Process de commande (FAQs)

A: We recommend ordering online and paying with your credit card because this is the fastest option! To do so please visit the Paessler Software Store, choose a product and click the Add To Cart button. Fill out the upcoming form, choose payment method "credit card" and follow the instructions. Your card will be charged immediately and you will then usually receive an invoice and your license key by email in a few minutes.

A: If you wish to order online and pay by bank transfer or check, please visit the Software Store homepage, choose a product and click the "Add To Cart" button. Fill out the upcoming form, choose the desired payment method, and follow the instructions. You will receive an invoice by email. Please pay this invoice to the Paessler bank account  or send a check over the amount as stated on the invoice.

Important: We will send you your license key as soon as the payment is received, so it can take several days to receive the license key due to the time it takes to transfer the money to our account.

A: Please visit the Software Store homepage, choose a product, and click the "Add To Cart" button. Fill in your contact data on the following page and choose "Purchase Order" as payment option and follow the instructions.

Please note, that we can only accept fax orders from corporates or government agencies, but not from private persons.

A:

We accept purchase orders from corporate customers and government agencies only. Please send or fax your purchase order to:

Paessler AG
Burgschmietstrasse 10
90419 Nuremberg
Germany

Fax
Germany: +49 911 309 3064
USA: +1 914 462 3255

Important: Please supply the following information with your purchase order, so we can process your order quickly:

• Official order by fax or letter with the letterhead of the company/ organization.
• Authorized signature.
• E-mail address for electronic delivery.
• Product name and product ID (and if you wish to have the software delivered on CD-ROM, plus $49.95 incl. shipping).
• Correct unit price and also the correct total price.
• Coupon code (e.g. for an upgrade).
• The company name the software shall be licensed to.

A: To make your purchase of our products as seamless as possible, Paessler partners with software companies from all over the world. This partner network makes it easy for you to find out more about Paessler products and to purchase your license locally. Please find your nearest partner in our Worldwide Partner Network.

A: In our Support Center we explain how we handle upgrades and updates.

You can also visit the Paessler Update Center and login with your e-mail address you used during the purchase to receive all promotional offers and upgrades, which apply to you.

A: Yes, you can always upgrade to higher edition licenses within one product family at the price difference of the two licenses (at time of the new purchase). To receive a coupon code for your discounted upgrade order, please login to our Updates Center or write to sales@paessler.com stating the license you are using now, which license you want to upgrade to, and, if available, the order number of your original purchase.

A: When purchasing a license you receive 12 months of Software Maintenance.

During the time of this Software Maintenance

• you can log in to download the latest version for free at any time (this includes all bugfixes and all new versions of the product that you have purchased).
• you are entitled to receive priority email support via our support-ticket system.
• you can log in to re-request your license key for free at any time.

The Software Maintenance can be renewed after one year. The price will be 25% of the current list price of the original license, in effect when the renewal is ordered. For your convenience, we will give you advance notification by e-mail before your maintenance plan expires.

Please note that after expiration, you will no longer be able to download the software or new versions from our website. When you extend your Software Maintenance plan we sum up the total maintenance packages and calculate the duration from the time of the initial purchase of the license on.
In the case of support issues, priority is always given to customers with maintenance contracts.

A: We deliver electronically (ESD). That means that you will receive an e-mail with your license key(s) and the download URL(s). 
You can also order the optional CD-ROM, which will be delivered through UPS usually within 5 days. The price for the CD-ROM includes worldwide shipping.

A: The Site License of PRTG can be installed on multiple computers at one location. The "normal" Enterprise Unlimited License can only be installed on on computer. Both licenses support an unlimited number of sensors per installation.

A: You can find our detailed license terms and conditions, if you click here.

A: If you have questions not answered here, please write to sales@paessler.com. We would be happy to help.