CData - Sales FAQs

Below are a number of Frequently Asked Questions related to our products, pricing, licensing, and general purchasing questions. If you have additional questions that are not covered in this list, please contact us at and a member of our sales team will assist you.

 How can I find license and pricing information for Arc products?

You can find pricing, licensing, and part numbers for each product by visiting our purchase page: If you are interested in detailed information about a specific product, simply select the desired product from the Product tab.

 Is Arc Cloud treated differently from Arc in terms of licensing cost?

Arc Cloud shares the same connection-based pricing tiers as Arc. Arc Cloud does not include a perpetual license option -- all Arc Cloud licenses are either a monthly or yearly subscription.

 What type of support options does Arc offer?

  • Standard Support: All of our products come with free lifetime standard support via email on a first-come, first-serve basis. To initiate support, simply fill out the Technical Support Request form and one of our technical support team members will contact you in the order in which your request was received. This form is located at
  • Knowledge Base: Customers can also search the online Knowledge Base which includes commonly asked questions and their answers explained in a simple, straightforward manner in a fully searchable and easy-to-use online format. The Knowledge Base is located at
  • Premium Support: We also offer an Annual Premium Support Contract. This option allows phone support for a single developer, priority in the support queue (you will receive a Premium Support number which will move your issue to the top of the support queue), access to unpublished demos, and limited source code analysis. The Annual Premium Support Contract can be purchased at any time, and the contract will last one calendar year from the date of purchase.

For a more detailed explanation of our support options, please visit

 How long can I use trial versions of Arc?

Our fully functional trial editions allow you to use the software for 30 days. If you are using our development tools, the trials will also allow you to build and test our product within your development environment.

 Are there any differences between Arc trials and Arc Cloud trials?

Arc Cloud trials are 14 days instead of 30, and require submitting a sign-up form to receive cloud credentials over email. The sign-up form can be found via the trial page.

 Can I extend the trial period?

To inquire about a trial extension, please contact our support team through the Technical Support Request form located at

 I am using a trial, but I have some technical and/or functionality questions. Am I eligible for support?

Absolutely. Simply fill out the Technical Support Request form and one of our technical support team members will contact you in the order in which your request was received. This form is located at

 Where can I find the License Agreement for each product?

To find the license agreement for a specific product, use the Products tab, select the desired software, and click on the "License" tab.

Alternatively, you can access the License Agreement by downloading and installing the Help Files in the trial or full version from The License Agreement is the last entry in the help files under Copyright & Licensing.

 What forms of payment do you accept?

Your order can be placed in various forms:

  • Through our secure online order form using a Visa, MasterCard or American Express at
  • By phone at (800) 743-8232 (toll free) or (919) 885-0202,
  • Via wire transfer,
  • Or by company Purchase Order.

For more information, check out this page:

 How can I identify the credit card charge on my billing statement?

The credit card transaction will appear on your bill as "CDATA SOFTWARE".

 How do I place an order via wire transfer?

To pay by wire transfer, please follow these instructions:

  • Request bank & routing information from Arc. You will need to provide your bank with this information in order to initiate a wire transfer.
  • Select the package you want to order and note the price.
  • Complete our standard order form. Please make sure you include an email address and phone number on the order form.
  • In the comments section of the order form, please include any reference numbers the bank will provide you with.
  • We will email you the software immediately after our bank notifies us of the transfer. This may take anywhere from 24 hours to 3-4 business days, depending on how fast your bank sends the wire. Please do not inquire about your order status before making sure that your bank has completed the funds transfer.

Please note that some banks impose additional fees for wire transfers (telegraphic transfers). These additional costs are the responsibility of the purchaser.

 What information do you require on a Purchase Order?

We accept purchase orders from all Fortune 1000 companies. Simply fax the purchase order to (919) 928-5455, 101 Europa Dr. #110, Chapel Hill, NC 27517, USA, or mail it to 101 Europa Dr. #110, Chapel Hill, NC 27517, USA, and include the following information:

  • Bill To information including: Name, Company, Email, Billing Address, Phone Number, and Fax Number
  • Ship To information (cannot be a PO Box) including: Name, Company, Email, Shipping Address, Phone Number, and Fax Number
  • Requestors contact information (if different)
  • A Purchase Order Number that Arc. can refer to when we send your accounts payable department an invoice
  • Product Part Number, & Product Name, Product Price, and Quantity Desired (located online at
  • Shipping/handling: Please specify physical or electronic delivery. If you request physical delivery, please add shipping/handling charges to your order.

All Purchase Orders received before 4 PM EST will be processed the same day received during normal business hours: Monday-Friday 9 AM to 4 PM EST (excluding holidays).

 What are your terms of payment for purchase orders?

Unless alternative terms are negotiated prior to ordering, all payments to Arc are due upon receipt. Please contact our sales team at for additional questions regarding payment terms.

 Do you offer discounts on bulk purchases?

Yes, we offer some discounted bulk licensing options. To find out if your order qualifies, please contact our sales staff at

 Do you offer special government pricing?

No, we do not offer discounted government pricing options.

 Can I purchase your software through a reseller?

Arc works closely with select resellers through our Value-Added Resellers Program. For more information please visit out reseller page located at

 I am a Reseller. Do you have special Reseller pricing?

We currently only offer special reseller pricing to resellers who are a part of our Value-Added Resellers Program. Arc Value-Added Resellers actively market our software to their customers through website and print opportunities. If you are interested in joining our Value-Added Reseller Program, please contact Be sure to include information about your company as well as a link to your website.

 Do I qualify for a free upgrade?

As a general rule, we provide free minor version upgrades for all our products. You can download the upgrade at

Arc will also provide a free upgrade to customers who purchase 30 days prior to any major software upgrade of the corresponding product. For any upgrade inquiries, please contact

 How do I transfer my license?

Licenses can easily be transferred between computers by submitting an online License Transfer Request located at Just fill in the form and electronically submit your request.

After filling out the form and requesting your transfer, completely remove the software from your old machine before reinstalling the software on your new machine. You will reinstall your software using your original product key.

If your license has been blocked from activation, a Customer Service representative will review your request and confirm your transfer via email.

 Do I have to purchase an upgrade for my license?

No, you do not need to purchase an upgrade for your license; however, support for previous versions of Arc products may be limited. Our support team will try to provide assistance but priority is assigned to customers using the current software version.

 I lost my serial number and key. How can I obtain my license information?

Please contact our sales team at for your license information. In your request, please include the following information:

  • Name
  • Email address
  • Company
  • Address
  • Phone number
  • Name of the product and version number (if known).

To expedite your request, please provide as many details concerning the original order as possible, including:

  • Purchase date
  • Name of the person who the license is registered under
  • Name of the original credit card holder
  • Company that the product was registered to
  • Email addresses provided during the original purchase
  • Confirmation number

 I downloaded the product and tried to install it, but I keep getting a Key Verification Error.

Please make sure you are trying to install the correct version of the software, as this error normally occurs when the serial number and key do not match the installation file. If you have a valid serial number and key combination, you are able to access any product installation file. The Key Verification Error occurs when you try to use an incorrect serial number and key combination with the corresponding installation file.

If you are using the download page at or installing the software directly from your CD, please make sure that you have selected the correct version of the software. The download page will allow you to download any CData product using the serial number and key you received, but will give you a Key Verification Error when running the installation unless you have downloaded the correct installation file.

If you are still having problems installing the software, please fill out the Technical Support Request form located at

 How do I know what version of the software I have?

All our product installations are marked with the full version and build number on the first screen of the installation program. Additionally, all products contain About information that contains the current version information.

 What happens if I find a bug in the software?

Please report all problems with the software directly on our Technical Support Request Form located at If there is a defect in our software, Arc will work to provide you with a solution as soon as possible.

 Do you provide source code?

No, as a general rule, we do not provide source code for our software, except for very specific licensing situations.

 What is your company address and phone number?

CData Software
101 Europa Dr. #110
Chapel Hill
NC 27517

US: (800) 743-8232
INT: (919) 885-0202
FAX: (919) 928-5455

 How can I uninstall Arc Products?

Automated product uninstallers are included with all Arc products. To uninstall, simply execute the product uninstaller and follow the instructions to removed all product files from the machine.

Detailed instructions for uninstalling any of our products can be found online at: