Sales FAQs
Support and upgrades
How much will I have to pay for renewal next year?
Support and upgrades can be renewed for 25% of the initial purchase price. Please see more about renewal pricing here
Will I be notified that my support and upgrades contract is about to expire?
Yes, you will be notified via email at least one month before your support and upgrades contract is due to expire, with an offer to renew
If I let my support and upgrades expire, can I renew it at a later date?
Yes, but the late renewal prices are higher than early renewal prices (see more about renewal pricing here). Please contact sales@apexsql.com for more information
How can I renew my support and upgrades?
You may renew your support and upgrades at any time. Email customers@apexsql.com to check on renewal anniversary and get renewal options
Can I move my software to another machine?
Sure. You can go ahead and activate it on the other machine. If you have any problems contact us
How can I check if I am eligible to upgrade to the newer version?
Easy, just contact us and our dedicated team will send upgrade options to you right away
Purchase process
How can I purchase your software?
Online
The best way to purchase ApexSQL software is online
Purchase orders
Please see purchase order instructions 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
How long does it take to fill an order or respond to a question?
- 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
What should I do in case of any problems during the purchasing process?
How will the purchase appear on my credit card statement?
"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
Can I get a quote
Sure. We provide official PDF quotes that can be signed and used as purchase orders. To request a quote, please email sales@apexsql.com with products, support and upgrades, and quantity information, or submit an online quote request
Can I purchase with a wire transfer?
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
License and Activation Keys
What is the license model?
All of our licenses are perpetual, meaning they are good forever. Our DBA tools are licensed per SQL Server instance. And our Developer tools are licensed per user (DBA or Developer).
You can learn more about how ApexSQL tools are licensed here
What types of license paradigms are available?
Licensing per user
One user needs one license, despite the number of computers he/she uses. If a single developer works on multiple machines (workstations at work, laptop, home computer), he needs a single license
The number of licenses doesn’t depend on the number of machines or virtualization
Licensing per SQL Server instance
Each SQL Server instance requires a license (e.g. if there are 3 SQL Server instances on a single physical machine, 3 licenses are needed)
The number of licenses doesn't depend on the number of machines, virtualization, or number of users
You can learn more about how ApexSQL tools are licensed here
Where can I get a copy of the EULA or license agreement?
A license agreement may be downloaded here
What happens if I lose my activation key(s)?
Contact customers@apexsql.com with your name, e-mail address and order details as necessary and we'll send them back to you
How soon will you get back to me?
If your e-mail is received during normal business hours, we'll reply in less than an hour
Administrative items
What is your DUNS number?
What is your federal tax identification number?
Can I download a W-9 form?
Sure, you can download it here
Do you charge VAT, state taxes, etc?
No taxes are charged for any order processed directly through ApexSQL LLC, regardless of state/country, including purchase orders and direct phone orders.
Online 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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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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US State Sales taxes for aplicable states
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Yes
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No
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No
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What is your refund policy?
We offer full refunds within the first 30 days of your purchase - if you are unsatisfied with the product based on its bugs or defects that we can't solve in the period of 30-days. Outside of this period (more than 30 days after purchase) any refunds will be at ApexSQL's sole discretion
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
For any additional questions feel free to contact us at sales@apexsql.com
I have changed my contact info, can you do the necessary changes in my account?
Sure. You just need to send us your fresh contact info and we'll make all the necessary changes in your account
Partners and resellers
I am a reseller. Can you give me a discount?
Do you have a partner program?
Yes. Please check out details about our partner program here
Upgrades
How do I qualify for free upgrades to major versions?
In order to qualify for free upgrades to major versions, you need to have a current support and upgrades contract. Please contact sales@apexsql.com for more information
How do I get upgrades if they are available?
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
I have not purchased support and upgrades and a new major version has been released. What are my options?
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
How can I be notified of product upgrades and new releases?
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
I want to buy several ApexSQL products. Are any discounts available?
Are there discounts for purchases of multiple licenses of software?
Yes, we offer volume discounts. Please contact sales@apexsql.com for more information
Can I upgrade to a bundle if I have purchased one or more products previously?
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
I have purchased software before. If I purchase more can I benefit from quantity discounts?
Yes, we will calculate the difference of what was paid, throughout the order history and current quantity discount for the total number of licenses
Do you offer discounts for academic, non-profit, governmental or charitable organizations?
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
Do you offer competitive upgrades?
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
Do you offer site/company-wide licenses?
Delivery
What exactly will I receive if the product is delivered by e-mail?
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
Can I obtain evaluation copies? If yes, what are the restrictions?
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
How can I extend my evaluation?
