[Scott Pederson]

After I posted, I read the Wave (sic) TOS on the new “TLC” program.

I’d rather fill out a rebate coupon, cutting and glueing (sic) a UPC bar code from the box, than to comply with this labyrinth of eligibility requirements. For instance, WAVES will not honor a theft claim in the second half of the annual maintenance contract agreement.

What kind of stipulation is that? After reading the long list of other legal exemptions, you come to realize even if you jump through all their hoops, they have a clause where, essentially, they will come through only half the time during the annual paid contract!

This is quoted directly from the Waves TLC webpage:

https://www.wavesupport.net/content.aspx?id=4077

* TLC is available at no additional cost to V6 bundles with a minimum of 6 months of Waves Update Plan coverage remaining. (TLC is not available for single plug-ins.)

This means that you must have 6 months of WUP remaining for TLC. TLC is elective and not automatic with WUP, meaning that you must ENROLL in TLC with a license that has greater than 6 months of WUP remaining. In no way does it state that you will not be able to file a TLC claim during the last 6 months. If a customer has less than 6 months of WUP remaining and wishes to enroll in TLC, they simply purchase an extension of WUP (and the included TLC).

It should be noted that TLC is not retroactive. You must enroll in order to be covered, just like iLok’s Zero Downtime, which brings me to my next point:

I was always troubled that WAVES opted out of the iLok key replacement program.

iLok’s Zero Downtime only provides temporary licenses that allow a customer to work while they speak with each manufacturer regarding the possibility of replacement licenses. Zero Downtime does NOT guarantee that the licenses will be replaced except in the event of a broken or defective key. There is no mention of any guarantee of replacement licenses for lost or stolen keys – read carefully.

Since Waves will provide replacement licenses for broken or defective keys with the proper RMA information from Pace, there has never been any need for the additional expense of the Zero Downtime program.

The iLok Zero Downtime policy simply guarantees that a covered customer will not experience an interruption in service due to temporary licenses. Any other interpretation is incorrect and misinformed.

The following is taken directly from iLok.com:

The iLok.com Zero Downtime program enables iLok owners to immediately replace licenses in case an iLok is broken, lost or stolen. Benefits of covering an iLok include:

* Immediate replacement of licenses in the event of disaster
* Priority support during replacement event
* Peace of mind

Here’s how Zero Downtime works:

* Sign up for Zero Downtime coverage for each critical iLok you own. You also purchase spare iLoks as needed for emergency.
* When a covered iLok breaks or is lost or stolen, log in to iLok.com and go through the RMA process for the affected iLok.
* iLok.com automatically deposits time limited temporary licenses in your account.
* Using iLok.com, you download the temporary licenses onto a spare iLok. You can now continue to work using these temporary licenses.
* You send us the broken iLok.
* Once we’ve validated the broken iLok, we provide you with permanent replacement licenses in your iLok.com account.
* You put the replacement licenses on your spare iLok. You now have a complete replacement of your licenses.
* If the iLok was defective and under warranty, we send you a blank replacement. You can use the replacement as your spare if you like.

In any event, if any of you professionals out there have questions regarding TLC or anything else regarding Waves, please give us a call. We look forward to speaking with you.

Scott Pederson
Waves
865-909-9200 ext 2