infrastructure for you.

To use hosting, you still need an active SMA. Hosting and SMA are separate things.

The terms for hosting are explained in our General Terms of Service (see chapter Vl).

If you use memoQ TMS cloud, your subscription already includes both updates and support.

This means you always have access to the latest version of memoQ TMS, along with technical support whenever you need it.

When a new version is released, it's not available in memoQ TMS cloud immediately. It usually takes about two weeks for the new version to be rolled out.

Once it’s ready, the update is installed automatically. You’ll always be notified in advance before any upgrade happens.

The terms and conditions for using memoQ TMS cloud are described in our General Terms of Service (see chapter V).

memoQ’s Business Services team offers a Premium SMA option that goes beyond standard support.

As workflows grow and become more complex, it can get harder for language service providers and enterprises to keep things running smoothly and make the most of their resources. Premium SMA is designed to help with that.

With Premium SMA, you get a more personal level of support in one package. This can include:

• direct account management

• priority support (concierge-style service)

• consulting

• training and other extra services tailored to your needs

You’ll also have regular contact with memoQ experts and developers, helping you get more value from memoQ and work more efficiently.

Premium SMA includes a wide range of Business Services and several options to choose from. Learn more about Business Services

• Can I get support without SMA?

  No. Support is only included when SMA is active.

• Can I still use memoQ if my SMA ends?

  Yes. Nothing stops working. You just won’t get updates or support.

• What if I renew SMA later?

  That depends on how long it’s been expired. In some cases, extra fees or special conditions may apply.

• Can I upgrade without SMA?

  No. Active SMA is required for version upgrades.

• I have the latest version, but my SMA just expired. Can I still get the next release?

  No. Once your SMA expires, you won’t get access to new versions.

  You may still be able to download bugfix updates (builds) for the version you already have, but these aren't guaranteed and depend on what is released for your version.

  To get a new minor or major version, your SMA must be active when that version is released.

  For more details about versions and SMA rules, see our Frequent release policy.

• After my SMA expires, how long can I get updates and bug fixes?

  You can still download bugfixes and updates for your current version when they're available.

  However, newer fixes are usually only released for the latest versions, so you may not see new updates if you’re using an older version.

  For more details about versions and SMA rules, see our Frequent release policy.

• My SMA expired, can I still get support?

  No, support is only available with an active SMA. You can still download bugfix updates for your version if there are any available.

• Do I have to renew my SMA?

  No. Your license still works without it. But you’ll need an active SMA if you want updates, new versions, or support.

• My SMA expired more than a year ago. How can I catch up with my SMA to have a valid one?

  You can extend your SMA anytime. However, your new 1-year SMA always starts when the previous SMA expired. For example, if your SMA expires on June 30, 2024, and you extend your SMA on January 8, 2025, your new SMA will still expire on June 30, 2025.

  And if you wait for more than a year, and extend your SMA on October 12, 2025, your new year will still expire on June 30, 2025. When this happens, and you want your SMA to be valid on October 12, 2025, you will need to extend your SMA for two more years, not just one.

  We strongly recommend that you extend your SMA for one more year immediately before your last year expires.