Software Maintenance FAQs
What does software maintenance include?
During the agreement period in which you pay for software maintenance, you can request a copy of software and Windows hotfixes for the specified ATM terminal at no additional cost.
What are the software maintenance term options?
At time of equipment purchase, you have the option of selecting a 1, 2, or 3-year term on the software agreement. The term determines how long your pricing will be locked in at the current rates.
What documents need to be signed as part of the software agreement?
There are two documents, the NHA Software Maintenance Agreement and the NHA Windows Hotfix Agreement that are both available under the "Forms" link on the TetraLink partner portal. The NHA Software Maintenance Agreement provides updates on Hyosung software and the NHA Windows Hotfix Agreement provides Microsoft Windows security patches.
Who needs to sign the software maintenance agreement?
The software maintenance agreement is signed by the owning entity, not the Hyosung dealer. This is typically the end-user financial institution or an ATM operator in the case of an outsource/managed services installation.
What pricing should be shown on the software maintenance agreement signed by my customer?
For each software maintenance line item, you will put the price you will be charging your customer.
What happens if I do not have a signed agreement on file?
If you do not have a signed agreement on file with Nautilus Hyosung, you will not be able to request a copy of software until the signed agreement is received by Nautilus Hyosung.
Who do I send my signed maintenance agreement to?
Once the agreement is signed, email the agreement to Kelly.Davis@nhausa.com and copy Mark.Currey@tetralink.com.
When does my software maintenance agreement period start?
Software maintenance agreements includes a free 90-day warranty. Therefore, your agreement period begins on the 91st day from the date of purchase. This 90-day window allows time for installation. The first annual renewal then begins at 90 days after the first 12 months of the agreement.
Can I purchase software maintenance at a later date versus at time of ATM purchase?
If you choose not to add software maintenance to your initial ATM order, you will need to purchase within 90-days of ATM purchase to avoid paying software license fees at time of requesting updates.
How are we notified that a new software release is available?
Once Nautilus Hyosung releases new software versions, a technical bulletin will be posted on Tetralink.com and emailed to partners.
Can I select my billing period/date?
Unfortunately, there is not an option to select your billing period. Your billing period will start 90 days after the purchase of the software/equipment.
What happens after my software maintenance agreement period?
After your agreement period expires, you will continue to be billed on an annual basis at the then current TetraLink rate until notifying of cancellation.
When do I have to cancel my software maintenance agreement by?
If you decide to cancel your agreement while under software maintenance, you must give a 60-day notice before your next billing date in order to avoid being charged for the following year.
How does the billing work if I take over an existing contract?
If you are taking over an existing software maintenance agreement from another provider, you will need to send email notification to Mark.Currey@tetralink.com for this to go into effect. You will be then be billed on the anniversary date from when the agreement was originally executed.
What happens if I cancel during the contact period?
If you cancel your software maintenance agreement within the agreement period, you will be responsible to pay the remainder of the agreement period fees.