Purchasing & Licensing FAQ

A Unique Purchasing Model

Conex is different from most companies when it comes to how we sell software. Our goal is to build incredible, affordable software that people can try before buying. To do this, we rely on a slightly different sales model. Here’s what makes it different:

  • No pushy enterprise sales team.
  • Free and fully functional install or hosted evaluations that include technical and sales support.
  • A huge library of online resources to help your evaluation, including recorded demos, sandbox tours, documentation, and common questions, all available 24/7.
  • Professional Services can be found in our Conex Partners Program.
  • One common End User Agreement that covers all our products.
  • Quote generation and purchasing are conducted through our easy Quote & Order Form.

We’re here to help at any time, so please contact us.

Evaluations

1. Can I evaluate a product for free before purchasing it?

Conex Server - You can evaluate a product for 10 days before purchase, allowing you to see and use Conex software before you proceed with a purchase. Conex provides a fully functional server version of each Conex product for evaluation. What you’ll be using during your evaluation is what you’ll be getting when you buy.
All installed evaluations include access to our technical support resources. Evaluation keys are for the highest user tier available and are compatible across stand-alone product/apps user tiers and license types.

Conex Cloud- Conex offers fully functional evaluations of our Cloud products for a period of 10 days. When your evaluation expires, you can continue using Conex Cloud by adding a credit card from your My Conex account. Should you opt to discontinue use of our Cloud services, we do not offer refunds, because we do offer evaluations for our product.
Although Conex Cloud evaluations include access to Technical Support, please note that we do not provide data backups for Evaluations, only for monthly and annual subscribers.

2. How is the software distributed?

Conex has adopted the Electronic Software Distribution (ESD) model. Consequently, software is available only via HTTP download. Conex does not distribute any software on CD, DVD or as a shrink-wrapped product. As all commercial and academic licenses include 12 months of software maintenance (support and updates), the ESD model is the best way to stay up-to-date with the numerous software releases made available to you.

3. After I purchase a license, do I need to reinstall the software?

There is no need to reinstall your software. Your existing installation can be updated by copying your purchased license key into the 'License Details' page of your product’s administration console.

Ordering

1. What is the process for ordering Conex products?

All orders are placed via the secure online Quote & Order Form. If you are a reseller, please check the box marked "I am a reseller purchasing on behalf of my customer" during the checkout process. Once that is done, a quote or invoice will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by, credit card, paypal, mailed check or direct bank transfer.

License and software downloads (if applicable) will only be made available online when full payment is confirmed.

2. How can I request a quote?

Requesting an obligation-free quote is easy! Just use our Quote & Order Form, which allows you to pay for your software immediately or save a price quote for later. Only quotes submitted through our online form are considered valid, screen prints of the shopping cart are not the same as an official quote.

3. How can I pay an outstanding quote or invoice?

You can pay an outstanding quote or invoice by credit card using our secure online payment form or any of the other accepted payment methods (mailed check, bank transfer). You can find complete payment details on the first page of your quote/invoice, as well as our How to pay page.

4. How can I submit a Purchase Order (PO number) to Conex?

To get started, please complete our secure online Quote & Order Form. On the final confirmation page, check the PO number box to add your PO number. The PO number will appear on your quote or invoice (valid for 30-days). If you already have a quote or invoice, you can update the quote or invoice through your My Conex account via the Orders tab.

Conex is happy to reference a PO number on a quote or invoice for your internal tracking and record keeping. However, we do not accept purchase orders as a form of payment nor the terms and conditions commonly associated with purchase orders. We provide fully functional evaluation licenses for you to use while payment is being arranged. We are able to keep our prices low by offering a standard End User Agreement to all our customers and do not offer commercial credit.

Our payment terms are Net 0-day and we accept payment by bank transfer, mailed check, and credit card. Details can be found on the first page of a quote or invoice. Once payment is received in full, we will issue the license keys and email the nominated billing and technical contacts.

5. Can I request a quote or invoice in a currency other than Euro?

Conex is able to generate quotes in US Dollars (USD), EURO or Algerian Dinar (DZD), however, DZD is reserved for customers in Algeria.

To request a quote in DZD, please Contact Us, and we would be happy to assist.

Algerian Dinar quotes and invoices are calculated using an exchange rate that includes a currency fluctuation margin.

6. How can I make changes to a quote?

Simply log into your My Conex account to edit your quote. Once logged in, select 'Orders' at the top of the page. There, you’ll see all quotes tied to your email address. Click the pencil icon on the right-hand side, and you’ll be able to make any necessary changes. If your quote contains a Cloud subscription or an Enterprise product such as Data Center, please contact us regarding any needed changes.

Software Maintenance

1. What kind of support does Conex offer?

Every Conex Books® plan, has it’s own technical support options :

Starter plan : Email, Knowledge base technical support.

Express plan : Email, Knowledge base technical support.

Professional plan : Email, Knowledge base, Tickets, Live chat technical support.

Enterprise plan : Email, Knowledge base, Tickets, Live chat, TeamViewer, Phone technical support.

Select support Select Support is included in your Conex license and active maintenance, and ensure our support engineers are available during your business hour.

  • Hours of Availability : 9/5
  • Initial Response Time : 2 Hr
  • Support Team : Select Team

Priority Support for Cloud With Priority Support for Conex Cloud, get elevated levels of support to help you speed up issue resolution and keep your critical Conex Cloud systems running smoothly.

  • Hours of Availability : L1: 24/7, L2: 24/5, L3, L4: 9/5
  • Initial Response Time : 1 Hr
  • Initial Response Time (L2) : 2 Hr
  • Initial Response Time (L3) : 1 Business Day
  • Initial Response Time (L4) : 2 Business Days
  • Support Team : L1, L2: Advanced Team L3, L4: Select Team

Priority Support for Server Priority Support for Conex Server ensures your mission-critical needs, Conex Server and Data Center applications scale successfully.

  • Hours of Availability : L1: 24/7, L2: 24/5, L3, L4: 9/5
  • Initial Response Time : 1 Hr
  • Initial Response Time (L2) : 2 Hr
  • Initial Response Time (L3) : 1 Business Day
  • Initial Response Time (L4) : 2 Business Days
  • Support Team : L1, L2: Advanced Team L3, L4: Select Team

Premier Support Premier Support offers our highest level of support, including coverage for all of your Conex applications and 24/7 access to a team of dedicated senior support engineers.

  • Hours of Availability : 24/7
  • Initial Response Time : 30 Min.
  • Initial Response Time (L2) : 2 Hr
  • Initial Response Time (L3) : 8 Hr
  • Initial Response Time (L4) : 24 Hr
  • Support Team : Dedicated Senior Support Team

2. What are the benefits of renewing software maintenance?

Renewing your server software maintenance is entirely optional, but it will ensure your continued access to the following great benefits:
Legendary Support
You’ll continue to receive Conex’s legendary support for another 12 months. Conex’s support is available to you via our online support system.
Software updates
Our products continue to evolve via frequent and significant updates. If you’re after new features, ever improving usability and the latest innovations in issue tracking, active software maintenance ensures you continue to receive all the latest software updates for another 12 months.
Peace of mind
If your team depends on our products for many of its day to day activities, having a guaranteed direct line of contact to a committed support team offers fantastic peace of mind. Renewing ensures that the privileges of software maintenance continue uninterrupted.
Order your renewal today
If you wish to renew your software maintenance, or upgrade your license, simply submit your order using our Quote & Order Form.

3. When does software maintenance start?

  • New license: Your 12-month software maintenance period will commence from the date of payment confirmation.
  • Upgrade: Your 12-month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license.
  • Software maintenance renewal: Your 12-month software maintenance will commence from the expiration date of the previous maintenance period, regardless of when the maintenance renewal was purchased.
Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

4. What happens when the included maintenance ends?

After the first 12 months, your software maintenance will expire and you will no longer be able to receive technical support or software updates. Renewing your software maintenance is done purely at your discretion and can be renewed in advance of your maintenance expiration to ensure uninterrupted access to the support and software updates.
As all commercial and academic server licenses are perpetual, you can use your software into perpetuity. This means the server product will continue to operate in its current state after the maintenance period expires.
Please note: maintenance renewals commence from the date the previous maintenance period expires, regardless of when the maintenance renewal was purchased.

5. Can maintenance dates be synchronized on licenses?

Software Maintenance comes in 12-month blocks. If you have purchased multiple Conex products on different dates, your maintenance renewal dates can be synchronized to the same date, so long as one license renews at least 12 months of software maintenance. To do this, please request a renewal quote by simply clicking the 'Renew' tab in our Conex Store. In the final step of the Conex Store, there is an Additional Details section. Please select that you would like the license keys synchronized with another product. This will flag the quote for review so that a member of the sales team can contact you to update the maintenance dates on the quote. Please be aware it may take 1-3 business days for you to receive the quote.
Please note: Because upgrades and new license purchases include 12 months of maintenance from the date of purchase, they cannot be synced to existing licenses for less than 12 months.

6. How can I purchase a maintenance renewal?

Anyone can purchase or request a quote - all that’s needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being renewed. To order a server product software maintenance renewal, please visit our Quote & Order Form and click on the "Renew" tab*. On the Renew tab, you can renew a product that you are associated with or provide us with the details of the product you wish to renew.
Once that is done, a quote or invoice will be sent via email. If credit card details are not provided through the secure online form, the quote can be paid by mailed check or direct bank transfer. License and any relevant source downloads can be accessed online upon confirmation of payment.
Following payment confirmation, a new license key will be issued. The Billing or Technical contact can access the license key via their My Conex account. The existing installation can be updated by copying and pasting the new license key into the "License Details" page of product’s administration section.
To request a quote from My Conex:

  • Log into my.Conex.dz, the account page will display.
  • Click the '+' sign of your Conex product being upgraded, your product management screen will display.
  • In the Actions section click "Renew."
  • Select the product to upgrade using the drop down and "Add to Cart.
  • Review the cart and click "Proceed to Checkout."
  • Complete the Licensee and Organization Details in step 3 of the Quote & Order Form then "Continue."
  • Next, select "Pay now via credit card" or "Get a Quote" then "Review My Order."
  • If the order is accurate click "Submit Order."
The quote or purchase confirmation will be sent to the named billing and technical contact(s).
Please note: Customers can hold a maximum of 3 years worth of active software maintenance for a server product. Conex Cloud customers can purchase a 12-month subscription.
*Pricing for software maintenance may be reviewed from time to time. For products whose maintenance is based on an old licensing model, which is no longer available, you will be quoted at the current renewal pricing. At our sole discretion, we may offer a limited-time grandfathering program for server products (not hosted) that we would announce to all customers holding licenses that experienced a change.

7. Conex Support End-of-Life Policy

Conex supports major versions for two years after the first major iteration of that version was released (for example, we support Conex Books® 1.x for 2 years after Conex Books® 1.0 was released).

Managing My Account

1. How do I change the email address on My Conex?

All My Conex accounts use your Conex account email address for the username. You can now update the email address for your account at https://id.conex.dz/manage/change-email.
If you have licenses attached to your existing account, they will be transferred over to your new email address after a successful change.

2. How can I change the billing and technical contacts for my Conex products?

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3. How do I change the credit card for my Conex Cloud subscription?

All Conex Cloud subscriptions are annually.
You must be a site admin to update the credit card for an account on an annual subscription. Site Admins can see and update the credit card for your subscription within the site administration console by going to > Billing > Payment details. From here you can:

  • see the billing contact for your site
  • update the credit card details for your payment
  • update the billing address for your payment
The new card will be charged on the next billing date. If your account is past due, the credit card will be charged once it is updated.

4. How can I update contact information on my Conex account?

Your contact information is managed with your Conex account profile. To update your profile, log into your account, make the desired changes on your profile screen, then click "Save Changes".
If you would like to change the email address of your Conex account, please see the directions above.

5. How can I change or reset My Conex password?

To change your password:

  • Visit id.Conex.dz and log in with your Conex account or My Conex password.
  • To view your profile, click your name in the navigation bar.
  • Click on the "Change your password" link.
  • Enter the current password and new password.
  • Click the "Update" button to save.

To reset your password:
If you’ve forgotten the password for your Conex account or My Conex account, follow these directions to reset it.
  • Visit id.Conex.dz/id/forgotPassword
  • Enter the email address associated with your account, then click "Send New Password".
  • We’ll send you an email with a link that enables you to reset your password.

6. Where can I access my open quotes or paid invoices?

Conex account holders can log into their account and download a quote or invoice, make payment, update PO#, delete quotes, and even make changes to an existing quote. Paid invoices can be found on the "Orders" tab.

  • Log into your My Conex account and click the Orders tab in the navigation bar.
  • In the "Quotes" tab you can download a PDF quote or invoice, make credit card payment, Update PO# or delete the quote.
  • In the "Orders" tab you can see an order’s details by clicking on the '+' and download a PDF of the paid invoice.

Please note: you can only access the orders where you are listed as the technical or billing contact.

7. What happens when I need to reinstall (quickly) on a different system?

Just be careful about any installation/reconfiguration of your system. Please make sure to make a full system backup, keep it in a safe place.

8. What can I do as a Billing or Technical Contact?

Please see our Billing/Technical Contact Roles & Responsibilities page for more information.

9. Can I delete my My Conex account?

Sure! If you’ve confirmed that all of your licenses have been moved to another Billing and Technical Contact, you can close your account via our Close Your Account page.

End User Agreement

1. Our legal department would like to make some changes to your End User Agreement. Is that ok?

Within Conex’s current price structure, we’re unable to make any changes to our End User Agreement. If you consider our pricing model and the costs of creating and managing individual agreements with each of our customers, you can begin to understand our position. Maintaining a standard End User Agreement with all of our customers allows us to focus our resources on meeting our obligations under these agreements. Do keep in mind of course that our End User Agreement has been very carefully authored to be fair to both you and us.
There may be some issues that are not covered here or on the rest of this page. If so, please feel free to contact us.

2. Your End User Agreement refers to the grant of publicity rights to Conex. What does that mean? Can we change that?

Conex lists a small number of our customers on our website as examples of organizations using our software. All other disclosures about our customers (customer testimonials, case studies, etc.) are done so only after collaborating with and obtaining permission from our customers.
If you don’t want us to mention your company name at all, just contact our Customer Advocate Team and we’ll add you to our list of companies requesting not to be party to any disclosures or forms of publicity (including our customer lists on our website).

3. Consent To Assign

In order to reassign your existing licenses to a new entity, please complete our Consent To Assign form. Once completed, provide the form to our Team via the Pricing, Billing & Licensing Contact Form and our Customer Advocate Team will be happy to assist.

Conex Partner Program

1. Is it possible to join the Conex Solution Partner Program?

Indeed, Conex is always interested to hear from like-minded companies looking for compelling synergies.
The Conex Solution Partner Program was established to provide support and incentives to parties interested in selling Conex products and related services to their current and prospective customers. For more information and to submit your application, please visit the Conex Solution Partner page.

2. Does Conex have any Solution Partners in my local area?

You can find a list of our current Solution Partners by region in the official Conex Partner Directory. Alternatively, please contact the Conex Channel Team for a recommendation.

Pricing and Discounts

1. How much do Conex products cost?

Current pricing information is always available on our Product pages:

2. What training solutions are available?

Conex offers instructor-led training courses for Jira, Confluence and Dev Tools. Each course is delivered in our virtual classroom (via WebEx) either privately or publicly. Please visit the Training page for further details.

3. Does Conex offer any discounts?

Our prices are already discounted by 20% off on all plans for a limited time.

For Cloud plans, the normal prices will apply after the first term.

4. Are there any discounts for academic institutions?

Small qualified academic institutions to receive another 7% discount on server licenses, and 5% on the cloud licenses.

5. Does Conex offer reseller discounts?

Conex does not offer any reseller discounts. Discounts are only offered to official Conex Partners.

Payments & Refunds

1. Which payment methods are accepted, and what are your payment terms?

We accept PayPal, MasterCard, Visa, and American Express, we also accept bank transfers or checks.

Conex’s payment terms are strictly Net 0-day. This means that the license key(s) or Conex Cloud subscription will only be made available after full payment is received.

2. After an order has been placed, how and when can the license key and source be accessed?

Access to your license key(s) and any applicable software is provided only after the successful receipt and processing of your payment. Once payment is received, the Billing and Technical contact specified on the order can log into their My Conex account, and view all corresponding license keys.

3. Can I get an upgrade after purchasing a server product license?

Yes, you can request only an upward upgrade of your commercial or academic server license up to 30 days after the original date of purchase. After the 30-day period, standard pricing for upgrades will apply and upgrade will not be available.

To request an upgrade within 30 days of payment, please contact our Sales Team.

4. Can I get a refund for Conex products?

Since we offer a fully features evaluations plans, for our clients, we do not offer a refund for your purchases.

Value Added Tax (VAT) and Goods and Services Tax (GST)

1. Do you apply any VAT or GST to my order?

For the moment, we do not apply any kind of taxes VAT or GST to your orders.

2. How do I update my My Conex (my.conex.dz) account to include my VAT Number, PAN, CIN or GST registration number?

Visit your Conex account profile page. Enter your VAT Number, PAN, CIN or GST registration number in the Tax ID section of "Your Personal Info" and click "Save".

3. How do I update my My Conex (my.conex.dz) account to include my VAT exemption documentation?

Please contact our Sales Team with your exemption documentation and quote number if you would like to apply your tax exemption status to an existing quote.

Licensing

1. How are deployments counted in Conex licenses?

A deployment is, by definition, any entity (library, faculty, campus,...) who the software was purchased for.

2. Would additional licenses be required if multiple instances (entities) of the software were to be installed on a single server?

Yes, additional licenses would be required. Each license permits only the deployment of a single instance (entity) of the software in a single server.

Upgrading Server Licenses

1. What upgrade paths are available?

Upgrade paths and pricing for server products can be found on the tabs to the left of the FAQ page.
Licenses cannot be combined to create custom tiers (e.g., a Starter license and a Express license will not produce a Professional license), and custom tiers are not available for purchase.

2. How can I purchase or request a quote for a server product license upgrade?

Anyone can purchase or request a quote, all that’s needed is the Support Entitlement Number (SEN) and the email address of any current contact for the license being upgraded.
Visit the Quote & Order Form and click on the "Upgrade" tab. Enter the license SEN and email address for a current license contact. Complete the license type, product, existing edition and upgrade to sections then click "Add to cart." Complete Step 2 and 3 of the Quote & Order Form and submit the form. Once that is done, a quote will be sent via email to the billing and technical contacts.
If credit card details are not provided through the secure online form, the quote can be paid by mailed check, ACH (US customers) or direct bank transfer. When payment is received, an email will be sent to the nominated licensee and billing contacts providing details on how to access the license and any applicable source downloads.

3. How do I request a quote from My Conex?

You can upgrade user tiers of Conex software at any time.

  • Log into My Conex, the account page will display.
  • Click the '+' sign of your Conex product being upgraded, your product management screen will display.
  • In the Actions section click "Upgrade."
  • Select the product to upgrade using the drop down and "Add to Cart.
  • Review the cart and click "Proceed to Checkout."
  • Complete the Licensee and Organization Details in step 3 of the Quote & Order Form then "Continue"
  • Next, select "Pay now via credit card" or "Get a Quote" then "Review My Order."
  • If the order is accurate click "Submit Order"

  • The quote or purchase confirmation will be sent to the named billing and technical contact(s).

4. When does my upgraded maintenance begin?

Your 12 month software maintenance will commence from the date of payment confirmation and replaces any active software maintenance of the upgraded license. You will not accrue maintenance forgone from your old license because a new service agreement is entered on a new product with a new license key.

5. Can the maintenance of a license being upgraded be synchronized with other licenses?

License upgrades include 12 months of software maintenance commencing from the date payment is processed and cannot be shortened. Customers can synchronize the maintenance on other licenses to match the license being upgraded. Alternatively, when the maintenance for customer’s other licenses is up for renewal the upgraded license can be added at that time.

Customizations and Professional Services

1. What customizations can be made to the code?

Customers can get more customizable experience, by asking for platform customization for their tools already purchased.
Conex Server: Only customers holders of Conex Server (Enterprise license) can ask for platform customization. Conex Cloud: customers holders of Conex Cloud (all plans) can not ask for platform customization, so we can offer a unique experience for all of our clients.

2. Can I request a feature?

Certainly! As a customer there are different approaches to influencing the evolution of Conex’s products:

  • Vote for an existing issue: Conex runs a public portal allowing customers to submit feature requests. Each time Conex plans the next version of an application, the number of votes for all outstanding issues are reviewed to gauge their popularity. Therefore, by voting for an existing issue you can increase its likelihood of being included in the next planned release. You can search for outstanding issues through the 'Find Issues' search tool. Simply view the relevant issue and 'Vote for it'.
  • Create a new issue: If there are no matching existing issues that reflect your requirements, you can submit a new feature request by creating a new issue, selecting the relevant project (which product your request relates to), selecting 'Suggestion', and then completing the relevant details on the subsequent screen.
  • Customization: All Conex products commercial and academic license holders are granted access to suggestions as part of the terms of the commercial license.

3. Does Conex have a professional services to assist with on-site training, implementation and/or software customizations?

Conex does not currently offer customers any professional services. Consequently, Conex can not formally engage in or formally assist with on-site customer training, implementations or software customizations. Commercial and academic licensees are of course entitled to support and assistance under the terms of their active software maintenance and Conex will always endeavor to provide legendary support under those terms. We do, however, have a number of official Conex Partners who are able to assist with on-site training, implementation and customization requirements.

Source code

1. Is Conex’s software open source?

No, Conex products are proprietary software applications, web applications and mobile applications.
All of our products are under the protection of the copyright law, in all countries.


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