Licensing & Purchasing FAQ


Below you will find answers to the most frequently asked questions on Adaxes evaluation, licensing & pricing models, purchase options, and maintenance policy.

Evaluation and Licensing

  1. Can I evaluate Adaxes before purchasing it?
  2. Can I get an extension to my Adaxes evaluation?
  3. Can I see a demo of the product's features?
  4. How is Adaxes licensed?
  5. Can I add more user accounts to my existing license?
  6. Do you offer Unlimited licenses?

Pricing and Discounts

  1. How much does Adaxes cost?
  2. What discounts are available?

Purchase Options

  1. What purchase options are there?
  2. How can I get a formal quote?
  3. What are your payment terms?
  4. What is your refund policy?

Shipping

  1. How will my license be shipped?
  2. How long will it take to ship my order?
  3. How can I download the software if my link has expired?

Maintenance

  1. Do you offer onsite support/setup for Adaxes?
  2. Do you provide training services?
  3. What types of Support Programs are there?
  4. What is Annual Maintenance and Support?
  5. What is your Upgrade policy?


Evaluation and Licensing


Can I evaluate Adaxes before purchasing it?

You can evaluate Adaxes for free during a 30-day trial period. The evaluation license is a fully functional version of Adaxes, no license key is required. What you're using during your evaluation is what you're getting when you buy the licensed product.


Can I get an extension to my Adaxes evaluation?

Evaluation period can be extended for up to 60 days. To get an extension, please email .


Can I see a demo of the product’s features?

You can choose between a Live Demo available on the website and personalized webex presentation with our tech specialist.

Adaxes Live Demo is a web-based remote desktop session. It allows you to try Adaxes right in your web browser. No additional software to download and install, no testing environment to set up.

Webex demo is available upon request. Our host will guide you through the product’s features and capabilities and will answer all your questions at the end. To get a webex demo scheduled, please email .


How is Adaxes licensed?

Adaxes is licensed in packages based on the number of enabled and not expired user accounts in Active Directory domain(s). Here is the tip on how to check the number of user accounts for licensing purposes and how to disable unnecessary ones.

All Adaxes licenses are perpetual.


Can I add more user accounts to my existing license?

All Adaxes users can increase the number of user accounts covered by their license at any time. Upgrade to more user accounts is possible within available packages. The cost of such upgrade is calculated as the price difference between two licenses, plus maintenance for the new license based on current maintenance credit.


Do you offer Unlimited licenses?

There is an Unlimited license option for Adaxes. This license type has no restrictions on the number of enabled user accounts managed by Adaxes. To get a quote for the Unlimited package, please email .


Pricing and Discounts


How much does Adaxes cost?

Adaxes is sold in packages based on the number of enabled and not expired user accounts in your Active Directory domain(s). Current pricing information and available packages can be found on the Licensing & Pricing page. You are also welcome to email with any questions or requests.


What discounts are available?

All educational, government, and non-profit organizations are eligible for a special discount on all product purchases. This discount is available for direct purchases from Softerra only.

There are two additional discount programs: Customer Advantage Program and Customer Loyalty Program.

We also provide a 5% discount on each pre-paid year of Annual Maintenance and Support (up to 5 years).


Purchase Options


What purchase options are there?

Softerra provides three options to purchase Adaxes. You can buy the product online, submit a Purchase Order, or purchase from one of our resellers.


How can I get a formal quote?

A formal quote can be downloaded here.


What are your payment terms?

Our payment terms are Net 30. It means that Licensee shall make all payments in full within thirty (30) days from the date of the applicable invoice.


What is your refund policy?

Adaxes is covered by a 30 day money-back guarantee. All refunds are deemed appropriate in the following cases:

  • A refund request is received before the license key is delivered to the customer.
  • There is a technical problem with the product that can't be resolved within a reasonable amount of time.
Annual Maintenance and Support is a subscription service and is refunded partially based on the number of days used.

A refund procedure is carried out as follows:

  • All refunds for delivered orders must be pre-authorized by Softerra.
  • You should provide us with the information that helps us to identify your order (e.g. online sale #, Purchase Order #, License ID, etc.).
  • If an order is placed online with a credit card, a refund is made to the credit card used for the original purchase. Please allow 20 days for such refund to be processed.
  • Upon receiving the refund, you must destroy all copies of the software already shipped and provide us with a signed Certificate of Destruction.

Products purchased through resellers must be returned to the place of purchase.

Adaxes can be evaluated completely for free to make sure the product is exactly what you need. We encourage all our customers to perform a full evaluation of the product prior to purchasing a license.

Shipping


How will my license be shipped?

Adaxes is shipped via email. To ensure timely delivery, please provide a valid "ship to" e-mail when submitting your PO or placing an order online.


How long will it take to ship my order?

If you choose to submit a Purchase Order, you will receive your license key within 48 hours upon receipt of the PO (Mon-Fri).
If you choose to purchase online, it will take 24 hours for your order to be processed and shipped.

Orders placed on Saturdays, Sundays, or holidays will be shipped on the next business day. If you have not received your product within two days upon placing your order, please email with your online sale number or PO number.

Orders placed through resellers will be shipped within the time frame specified in the applicable ordering document.


How can I download the software if my link has expired?

Your download link expires after 7 days upon the delivery date. To get it refreshed, please email with your License ID or PO/online sale number.


Software Maintenance


Do you offer onsite support/setup for Adaxes?

Our support team helps Adaxes users with installation and implementation remotely. Our support engineers respond within 24 hours on business days, or answer your questions online via the Online Support chat available on the website.

If you require onsite presence or would like a specialist to come to your office to install and setup the product, please feel free to reach out to one of our consultants.


Do you provide training services?

Product training is provided by our consultants. Consultants may also help with complicated setup scenarios that require custom solutions to fit your IT environment specific needs, offer performance advices and any other professional services.

Our motto is "to make the complex simple". To get Adaxes up & running, you will only have to configure it once in a right way - after that, it will require no further effort.


What types of Support Programs are there?

Adaxes users can choose between two support programs: Standard and Premium. Premium support includes a 24-hour guaranteed response during business days, personal support account manager and priority case handling, and comes with the purchase of Annual Maintenance and Support.


What is Annual Maintenance and Support?

Annual Maintenance and Support (AMS) is a support service that allows you to receive new Adaxes versions released during the term of your AMS coverage (365 days) at no additional cost. Besides, you will be assigned a personal support account manager, your requests will be handled before any of the same submitted by Standard support receiving users, and you are sure to get our response within 24 hours on business days.

Annual Maintenance and Support can be assigned to licenses of a current version only.
If your Adaxes license is no longer current or your AMS subscription expired more than thirty (30) days prior to the new version being released, an upgrade fee is required to get the service assigned or reinstated.


What is your Upgrade policy?

Update is an enhancement to the existing Adaxes version that includes improvements and bug fixes based on the community feedback. Updates are provided free of charge.

Upgrade is a major new functional release that requires an upgrade fee. Owners of valid Annual Maintenance and Support (AMS) receive upgrades at no additional cost during the term of their AMS coverage.

Further Questions?