Frequently Asked Questions

What is an SMA?

An SMA is a "Software Maintenance Agreement". If you have a valid SMA, you will be able to download and use updates to PerkinElmer products. Updates released after your SMA has expired will not run - you will need to extend your SMA to use them.

 I have an Imaging License Server system, what SMAs do I need?

An Imaging License Server system has one dongle programmed for multiple PerkinElmer products and one SMA expiry date. You therefore need to purchase an SMA for each product license programmed on the dongle in order to renew your SMAs.

How is an SMA enforced?

Every PerkinElmer dongle or key has an SMA expiry date programmed into it. Each version of our software has a build date programmed into it. When the software starts, these two dates are compared to ensure that the SMA is valid for the build date.

I want to add another product license to my Volocity dongle what will happen to the SMA?

Your new license will include 12 months SMA. You will need to purchase additional months of SMA for the licenses already programmed into your dongle so that the SMAs for all the licenses expire on the same day.

What do I get in return for purchasing an SMA?

You will receive an unlock code which extends the SMA expiry date programmed into your dongle or key. This will allow software updates released before the SMA expiry date to run.

I want to add another product license to my PerkinElmer License Server, what will happen to the SMA?

Your new license will include 12 months SMA. You will need to purchase additional months of SMA for the licenses already programmed into your dongle so that the SMAs for all the licenses expire on the same day.

Can I access technical support if I do not have an SMA?

If you are an Openlab customer, you need a valid SMA to access the support desk, irrespective of what version of Openlab you are running. If you are a Volocity customer, the SMA does not directly limit access to technical support, however the help desk can only offer support by email and telephone for the latest versions of PerkinElmer products.

Can I purchase an SMA before the expiry date?

Yes, the new SMA will start the day after the old one ends. It is also possible to purchase several SMAs in advance - this may be useful to customers that need to ensure a fixed cost of ownership for a system over several years.

Do I have to purchase SMAs concurrently?

You don’t have to buy your next SMA concurrently, but if we make a major release during the period when your product license does not have a valid SMA, you will need to buy an upgrade to the new version at a higher charge.

My SMA is about to expire - does this mean that I won't be able to use my system?

You will be able to use your system as normal after the SMA expires. You will however not be able to use software updates released after the SMA expiry date.

I would like to purchase my new SMA - how do I do this?

Please contact sma@perkinelmer.com to obtain a quote. You will need to provide your contact details and your system serial number (dongle number).