Here at DownStream, we take pride in supplying our
customers with outstanding technical support. With a valid support
contract, product updates are just a click away, 24-hours a day,
seven days a week. Our technical support experts are also eager to
assist you with any problems or questions you might have. Simply
contact them by calling 408-971-2241 or email
support@downstreamtech.com.
License Transfer Policy
DownStream will allow customers ON MAINTENANCE to transfer
Ethernet licenses from server to server,
or split an existing license amongst multiple servers at no cost, with a limit of one new license per year. If a second
license in the same year is required, there is a $200 fee associated with the 2nd transfer. Customers who are NOT on
maintenance may transfer a license for a $200 administration fee.
In order to transfer your license, you must complete the
Software License Transfer request form. Once DownStream receives this information,
we can start the license transfer process. Please fax the Software License Transfer form to DownStream at (508) 481-0362. We will contact you
upon receipt of the transfer form. If you have any questions regarding this policy and procedure, please contact us at
customercare@downstreamtech.com or call (508) 970-0670. Thank you.
Key Replacement Policy
DownStream has two scenarios for Key Replacement, Defective Devices or Lost (or Stolen) Devices. You will
see these along with their procedures outlined below. If you have any questions, please feel free to contact us immediately. Thank you.
Defective Device
If you have a defective security device (hardware key), DownStream will send a replacement. We will over night it,
free of any charges, if your maintenance agreement is current. Not on maintenance? Fees will apply. In order to verify your key is defective,
please contact Technical Support at (408) 971-2241.
Lost or Stolen Device
DownStream is not responsible for the replacement of missing (lost or stolen) security device. Please contact us immediately if you have this problem.
