Products and Solutions
 EMA® Mail
 EMA® Cyber Defense
 EMA® Print
 EMA® Scan
 EMA® File
 EMA® Voice
EMA® for SAP Solutions
 SAP Metadata
 SAP Live Migration
 SAP Scan
 S/4 HANA Relief
ARTEC SMART Integration Tools
Firegate VPN
eDiscovery Solutions
Case Management
VSTOR® Vault
 Product Details
 Object Storage
ARTEC Cloud Solutions
 Cloud Models
 Managed Services
 Microsoft 365
Mailserver migration
Microsoft 365 tips
EMA® is Easy to Use
Data Formats
Protect Your Investment
Comprehensive Archiving
Storage Technology
Data Security Concept
Protection Against Cyber Attacks
Big Data - Knowledge is Power
Software Architecture
Single Sign-On
Folder Synchronization
User Access
Full-Text Search
Backup and Recovery
ANA Server
Trusted EMA®
Hot Standby
Digital Signatures
Attributes and Metadata
Department archives/Linking
Federated Search
Retroactive Archiving
WAN Synchronization
EMA® DeDup Server
EMA® App
Outlook extension
Good to Know
Legally Compliant Archiving
Protecting Personal Information
Why WORM Is No Solution
Problems with certifications
Stubbing - (Not) A Solution
Who Uses EMA®?
Why Bother with Archiving
Benefits of an Appliance
Dealing with private e-mails
Laws and Regulations
Overview of the Most Important Regulations
General Data Protection Regulation (DSGVO)
Right to be "forgotten"
Events and Webinars
Press Releases
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Partner Program
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ARTEC Promotional Program
ARTEC Expert Network
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Software Subscription & Warranty
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Terms and Conditions
Protected Trademarks and Patents
Information for Investors
Privacy Policy
Corporate Information

Software Subscription & Warranty

ARTEC Software Subscription

The software subscription is an essential component of the ARTEC systems and essentially contains the following services for the duration of the contract:

  • Access to the ANA digital signature service with date and time stamping for all archived e-mail messages, documents, and log files. Available around the clock, 24/7/365.
  • Free software updates to the latest version using our automatic update service.
  • Technical support directly from the manufacturer: assistance from our multilingual support team is available by phone 5x7 (Mon-Fri from 9:00 AM to 5:00 PM), as well as by e-mail, web and fax.

Our support team makes every effort to provide an initial response to a support request within one working day. For technical reasons, software subscription extensions are always linked to the existing software subscription and also extend to all standby devices belonging to the same EMA® system. In order to avoid a digital signature gap and loss of compliance, and to always be up-to-date with the latest AOS firmware version, we recommend keeping the software subscription active. Service Subscriptions can be purchased for periods between one and five years and do not auto-renew.

We also offer an additional maintenance contract with monthly status reports that provide information on many important system parameters. These include memory utilization and network load, system temperature, free space on archive and backup storage, etc.

ARTEC Hardware Warranty Extensions

All of our products come with a one-year limited hardware warranty from the date of delivery for the hardware. A hardware warranty extension for up to five years can be purchased together with the initial appliance order. A post-purchase hardware warranty extension is also available, but usually not economically viable and not recommended by us.

Customers with an active software subscription can benefit from fast and simple appliance hardware replacements if a qualified problem analysis points at a hardware defect. Without an active software subscription, warranty processing is handled on a case by case basis.

Replacement Appliance and Hardware Upgrade

Upgrades to current appliance hardware platforms or larger appliance models are possible at any time, even without an active software subscription or after the hardware warranty has already expired. The new system takes over the entire configuration and archived content from a previous EMA appliance with minimal effort as the process is largely automated.

EMA also makes it easy to change storage technologies when moving the archive storage location. You can change from CIFS and NFS to VSTOR® Vault, to iSCSI to FC, or to any other supported storage technology added in the future. If a hardware defect occurs after the hardware warranty has already expired, you can take advantage of discounted hardware upgrades when purchasing a new appliance. After receiving the upgrade, the previous device must be returned to ARTEC IT Solutions GmbH within 14 days.

The general terms and conditions as well as the price and delivery conditions of ARTEC IT Solutions GmbH apply.

Contacting Support

Phone: +49 (0) 6039 800 99 77
Fax: +49 (0) 6039 800 99 66

Our support can be reached on weekdays from 9:00-17:00 Central European Time.

Phone: +1-855-462-7832 Ext. 2
Fax: +1-678-666-5153

Phone: +82-2-515-3349
Fax: +82-2-6008-3403