Entrust’s Contract Reinstatement Fee Policy

We are here to share an important clarification of Entrust’s process for reinstating a customer’s lapsed hardware or software maintenance contract with Entrust.

For a variety of reasons, an Entrust customer may not be able to renew and pay for their maintenance contract in time with their contract renewal date. As a consequence, their contract lapses or expires. Many customers may only realize they mistakenly let their contract lapse once they request that Entrust provide support for the software and/or equipment under the contract. In that instance, Entrust cannot provide the requested support for lack of a valid, active contract.

Entrust has the right to suspend any provision of service under a contract that has lapsed or otherwise has not been paid for, and Entrust has the right to reinstate a lapsed contract at its discretion and for an additional fee.

To reinstate a lapsed maintenance contract, the following requirements must first be met:

1. The customer must pay all past-due contract fees up to the date of the reinstatement request (the “Contract Price”) in order to have their contract reinstated as active. For clarity, the Contract Price will be the previous ACV pricing, plus any relevant uplift.
2. Entrust reserves the right to add an additional 20% fee, calculated based on the Contract Price, as a reinstatement processing fee. However, where a contract is more than 6 months past its expiration date and reinstatement is granted, the customer may be subject to payment of (i) the full ACV at current pricing; and (ii) a 40% fee, calculated based on the current ACV. For clarity, in such case, the previous Contract Price may not be honored.
3. For clarity, no support will be provided until the contract has been renewed.

Reinstatement eligibility is subject to Entrust’s discretion and validation that software and equipment is up to date and that support can be reinstated.

Where Entrust decides not to reinstate the customer’s contract, the customer will be treated as a net-new customer, subject to renegotiated pricing and legal agreements, unless otherwise agreed between the parties.

If you have any questions, please contact your local Entrust representative.