Purchasing – Frequently-asked Questions
Orders & Purchasing
1. Can I request a quote?
Yes. Requesting a quote is easy. Simply request a quote via the secure online order form. The Polarion sales team will email you a formal quote which will be valid for 30 days.
2. Will I receive an invoice?
An invoice is provided to you with each license that you purchase.
3. Are there any discounts for government organizations?
Polarion Software does not offer discounts to government organizations that purchase licenses directly from us. Government organizations who purchase our software from authorized Polarion Resellers mmay receive discounts from the Reseller at the Reseller´s sole discretion.
4. Are there any discounts for educational institutions or open source projects?
All Polarion solutions are available for use in recognized educational institutions for free. The same policy applies to bona fide open source projects. For details please visit the Academic and Open Source Licenses page.
5. Are there any applicable taxes or duties?
Polarion Software operates from Switzerland. Therefore, our Swiss customers will have 7.6% VAT added to their invoices. Polarion Software collects no taxes on software orders electronically distributed to customers outside of Switzerland.
6. What is the process for ordering Polarion products?
All orders for products available for online purchase are placed via the secure online order form on this site.
All credit card purchases will be processed through PayPal. When you are ready to pay, a link on the secure order form will take you to the payment
page on PayPal's secure site. On completion of the credit card transaction, an email will be sent which contains the product download link, your
license key, and an invoice.
If purchasing via check, money order, or bank transfer, you complete the secure online order form requesting one of these payment options. You will
receive a quote containing payment instructions via email, which you may subsequently using your preferred method. You will receive the product
download link, your license key, and an invoice via email as soon as Polarion receives confirmation your payment.
7. Does Polarion accept purchase orders?
No. Polarion does not accept purchase orders as form of payment, nor will Polarion accept any terms and conditions associated with any purchase orders.
Polarion's payment terms are strictly cash only (i.e. 0 day). The license key will only be issued after your payment is received.
However, you may reference your PO number on your quote or invoice for your internal tracking if required. On the secure online order form, there is a purchase order
field for this purpose. When you submit the form, a quote or invoice referencing the PO number, and a license agreement will be sent via email.
8. How can I pay an outstanding quote?
You can pay an outstanding quote via cheque, money order, or bank transfer. Please note that quotes are valid for 30 days from date of issue.
9. Can we get a refund if we are not happy with the product, or have an acceptance period?
Polarion does not offer refunds or provide acceptance periods.
Polarion provides fully functional evaluation versions of its software products. Evaluations are for at least 30 days, allowing you to see and use Polarion software
before you purchase. What you use during your evaluation is what you'll be getting when you buy. In fact, activating the commercial license involves simply replacing
the license key.
Polarion can also provide you with an evaluation extension if you need more time to become confident in your decision to move ahead with a purchase.
You can email us
to request an evaluation license extension. So please! Take advantage of Polarion's liberal evaluation policy and be sure our software
is right for you and your team before proceeding with a purchase.
Support and Maintenance
10. What is software support and maintenance?
All paid and educational licenses include 12 months of software support and product maintenance updates commencing upon the date of license purchase. Beyond the initial 12 month period you may renew your software maintenance. Maintenance renewals commence from the expiration of your active maintenance period, regardless of when the maintenance renewal is purchased. If you intend to renew, we recommend renewing at least 30 days before expiration.
11. When does my software maintenance start?
New Licenses: Your 12 month software maintenance period will commence from the date of payment confirmation.
" 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.
12. Can I purchase more than 12 months of software maintenance in advance?
You can purchase a maximum of 3 years worth of active software maintenance for any one license. Please use the maintenance renewal section of the secure online order form.
13. What happens after the first 12 months? Can I use the software without active software maintenance?
After the first 12 months, your software maintenance will expire and you will no longer be able to access 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.
You may continue to use your Polarion software after the active maintenance period expires, because the license is perpetual. Maintenance renewals commence from the expiration
of your active maintenance period, regardless of when the maintenance renewal is purchased. If you intend to renew, we recommend renewing at least 30 days before expiration.
14. Can I synchronize the maintenance renewal dates on my licenses?
If you have purchased multiple Polarion products on different dates, your maintenance renewal dates can be synchronized to the same date based on the time-value of individual licenses. For assistance with this please email our Sales Team
15. How much does it cost to renew my software maintenance? How can I purchase a maintenance renewal?
| License Pack Size | 1 Year Renewal Price |
|---|---|
| 10 users | $345 (US) |
| 25 users | $625 (US) |
| 250 users | $2500 (US) |
| 2500 users | $3750 (US) |
After Purchase
16. 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 replacing your current license file with your purchased license file in your product installation. The only exception would be if there has been a new release of the software since you installed your copy, in which case you would probably want to update your installation.
17. How is the software distributed? Will I receive a CD-ROM or shrink-wrapped product?
Polarion has adopted the Electronic Software Distribution (ESD) model. Polarion software is available only via HTTP download. Polarion does not distribute any software on CD, DVD or as a shrink wrapped product.
18. Does Polarion offer product training and professional services?
Yes. Please visit the Polarion Services and Consulting page to learn more about the expert professional services and training we offer.
19. Would additional licenses be required if multiple instances 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 of the software in a commercial environment.
Licensing Issues
20. How do I generate a new evaluation license key?
To generate an evaluation license key, automatically sent to you by email, register or log in to your account, and then choose the product for which you want an evaluation license on the product download page, and download the product.
21. How can we add additional Tack & Wiki users? For example, if we have 25 users now and want to add 10 more, could we just buy an additional 10 pack license?
Track & Wiki is purchased is set license packs of 10-users, 25-users, 250-users, and 2500-users. The license packs are cumulative when used on the same server. For example to increase to 35 users from 25 users on same server, you simply purchase a 10-user pack for total of 35. Alternatively, you might purchase a second 25-user pack for a total of 50 users on same server. Each license pack has a unique license key. Depending upon your environment you might have 25 users on one server, and 10 users on a second server.
22. Our legal department would like to make changes to your Software License Agreement (SLA)
Polarion SLA's are in use by more than 750,000 users world-wide. Our SLA's have been very carefully authored to be fair both to you and to us. Maintaining a standard SLA with all of our customers allows us to keep our costs low, focus our resources on developing and supporting great products, and provide low prices to you. Therefore, no changes are permitted to the SLA.
23. Your SLA refers to the grant of marketing rights to Polarion. What does that mean? Can we change that?
Polarion 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 written permission from our customers.
If you don't want us to mention your company name at all, just contact us
contact is
and we will add you to our list of companies requesting to not be party to any disclosures or forms of publicity (including our customer lists on our website).
Still Not Sure? Still Have Questions?
We'll be glad to help. Please e-mail the Polarion Sales Team.
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