Sales FAQs
Purchase process
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How can I purchase your software?
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Online
The best way to purchase ApexSQL software is online
Purchase orders
Please see purchase
orders FAQs for more information
Phone orders
Orders can be made over the phone with a credit card. See our contact page for contact information and hours of operation
International options
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 also available for international customers. Please see
purchase orders FAQs
for more information
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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
- E-mail responses are handled within an hour typically during normal working hours
- Purchase orders are usually processed within 24 hours
of receipt
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What should I do in case of any problems during the 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
If this FAQ has been found via internet search and you have such a charge, but haven't purchased ApexSQL LLC software, please contact
Element5. Your charge was most likely from some other company Element5 processes payments for
Other types
of purchases
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Can I get a quote?
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Sure. We provide official PDF quotes that can be signed and used as purchase orders. To request a quote, please contact sales@apexsql.com with products, subscription and quantity information
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Can I purchase with a wire transfer?
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Yes, wire transfer is available for international customers. Please email us at sales@apexsql.com for wire transfer information
Note: a $25 fee must be included in the invoice to cover wire transfer costs
Wire transfers can also be selected as an option via an option in the customer information step of the online purchase process. Bank accounts are available in Germany, France, Great Britain, Finland and Japan. Please contact us directly if you have any questions
Administrative items
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What is your federal tax identification number?
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Can I download a W-9 form?
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Sure, you can download it
here
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Do you charge VAT, state taxes, etc?
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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
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Type of tax
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Online orders|
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Purchase orders|
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Phone orders|
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Intl. purchase orders
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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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What is your refund policy?
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Since ApexSQL offers a fully functional 14-day evaluation
period, 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 or other non bug-related issues that could have been evaluated during
the evaluation period won't be considered
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 our sole discretion
Tools related to data recovery have special evaluation restrictions, 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
Learn more about 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. Can
you give me a discount?
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Sure. Please contact sales@apexsql.com for more information
Upgrades
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How do I qualify for free upgrades to major versions?
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If you purchase a subscription you will get new major versions
for free during your subscription period
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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 subscription and a new major version has
been released. 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. In addition, you can also subscribe to our newsletter or visit what's new and what's next pages on our website
Discounts
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I want to buy several ApexSQL products. Are any discounts available?
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Sure. 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 a bundle 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 the bundle to
determine the cost for upgrade
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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
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Do you offer discounts for academic, non-profit, governmental or charitable organizations?
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Of course. 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 screenshot
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 do you mean by "subscription"?
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We offer subscriptions for free major upgrades and priority support. With a subscription you can get all of the new major versions for free. Also you can get direct access to our support team via email, WebEx and phone
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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 any time. 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. This applies to client tools, add-ins 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 the EULA
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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 and we'll send them back to you
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, all ApexSQL software is try before you buy. The only restriction is a 14-day evaluation period
Note: Recovery based tools have additional limitations on how much data can be recovered, when using the evaluation version
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How can I extend my evaluation?
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Send a request along with your product name and hardware ID to customers@apexsql.com