This page covers the most frequently asked questions related to the licensing and purchasing of KnowledgeTree. If you have a question that is not answered below, please contact our sales team.
- How much do KnowledgeTree products cost?
- Can I request a quote?
- What is the process for ordering KnowledgeTree products?
- Can I request a Quote/Invoice in a currency other than US Dollars?
- Can I purchase by submitting a purchase order?
- Which payment methods are accepted, and what are your payment terms?
- What are the details for Wire Transfer?
- I am in Europe, will your bank transfer details work?
- How can I pay an outstanding Quote/Invoice?
- Are there any volume discounts if I purchase a license for a large number of users?
- Are there any discounts for government organisations?
- After I purchase a license, do I need to reinstall the software?
- How is the software distributed? Will I receive a CD-ROM or shrink-wrapped product?
- After an order has been placed, how and when can the license key be accessed?
- Is the KnowledgeTree source code available?
- Can we get a refund or perhaps have an acceptance period in case we are not happy with the product?
- Are there any applicable taxes?
- What happens if I decide not to renew my subscription?
- How often are new versions of the product released
- Can I request a new feature?
- Can I upgrade at a later date to a different product tier?
- What is software support?
- When does my software support start?
- What happens if I need support during the evaluation period?
- What is the process for logging a support issue?
- How does the KnowledgeTree licensing model work?
- What sort of SLA do you offer with your hosted edition? (KnowledgeTreeLive)
- Would additional licenses be needed if the software is deployed on a development server or staging server for testing purposes?
- Would additional licenses be required if multiple instances of the software were to be installed on a single server?
- What are the conditions for a KnowledgeTree Academic Pricing Discount?
- Our legal department would like to make some changes to your End User License Agreement (EULA). Is that ok?
- Your EULA refers to the grant of publicity rights to KnowledgeTree. What does that mean? Can we change that?
- The EULA is governed by the laws of the United States of America. Can we remove this or change this?
- Do I get access to the source code? What customizations can be made to the code?
- Does KnowledgeTree offer product training?
- Does KnowledgeTree have a professional services team who can assist with on-site training, implementation and/or software customizations?
- Does KnowledgeTree offer reseller discounts?
- Is it possible to establish an OEM or reseller relationship with KnowledgeTree?
- Does KnowledgeTree have any partners in my local area?
- Who can I ask about other questions not addressed here?
Purchasing
New Releases and Upgrades
Software Support
Licensing
End User License Agreement
Customizations and Professional Services
Partner Program
More Questions?
- How much do KnowledgeTree products cost? Current pricing information is available online from our website at http://www.knowledgetree.com/store KnowledgeTree on premise editions are sold as an annual subscription that includes support and new product releases. KnowledgeTreeLive is sold as a monthly subscription service.
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Can I request a quote? Email sales@knowledgetree.com to request a quote. You will need to provide the following details:
- The number of users who will require access
- The product type and tier e.g. Live or On-Premise Basic, Plus or Premium
- Your full company name, address and contact details.
The sales team will email you a formal Quote/Invoice. Note: if you are renewing or upgrading a license, please include a note with the email address of the current license holder and the license's creation date.
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What is the process for ordering KnowledgeTree products? You may confirm your order in the following ways:
- Send a Purchase Order to sales@knowledgetree.com
- Complete an order form and email it to sales@knowledgetree.com
- Accept a quote by signing it and faxing or emailing it back to us.
- Placing an order online through the KnowledgeTree secure store – please contact sales@knowledgetree.com to provide you with details.
The Quote/Invoice can be paid by direct bank transfer. You will receive a temporary license. Your full license will be provided once we have received your funds.
If you purchase through the online store using your credit card, you will receive the license immediately we get notification that the transaction has been successful. This typically takes 24 hours.
- Can I request a Quote/Invoice in a currency other than US Dollars? The only currency that KnowledgeTree can issue a quote or invoices is US Dollars.
- Can I purchase by submitting a purchase order? We are happy to receive your Purchase Order as confirmation of your order. You will receive a temporary license and a full license when we receive payment. You may submit a Purchase Order by email to sales@knowledgetree.com or by fax to 1 415 4493595. Note: if you are renewing or upgrading a license, please include a note in the order form with the email address of the current license holder and the license's creation date.
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Which payment methods are accepted, and what are your payment terms? KnowledgeTree accepts the following payment methods:
- Direct bank transfer
- Check posted to the address on the payment terms form that you will receive with your invoice.
- Credit card (including MasterCard, Visa or American Express) by arrangement with the sales team.
Please contact the sales team for our bank details.
They also appear in the Invoice supplied to you after an order is received.
KnowledgeTree's payment terms are strictly 7 days. You will receive a fully functional temporary license key to tide you over before payment is received in our bank account. You will only be issued your full license once your payment is received.
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What are the details for Wire Transfer? Please contact the sales team for our wire transfer details.
The ABA (routing) number - American Bankers' Association Number which is a nine-digit number identifying number unique to each US bank is all that is required for wire transfer within the US. International wire transfers require both the Swift number and the ABA number
- I am in Europe, will your bank transfer details work? Only European bank accounts issue IBANs. The number we provide in the Quote/Invoice is a SWIFT number which is a worldwide banking industry standard for worldwide funds transfer.
- How can I pay an outstanding Quote/Invoice? You can pay an outstanding Quote/Invoice by direct bank transfer and by check posted to the address specified on the payment details form. Arrangements for credit card payment can be made with the KnowledgeTree sales team. Please see your Quote/Invoice or contact us for payment details.
- Are there any volume discounts if I purchase a license for a large number of users? KnowledgeTree offers a volume discounting on licenses for more than 140 users. Please contact the sales team for further details.
- Are there any discounts for government organizations? Discounts are not offered to government organizations unless you are a provider of primary, secondary or tertiary education, in which case you would qualify for KnowledgeTree’s academic pricing.
- 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 uploading your purchased license key into the 'License Details' page of your product's administration console.
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How is the software distributed? Will I receive a CD-ROM or shrink-wrapped product? KnowledgeTree software is distributed electronically via the Internet. Consequently software is available only via download from our website. KnowledgeTree does not distribute any software on CD, DVD or as a shrink wrapped product.
The electronic distribution model is the best way to stay up to date with the frequent software releases made available to you.
You can download KnowledgeTree's complete software packages from the website at http://www.knowledgetree.com/try-now
- After an order has been placed, how and when can the license key be accessed? On receipt of your order, we will send you a fully functional 30 day license. Once your funds have cleared, we will email you the full license key.
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Is the KnowledgeTree source code available? The KnowledgeTree Community Edition source code is available as part of the download file. For the KnowledgeTree Commercial Editions, the server source code is available.
Please note that the KnowledgeTree Commercial Editions are released under a proprietary license and the use of the code is subject to the KnowledgeTree On-premise Commercial End-User License Agreement 2.4.
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Can we get a refund or perhaps have an acceptance period in case we are not happy with the product? KnowledgeTree does not offer refunds or acceptance periods. KnowledgeTree provides a fully functional version of the software for you to evaluate. Evaluations are for at least 30 days, allowing you to see and use the software before you proceed with a purchase. What you'll be using during your evaluation is what you will get when you buy. In fact activating the commercial license involves simply installing the license key in the evaluation software.
If you need more time to become confident in your decision to move ahead with a purchase, contact sales@knowledgetree.com and we can provide you with an evaluation extension. So please, take advantage of KnowledgeTree’s evaluation policy and be sure the software is right for you and your team before proceeding with a purchase.
- Are there any applicable taxes? Sales tax will be added to invoices for customers making purchases from the following US states: Arizona, Arkansas, Indiana, Iowa, Kentucky, Michigan, Missouri, Nebraska, New York, Rhode Island, South Dakota, Texas, West Virginia.
- What happens if I decide not to renew my subscription? If you decide not to renew your subscription, you will not receive any further support, or new releases and you will be required to remove the KnowledgeTree Tools plug-in from the Plugin’s directory. Please consult the Administration Manual for instructions how to do this.
- How often are new versions of the product released? We aim to release a new major version of the software twice a year. Minor versions are released more frequently i.e. a couple of time a quarter.
- Can I request a new feature? Yes. You may log a feature request in KnowledgeTree support portal at http://support.knowledgetree.com. The product team will consider each feature request when planning the new release cycle.
- Can I upgrade at a later date to a different product tier? You can upgrade between different editions of KnowledgeTree software at any time. To order an upgrade, email the sales team on sales@knowledgetree.com who will assist you with the process.
- What is software support? As part of your subscription you will receive priority support from the KnowledgeTree support team who are committed to assisting you every step of the way. Visit http://www.knowledgetree.com/commercial_support for further details.
- When does my software support start? As soon as you have committed to purchasing the software by sending us a Purchase Order or purchasing online, our professional support team will be available to assist you.
- What happens if I need support during the evaluation period? Contact our sales executives on sales@knowledgetree.com and one of our sales staff will help you with your queries.
- What is the process for logging a support issue? Log into http://issues.knowledgetree.com using the profile issued to you when you purchased your license. Log an issue against the KnowledgeTree Commercial Support project. You will be issued with a tracking number to help you track the resolution of your issue. Visit http://www.knowledgetree.com/commercial_support for further details.
- How does the KnowledgeTree licensing model work? KnowledgeTree works on a per user license model. The issued license caters for a defined number of users.
- What sort of SLA do you offer with your hosted edition? (KnowledgeTreeLive). KnowledgeTreeLive is an on-demand offering that runs in the Amazon Elastic Compute Cloud (EC2™), a commercial hosting service provided by Amazon Web Services, LLC (AWS™). As a customer of AWS, KnowledgeTree has agreed to the EC2 service level agreement (SLA) and, in turn, offers that same agreement to KnowledgeTreeLive customers. Clearly, we are unable to provide a higher level of service to our customers than what AWS provides us. The EC2 SLA states, "AWS will use commercially reasonable efforts to make Amazon EC2 available with an Annual Uptime Percentage of at least 99.95% during the Service Year." For the full text of the EC2 SLA, and definition of terms, please visit http://aws.amazon.com/ec2-sla
- Would additional licenses be needed if the software is deployed on a development server or staging server for testing purposes? Customers who have a valid server license may request a developer license for testing purposes on development or staging servers. If multiple instances are required for use in production, additional server licenses will need to be purchased. Any unauthorized use will be considered to be a violation of the End-User License Agreement. KnowledgeTree reserves the right to remedy the violation and pursue legal action. To request a server license, please contact our sales team on sales@knowledgetree.com
- Would additional licenses be required if multiple instances of the software were to be installed on a single server? Yes. If multiple instances are required for use in production, additional server licenses will need to be purchased.
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What are the conditions for a KnowledgeTree Academic Pricing Discount? KnowledgeTree offers a discount of up to 50% for large academic institutions. The following organizations are eligible for a KnowledgeTree Academic Discount:
- Educational institutions: Public or private K-12 Schools, vocational schools, correspondence schools, junior colleges, colleges, universities, or scientific or technical schools that are accredited by a national accrediting agency.
- Administrative offices & boards of education: Provincial, district, regional, national and state administrative offices and authorities of the Educational Institutions defined above.
- Public libraries
- Public museums
- Home-school programs
- Training and teaching organizations that are accredited by a statutory government qualifications body.
- Our legal department would like to make some changes to your End User License Agreement (EULA). Is that ok? Unfortunately, within KnowledgeTree's current price structure, we're unable to make any changes to our EULA. Maintaining a standard EULA with all of our customers allows us to focus our resources on meeting our obligations under these agreements. You can imagine the overhead if we had to maintain a customized EULA for each customer.
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Your EULA refers to the grant of publicity rights to KnowledgeTree. What does that mean? Can we change that? KnowledgeTree lists a selection 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 only after collaborating with and obtaining permission from our customers.
If you don't want us to mention your company name at all, just let us know and we'll 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).
- The EULA is governed by the laws of the United States of America. Can we remove this or change this? We can understand the desire to engage in any litigation in a local and familiar legal system. For many of the same reasons, we feel the same way too. Although we can't change this clause, we can say that US legal system is a world class legal system and will offer protection and justice should the situation arise. That said, we have never entered into any litigation with any of our customers.
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Do I get access to the source code? What customizations can be made to the code? KnowledgeTree Community Edition customers get access to the complete source code and can make whatever changes they see fit as long as they comply with the GPLv3 which amongst other things, requires redistribution of enhancements. KnowledgeTree Commercial Edition customers get access to all of the source code except the code for the KnowledgeTree Tools. As you can imagine, customizations to the code make it difficult for us to support your installation. We can't easily establish what you have changed and how the change has impacted the stability of the product. If you want to extend the KnowledgeTree application, we suggest you use the Plug-in API documented on the project wiki.
If you want to integrate another application with KnowledgeTree, we suggest you use the web services API which is described at http://wiki.knowledgetree.com/SOAP_Web_Service_Functions
If you require changes, additions or enhancements to the product or integration with other systems, please contact our sales team as we may be able to assist you directly or refer you to a partner to do the work.
- Does KnowledgeTree offer product training? We pride ourselves on having a product which is easy to implement and use. If your organization does require training, please speak to a sales representative about your training needs and we will organize focused training with one of our product specialists to address your requirements .
- Does KnowledgeTree have a professional services team who can assist with on-site training, implementation and/or software customizations? We have an extensive partner network and where possible we get our partners involved in on site implementation projects. Speak to our sales team who will suggest a suitable partner to assist you.
- Does KnowledgeTree offer reseller discounts? Official KnowledgeTree premium and small business partners are paid a commission for selling KnowledgeTree to their customers. Have a look at our partner program for further details.
- Is it possible to establish an OEM or reseller relationship with KnowledgeTree? Indeed, KnowledgeTree is always interested to hear from companies looking for synergies who qualify to join our partner program. The KnowledgeTree Partner Program was established to provide support and incentives to parties interested in selling KnowledgeTree products and related services to their current and prospective customers. For more information and to submit your application, please visit the KnowledgeTree Partners page. If you are interested in discussing OEM licensing possibilities or other 'out-of-the-box' partnership opportunities, please contact the KnowledgeTree Sales team directly.
- Does KnowledgeTree have any partners in my local area? You can find a list of our current partners by region in the official KnowledgeTree Partners Directory. Alternatively, please contact the KnowledgeTree sales team for further details.
- If you have a question that is not answered here, please feel free to contact us on sales@knowledgetree.com.
