1. Skip to navigation
  2. Skip to content
  3. Skip to sidebar

Milestone Software Upgrade Plan (SUP) explained

Milestone Systems LogoThe recent changes to the rules surrounding the Milestone Software Upgrade Plan (SUP) can be somewhat confusing so we thought to clarify it in a succinct post.

First off the SUP is essentially an agreement with Milestone that will give you access to software updates for the duration of the SUP. The software updates tend to be frequent (3 to 4 times a year) and provide you with bug fixes, additional features, ongoing platform compatibility (e.g. Windows updates) and ever widening camera and device support. SUPs are available for 1, 2, 3, 4 and 5 year periods and can be renewed on expiry.

So far so good. However, the way SUPs are sold is different for the different Milestone software products and that’s what makes it confusing and what we are trying to clarify here.

Xprotect Essential and Xprotect Express (2013 versions)

  • Base License includes a free 1 year SUP as standard
  • Camera License also includes a free 1 year SUP but only when bought with a new base license. A Camera License does not include a free SUP when bought for use with an existing Base License

Xprotect Professional and Xprotect Enterprise

  • Base License does not include a SUP
  • Camera License does not include a SUP either
  • SUPs are not compulsory

Xprotect Expert and Xprotect Corporate

  • Base License does not include a SUP
  • Camera / Device License does not include a SUP either
  • But SUPs for a 1 year minimum period are compulsory with the first software license purchase

Existing software licenses without a valid SUP

Furthermore, and applicable to all Milestone products, if you have an existing software license with no or an expired SUP then the only way you can get a SUP for your license is to buy a 3-year-long SUP (which Milestone has called a 3 year Opt-in SUP). This SUP can be renewed after expiry of the 3 year period as normal.

But note that the grace period for an expired SUP is 60 days. This means that you can renew an expired SUP up to 60 days after the SUP expiry date without the need for buying the 3 year Opt-in SUP, i.e. you’ll be able to renew and choose a 1, 2, 3, 4 or 5 year SUP renewal as normal up to 60 days from the date your SUP expired.

Update from Xprotect Enterprise to Xprotect Expert

Two final points to note. Firstly, we do no longer recommend to buy Xprotect Enterprise. The introduction of Xprotect Expert late 2012 has made Xprotect Enterprise effectively obsolete since Expert is a better, more enhanced product and is the same price. If you are currently running Xprotect Enterprise and have a valid SUP then you can upgrade to Xprotect Expert at no cost (the upgrade is covered by your SUP) and we would recommend you do this.

Secondly, we will always recommend to buy SUPs with Milestone software licenses as the benefits of having the latest updated version of the software far outweigh the cost in this area of technology, which is fast-paced and constantly undergoing change. We only have to think about the amount of change Microsoft Windows is going through, which is the platform Milestone runs on, and the consequences this ongoing change has for your Milestone installation over time.

Still confused or need help with your Milestone software installation? Contact us now. We’d gladly help, offering advice and configuration, commissioning, training and support services.

We are Milestone Advanced Partners with 10 years of experience. As one of the largest Milestone resellers we were awarded Milestone UK Partner of the Year 2013.

Published on February 10th, 2014 by Frank Crouwel

One Response to “Milestone Software Upgrade Plan (SUP) explained”

  1. Sam says:

    Thanks for the clarification Frank. I think you should also mention that buying a SUP for software is not enough. You must also buy a SUP for each camera license you have.

    For example if you had 30 cameras with xProtect Express and you wanted to get 5 year SUP, you must buy the following:
    Express Software SUP for 5 years (includes 2 camera SUP) + 28 camera SUP for 5 years.
    $120 + (28 * 60) $1680 = $1800