Please note: this information is provided as reference only and comes from Milestone. We do our best to make sure its accurate and up to date. If you find a mistake please let us know. We reserve the right to make changes to this page at any time.
The latest information can be found here: https://www.milestonesys.com/our-services/milestone-care-plus/
Primary Advantages to Care Plus:
• Access to Customer Dashboard
• Smart Connect (easier app setup and deployment)
• Push Notification
• Free access to upgrade to the latest version of Xprotect
• Tech Support through the reseller
Milestone Care Plus General Overview:
Milestone Care Plus enables end-customers to choose the best solution for today and the future. As Milestone adds new functionality to its
products on a regular basis, Milestone Care Plus lets end-customers keep up with every innovation while protecting their initial investment.
Milestone Care Plus grants the end-customer access to new versions of the purchased product, and offers a unique trade-in policy, where the
end-customer receives 100 percent credit for their current Milestone product when upgrading to a newer or more advanced Milestone product.
Milestone Care Plus also gives assess to Milestone’s Connected Serves, which includes:
• Customer Dashboard
• Smart Connect
• Push Notification
How to purchase the service
Milestone Care Plus is purchased is slightly different ways dependent on the type of Milestone product. The service coverage can either be
purchased in injunction with the actual product purchase, or made afterwards as a service opt-in purchase, according to the table below:
To secure Care Plus coverage the service shall be purchased with the XProtect VMS product, or maximum 30 days after the original product
purchase. XProtect VMS customers who wants to join the Care Plus service at a later stage, or re-join after a period without coverage can do so
using the three years opt-in option. There is also a grace period of 30 days from the expiration of an existing Milestone Care Plus coverage, in
which the end-customer can purchase Milestone Care Plus under normal terms.
Opt-in Milestone Care Plus is not available on discontinued products.
Milestone Care Plus coverage in connection with system expansions of an XProtect VMS product
The following section is only applicable to XProtect VMS software products.
Milestone Care Plus is linked to an individual system's base license. Milestone Care Plus for system expansions must be aligned with the main
Milestone Care Plus. When enhancing an existing XProtect system with additional cameras, the end-customer can maintain full Milestone Care
Plus coverage in two ways:
1. Keep the original Milestone Care Plus coverage period
An end-customer can maintain an existing Milestone Care Plus renewal date when purchasing additional cameras, by purchasing Milestone Care
Plus coverage for the additional device licenses on a daily basis (the required amount is automatically calculated by the Milestone online ordering
system). This is useful if the main Milestone Care Plus renewal date is aligned with the end customer’s calendar or fiscal year.
2. Extend the original Milestone Care Plus coverage period
The end-customer can purchase one or more years of Milestone Care Plus coverage when extending an existing system. This Milestone Care Plus
service coverage which will be used to calculate a new and prolonged Milestone Care Plus coverage period for the total system. The new
Milestone Care Plus coverage period is calculated based on the value of the remaining main Milestone Care Plus coverage period and the size and
nature of the system expansion.
If an end-customer does not want to purchase Milestone Care Plus coverage for the system expansion after possible mandatory initial Milestone
Care Plus coverage period, the main Milestone Care Plus will be terminated from the purchase date of the system expansion. Any remaining
value of the main Milestone Care Plus coverage period is not refunded. For details on how to ensure continuous Milestone Care Plus coverage in
conjunction with system expansions, please contact Milestone Partner Service and Sales Support.
Milestone Care Plus coverage in connection with upgrades
Milestone Care Plus coverage is linked to a specific Milestone product. This means that end-customers when upgrading to a more advanced
product, for example when upgrading from XProtect Professional to XProtect Expert must also upgrade their Milestone Care Plus in order to
maintain coverage. To enable easy upgrades between different XProtect products, Milestone credits the price of the remaining unused Milestone
Care Plus coverage period to the price of the new Milestone Care Plus. See also section: Trade-in below.
XProtect Essential and XProtect Express include one year complimentary Milestone Care Plus coverage. If an end-customer decides to upgrade
these products to a newer version or upgrade from XProtect Essential to XProtect Express, the remaining complimentary Milestone Care Plus
coverage will be transferred to the new product. end-customers will not be entitled to receive an additional year of Milestone Care Plus coverage
with the new product.
If an end-customer decides to upgrade XProtect Essential or XProtect Express to XProtect Professional or a more advanced product, the
remaining complimentary Milestone Care Plus coverage will not be transferred to the new product. The end-customer will therefore need to
purchase a separate Milestone Care Plus coverage for the new product.
To see more about all Care options refer to this link: