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FAQ

Sales and Licensing FAQs

We've put together some solutions to the most common sales and licensing questions below that our customers encounter. If you don't find what you are looking for here, try some of our other support options.

FAQ 1. What are the licensing policies for Hyena and Exporter Pro?

FAQ 2. How do the maintenance plans work?

FAQ 3. How do I place an order?

FAQ 4. Do you accept purchase orders?

FAQ 5. Do you accept credit cards?

FAQ 6. When will I receive my license / key?

FAQ 7. Where do I enter my license information?

FAQ 8. When entering my registration information, I'm getting an error: Failed to create empty document.

FAQ 9. Will my registration key work with the 64 bit version of Hyena?

FAQ 10. Will my registration key work with non-English versions of Hyena?

FAQ 11. I downloaded and installed the latest version of Hyena without realizing my key had expired.

FAQ 12. Does Hyena meet Section 508 compliancy as established by US Government requirements?


1. What are the licensing policies for Hyena and Exporter Pro ?

Hyena and Exporter Pro only needs to be licensed for the number of users actually using the software, which typically includes only IT management, system administration, and help desk staff.   It does not matter how many actual domains, servers, or workstations (users) your organization has.  Moreover, you may install the software on as many workstations, servers, laptops, or other devices as needed, provided that only the licensed users are actually using the software.

We have various multi-user license packs available, which provides for discounted prices on a per-license level.

Maintenance is not required for support, which is always free. All SystemTools Software licenses are perpetual.

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2. How do the maintenance plans work ?

New sales of Hyena come with one (1) year of maintenance built into the license. An optional 1 or 2-year maintenance extension can be purchased with the license or at any time during the maintenance period. Maintenance can also be renewed for an additional 1 or 2-year term. Any update released within the maintenance period is free. If the maintenance period has expired, and an upgrade is desired, the upgrade fee is 50% of the current licensing cost. This upgrade also includes one (1) full year of maintenance.

Maintenance plans are not offered for Exporter Pro; all upgrades to Exporter Pro are free.

SystemTools Commander licenses are offered with one (1) year of maintenance built-in, with optional 1 and 2-year extensions. All other maintenance policies are the same as those for Hyena.

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3. How do I place an order ?

Orders can be placed online, by purchase order, or a credit card. To order one of our products, either click on the ordering link from the product's main page, or select the appropriate product on our ordering page.

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4. Do you accept Purchase Orders ?

Yes, we accept company purchase orders for new sales, maintenance renewals and upgrades.  Purchase orders are accepted by email at sales@systemtools.com or by fax at +1-830-779-2191. Purchase orders need a complete billing address preferably including a telephone number and delivery information.  The delivery information should be a complete email address for the recipient and/or a complete physical address including a telephone number.  There is no delivery charge for an electronic delivery, but there is a shipping and handling charge for orders delivered by mail or private delivery service. See our Ordering page for specific ordering information.

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5. Do you accept credit cards ?

We gladly accept Mastercard, Visa, Discover and American Express cards, either on our online order forms, or through phone or fax. See our Ordering page for specific ordering information.

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6. When will I receive my license / key ?

Except during times of heavy sales volume (ie right after an upgrade has been released), all orders are processed the same or next business day. As long as an email address was provided on the order, we strive to provide the license key via email by the next business day, but usually much sooner. If you do not receive your license by the next business day, send an email to sales@systemtools.com and provide the order date and company name.

Note that since the license key is provided in an HTML attachment, our emails can be blocked or moved to junk email folders on some systems. It is helpful to add the systemtools.com domain as a safe / trusted recipient on your email systems to prevent misdirected email.

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7. Where do I enter my license information ?

Both Hyena and Exporter Pro will prompt for the license information each time they are used during the free 30-day evaluation period.

Hyena's license information can be entered or viewed under the Tools > Settings > Licensing menu.
Exporter Pro's license information can be entered or viewed under the View > Licensing menu.
SystemTools Commander's license information can be entered or viewed under the Settings > Settings and Options > Licensing menu.

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8. When entering my registration information, I'm getting an error: Failed to create empty document.

This error indicates that either you have incorrectly entered your registration information, or your maintenance has expired. If you have the original email, do not try to enter the information manually, but cut-and-paste it instead. Make sure you don't have any leading or trailing spaces in the information, and that you are entering it exactly as provided in the email you received from sales.

If you still are unable to get in, contact us for either the correct information or an upgrade quote.

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9. Will my registration key work with the 64 bit version of Hyena?

Yes, with a valid registration key you can use either the 32 bit or 64 bit version of Hyena.

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10. Will my registration key work with non-English versions of Hyena?

Yes, with a valid registration key you can use any localized version of Hyena (English, French, German, or Spanish).

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11. I downloaded and installed the latest version of Hyena without realizing my key had expired.

Hyena’s registration keys don’t actually expire, but rather the maintenance does. As long as you have current maintenance you are able to download the latest released version of Hyena. If your maintenance has expired you will either need to reinstall the version you were on prior to your license expiring, or purchase an upgrade license.

All previous downloads of Hyena and their corresponding maintenance expiration dates can be found on our Download Page:
http://www.systemtools.com/hyena/download.htm

To revert back to a previous release, simply uninstall and reinstall the version applicable to your maintenance expiration date. Your settings will not be affected by uninstalling a newer version and installing an older version. If you wish to have an upgrade quote, contact SystemTools sales.

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12. Does Hyena meet Section 508 compliancy as established by US Government requirements?

SystemTools Software has determined that Hyena meets Section 508 compliancy as established by US Government requirements. For more information about Section 508 requirements, visit http://www.section508.gov.

For our Section 508 Voluntary Product Accessibility Template (VPAT):

Click here for Hyena v12 VPAT

Click here for Hyena v11 VPAT

Click here for Hyena v10 VPAT

Click here for Hyena v9 VPAT

Click here for Hyena v8 VPAT

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