To give you choice and flexibility, we offer three license purchasing options for our core solutions SupportSuite, eSupport and LiveResponse. There are no user or seat limitations on our core licenses.

Owned license

The owned license involves a single, outright purchase. This entitles you to the following:

• One installation of the software, under one domain name.
• Access to the majority of the server-side product source code (with the exception of license related code), allowing you to customize and extend the software.
• Six months of technical support.
• Six months of access to upgrades (future releases of the software).
• The license to use the software is yours forever, with no renewal obligation.

After the initial six months, you can optionally renew your access to technical support and upgrades for a further six months (costing $49.95, subject to change). You can continue to use your software without making this renewal, and you can choose to renew at any point in time.

Leased license

Our licenses can be leased monthly or yearly (the latter at a discount). A leased license entitles you to the following:

• One installation of the software, under one domain name.
• Technical support for as long as your lease is active.
• Access to upgrades (future releases of the software) for as long as your lease is active.
• The license for your installation is only yours for as long as your lease is active.

Unlike owned license customers, leased customers do not have access to the server-side software source code (it is encrypted).

Hosted support desk

We offer a hosted service for a monthly or yearly fee. We will handle the maintenance of the web server and the installation of your chosen support desk solution (and future upgrades) for a subscription available monthly or yearly.

Find out more about our hosted support desk services.

More information

Upgrading and changing your licenses

Changing between Kayako eSupport, LiveResponse and SupportSuite is simple. As long as you have the correct license, you can change without needing to reinstall your support desk. Our automated installation script will take care of the transition.

• Owned licenses: It is possible to upgrade your owned license for Kayako eSupport or LiveResponse to SupportSuite and pay only the difference.
• Leased licenses: It is possible to change your leased license to or from any of our products and pay an adjusted monthly or yearly subscription fee.

Add-on products and desktop applications

Each of our add-on products are licensed per machine (or per device). For example, one Kayako SyncWorks license entitles you to install the application on one computer (regardless of the number of users of that computer).

We offer a discount for bulk licensing of our add-on and desktop application products. If you are interested, please contact our sales department who will be happy to discuss your requirements.

Access to support and upgrades

How long you have access to technical support and future releases of Kayako software depends on your license.

• Owned licenses: Comes with 6 months of support and upgrades. The renewal is optional, and costs $49.95 for a further 6 months.
• Leased licenses: You have access to support and upgrades for as long as your license subscription is active.

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