Sales FAQs
Purchase process
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How can I purchase ApexSQL software?
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Online
The best way to purchase ApexSQL software is online, from the
purchase page
Purchase orders
Purchase orders are also available.
Please see purchase
orders FAQs for more information.
Phone orders
Orders can be made over the phone by calling us directly. See our contact page for contact information and hours of operation.
Additional options for international customers (non U.S. & Canadian)
Phone orders can also be made via our purchasing agent, share-it!
- Digital River. Operators are available who speak French, German, Spanish and Portuguese.
Please have product IDs ready.
Purchase orders are available for international customers. Please see
purchase orders FAQs
for more information.
Wire transfers and other payment methods are available during the customer information
step of the online purchase process.
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How long does it take to fill an order or respond to a question?
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- Online orders are filled normally within a few minutes during normal business hours
- E-mail responses are handled within 1 hour typically during normal working hours
- Purchase orders are usually processed by the ApexSQL Sales team within 24 hours
of receipt
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What should I do in case of any problems during purchasing process?
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Please contact us at customers@apexsql.com
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How will the purchase appear on my credit card statement?
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"www.Element5.Info" will
appear on your credit card statement for online ApexSQL LLC orders. You will receive
an order confirmation and receipt by e-mail at the time when your credit card is
charged.
"ApexSQL LLC" will appear for orders processed directly through our office via phone
orders or faxed orders.
Note to those who have found this FAQ via internet search: If you have such a charge
and haven't purchased ApexSQL LLC software please contact
Element5. Your charge was most likely from one of the other
companies Element5 processes payments for.
Administrative items
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What is your federal tax identification number?
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The federal tax ID for ApexSQL LLC is 33-1122087.
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Can I download a W-9 form?
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A W-9 form can be downloaded
here
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Do you charge VAT, state taxes, etc?
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Type of tax
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Online
orders
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P.O.
(ApexSQL)
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Phone order
(ApexSQL)
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Intl. P.O.
(share-it!)
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VAT taxes for residents of the EU
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Yes
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No
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No
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Yes
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State tax for Maryland residents
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Yes
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No
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No
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N/A
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State tax for Minnesota residents
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Yes
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No
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No
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N/A
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All other States in the U.S.
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No
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No
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No
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N/A
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No taxes are charged for any order processed directly through ApexSQL LLC, regardless
of state/country, including purchase orders and direct phone orders.
Online orders and international purchase orders are processed via share-it! - Digital
River and are subject to taxes in some cases (see above schedule).
P.O. = purchase order
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What is your refund policy?
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Since ApexSQL offers fully functional * 14-day (90-day for ApexSQL Edit) evaluation
periods, that reset with each new version, we don't offer refunds on demand.
We will consider requests based on bugs/defects that we can't resolve in a reasonable
period of time, though. We require support information and customer assistance
in our steps to resolve the issue, which will be the primary focus.
Refunds due to lacking features, unsuccessful or partial recoveries for ApexSQL
Log, ApexSQL Recover or other non bug issues that could have been evaluated during
the evaluation period won't be considered.
* ApexSQL Log and ApexSQL Recover have special evaluation restrictions
on data recovery and undo/redo options, in which only every 10th row is recovered.
If, because of this restriction, you are unable to ascertain to some degree of certainty
that you will achieve a successful recovery, we recommend that you don't purchase
the software. We will not offer refunds based on partial or unsuccessful data recoveries.
In certain circumstances, we may offer a partial refund or a refund in kind (e.g.
equivalent dollar amount of other ApexSQL software products) but this will be given
at ApexSQL's sole discretion.
Important information on ApexSQL Log limitations and ApexSQL Recover limitations that may prevent the successful recovery of all data.
Resellers
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I'm a reseller and have a customer who is interested in buying your software. Can
you give me a discount?
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Yes. Please contact sales@apexsql.com for more information.
Other types
of purchases
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Can I purchase with a purchase order?
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Yes. Click here to view purchase order
instructions.
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Can I get a quote?
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Yes, we offer official PDF quotes that can be signed and used as purchase orders.
To request a quote contact sales@apexsql.com
with products, subscription and quantity.
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Can I purchase with a wire transfer?
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Wire transfer is available for international customers.
Please contact sales@apexsql.com or 919-968-8444
for wire transfer information. Note: a $25 fee must be included in the invoice
to cover wire transfer costs.
It can also be accessed via an option in customer information step of the online purchase process. Bank accounts are available in Germany, France,
Great Britain, Finland and Japan.
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Can I purchase directly over the phone?
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Yes. You can call in an order directly to us between the hours of 9 AM to 5 PM eastern
time using this toll free number 866-665-5500 or 919-968-8444 for international
customers.
Option for international (non U.S. & Canadian) customers
You can also call in an order directly via our purchasing agent share-it! - Digital
River using this number +49 221 31088-20. The office is located in
Germany. Operators are available who speak French, German, Spanish and Portuguese.
Please have product ID(s) ready. They can be obtained via the
purchase pages
Upgrades
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What do "upgrades" entitle me to?
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If you purchase a subscription you will get all new major versions
for free.
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How do I get upgrades if they are available?
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The application will alert you to the existence of newer versions of the software
posted on our site and will walk you through an automatic update process.
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I have not purchased a subscription - how will I know if I qualify to receive
the new version for free?
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All minor versions (i.e. 2011.01 to 2011.02) will be free, no matter of subscription
status. Only major versions (i.e. 2010
to 2012) will not be free. You can check
out our upgrade center, to
see your options. Just enter your activation key and click on Submit. You
can also contact sales@apexsql.com
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I have not purchased subscription and a new major version has
been released which won't be a free upgrade. What are my options?
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You can purchase an upgrade to the new version with an existing customer discount.
Contact sales@apexsql.com for current existing
customer discounts and to get an upgrade quote.
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How can I be notified of product upgrades and new releases?
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The software will automatically notify you when it detects a new version. We also offer a News page, product update newsletter that we announce updates on.
Discounts
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I want to buy several ApexSQL products. Are any discounts available?
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ApexSQL offers several discounted bundles.
Please see the purchase pages,
for more information.
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Are there discounts for purchases of multiple licenses of software?
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Yes, we offer volume discounts. Please contact sales@apexsql.com for more information.
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Can I upgrade to ApexSQL Developer Studio or ApexSQL Universal Studio if I have purchased
one or more products previously?
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Yes, we will calculate the difference of what was paid (regardless of any original
discounts), throughout the order history and current price of ApexSQL Studio to
determine the cost for upgrade. Note: Support
& Upgrades must be the same (if possible).
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I have purchased software before,
if I purchase more can I benefit from quantity discounts?
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Yes, we will calculate the difference of what was paid, throughout the order history
and current quantity discount for the total number of licenses.
Note: Support & Upgrades must be the same (if possible).
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Do you offer discounts for academic, non-profit, governmental or charitable organizations
or associated individuals?
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We offer discounts to educational institutions (schools, colleges and universities)
and students, non-profit organizations, charitable non-profit organizations and
government agencies. To qualify for the discount, please contact
sales@apexsql.com
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Do you offer competitive upgrades?
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Yes, we do offer competitive upgrades, with the proof
of purchase of competing product (pdf invoice, fax of invoice or even screen shot
of About form). Please contact sales@apexsql.com
for more details.
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Do you offer site/company-wide licenses?
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Yes, we offer site licenses. Please contact sales@apexsql.com for more information.
Subscription
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What is included in a "subscription"?
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A subscription includes phone support and
free major upgrades
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Will I be notified that my subscription is about to expire?
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Yes, you will be notified at least one month before your subscription is due to expire by email with an offer to renew your subscription.
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If I let my subscription expire, can I renew it at a later date?
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No, but we offer discounts on new licenses to all existing customers. Please contact sales@apexsql.com for more information.
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How can I renew my subscription?
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You may renew your subscription at anytime. Email customers@apexsql.com to check on renewal anniversary and get renewal options.
Licenses and activation keys
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What types of license paradigms are available?
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Per User
With PER USER licenses, the software is licensed for use by a single user only on a single computer. This applies to Client tools, Addins and APIs
Per Server
This allows the software to be activated on a single server and may be used by multiple USERS. This applies to Server tools
For more information on the license types please review EULA
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What types of licenses are offered?
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Individual license
For LICENSED PER USER software, an INDIVIDUAL LICENSE is for the use of a single
user only. For LICENSED PER COMPUTER software, an INDIVIDUAL LICENSE is to be activated
on a single COMPUTER only for the use of multiple USERS.
Site license
A site license can be activated on an unlimited number of COMPUTERS and can be used
by an unlimited number of USERS. Both COMPUTERS and USERS must be at a single geographic
work site. A single geographic work site is defined as one or more locations that
are not physically separated by more than 1 mile/1.6 Km.
Enterprise license
An enterprise license can be activated on an unlimited number of COMPUTERS, used
by an unlimited number of USERS and has no geographical limitations.
Note: For all license types, USERS must belong to a single entity or employed
by the LICENSEE or the licensed company; COMPUTERS must be owned/leased/controlled
by the LICENSEE or the licensed company.
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Where can I get a copy of the EULA or license agreement?
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A license agreement may be downloaded
here
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What happens if I lose my activation key(s)?
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Contact customers@apexsql.com with your name,
e-mail address and order details as necessary.
Delivery
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What exactly will I receive if the product is delivered by e-mail?
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You will receive an order confirmation e-mail that will include the
activation key(s), purchase reference number, payment confirmation and
invoice. The confirmation also includes contact information for billing, service
and support.
Evaluations
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Can I obtain evaluation copies? If yes, what are the
restrictions?
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Yes, we offer evaluation copies that are fully functional *. The only restriction
is the 14-day (90-day for ApexSQL Edit) evaluation period. The software will cease
to work at the end of the 14-day (90-day for ApexSQL Edit) period unless activated.
* ApexSQL Log and ApexSQL Recover have special evaluation restrictions on data recovery
in which only every 10th row is recovered.
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How can I extend my evaluation?
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Send a request along with your hardware ID to customers@apexsql.com.