Network Access and Support Contract Policies

Last updated: April, 2025

NETWORK ACCESS DEFINITION: Network Access provides access to Source Elements services required to make use of Source-Connect 4.

Access to the global servers and relay networks that make connections possible, reliable, secure and easy.
Access to the latest version updates of Source-Connect, as soon as they are available.
Access to our-world class support team for live support and additional assistance (except in cases where advanced support or coaching is needed).

Network Access is required to log in and use any license, including a Buy-In or subscription. Each Source-Connect 4 license requires its own network access - that is to say, if you own multiple licenses, you have network access per subscription.

Before the release of Source-Connect 4, users who purchased Buy-In licenses were offered a legacy rate for their Network Access plans. This Network Access plan will renew yearly at the legacy rate.

Users who purchased a Source-Connect 4 Buy-In license after the release also require Network Access, which is charged at a yearly rate.

2-day single-use Source-Connect 4 licenses do not include any support. For these cases, support can be purchased separately via the store: https://store.source-elements.com/support.

SOURCE-CONNECT 3 AND SOURCE-LIVE SUPPORT CONTRACT POLICY: a Source-Connect 3 or Source-Live support contract provides initial support for each one of the product licenses or subscriptions that you own. Each license requires a support payment.

Source-Connect Standard licenses include 6 months of software updates for the current major updates (and standard support by telephone and email).
Source-Connect Pro and Source-Connect Pro X licenses receive 1 year of software updates and standard support.
Source-Live subscriptions include an initial support contract, and they automatically renew each month.

SOURCE-NEXUS: Source-Nexus subscriptions do not include support. You can purchase support separately via the store using the following link: https://store.source-elements.com/support. You can still contact support via email at support@source-elements.com for basic troubleshooting and licensing issues.

One-Time Support Level Tiers

We offer three different support level tiers:

Initial support
Advanced support
Coaching/Tutoring

There are also self-directed online courses, workshops, and yearly system checks. You can find more information about those at the end of this article in the “Related Links” section at the bottom of this article.

What kind of help do you need?

Support FAQ

USING THE SOURCE ELEMENTS SOFTWARE WITHOUT A CONTRACT: You can absolutely use our legacy products (like Source-Connect 3) or Source-Nexus and Source-Live without a support contract. Your right to use your software licenses will never expire (unless it is a subscription license) and you will also retain at least the functionality that exists with your current version. You will still be able to access support by email. Additionally, you'll always have access to our automated testing services such as the online 'echo' service and the PortChecker.

LICENSE REPLACEMENT FOR SOURCE-CONNECT 3 OR SOURCE-NEXUS LICENSES: License replacement is necessary when you have activated your license on an iLok dongle and can no longer access it. This can be due to it being lost, broken, or stolen. If you have a subscription, it can be replaced at no charge. For non-subscription licenses, or licenses with no associated support or network access, there is a $40 replacement fee. For more information on iLok and iLok authorizations, please visit this help article.

SOFTWARE UPGRADES AND MAINTENANCE: Source-Connect 4 users with Network Access receive the latest version of Source-Connect as soon as it is available. For previous versions (3.9 and 3.8), all ongoing support contracts receive free same-version upgrades. However, this requires that you have a continuous support contract since the purchase of your original software license. If your support contract lapses for any period of time, you will need to pay the outstanding support fees or purchase the upgrade, whichever is less.

NETWORK ACCESS EXPIRATION: Source-Connect 4 subscriptions have network access included - the only way the network access will expire is if the subscription is paused or cancelled. Once the subscription is active, the network access will be activated as well.

Buy-in license holders will need to have purchased a 1-year Network Access (with the legacy or non-legacy fee) - you will need to renew it on a yearly basis. As a buy-in license holder, if your network access expires, you will notice that you are no longer able to log into the application. If your contract is expired and you would like live assistance, all you need to do is renew your network access contract and you will have full service available.

PAUSING SUBSCRIPTIONS: you can pause your subscription by contacting the support team via email. You will need to include a return date for your subscription - otherwise, you will need to cancel your subscription as detailed below.

CANCELLING SUBSCRIPTIONS: you can cancel your subscription without changing your account information and resume when you're ready. To do so, access your Subscriptions panel and click "Cancel". For more information, please refer to our cancellation policy: “Subscriptions can be stopped anytime. Any time the most recent previous subscription-run is four continuous months or longer, then by request from the user, the initial fee can be removed when starting a new subscription (contact support). If the most recent previous subscription-run is three months or less and a new subscription is started, the initial fee reapplies.”

Listed below are some quick links to help you manage your support or Network Access lifecycle, understand our products more in depth, or answer some of the questions you might already have.

Table of Contents

One-Time Support Level Tiers What kind of help do you need? Support FAQ Related Links