Support Terms
Effective as of February 9, 2024
The VISIARC software apps and tools are typically licensed and offered on a Software-as-a-Service basis and accordingly this makes it easy for our customers to stay current with the latest updates and fixes. However, organisations may from time to time have other needs such as:
- Technical Support: Assistance with installation, deployment, configuration or troubleshooting to make sure downtime is minimised .
- Compliance: Regulations or standards may require that systems are configured in compliance.
- Continuity: System emergencies and anomalities may require organisations to be able to quickly recover a system, that may need a timely reinstall or reinitialisation, or just make sure that the system keeps running smoothly.
As a customer, you may opt out of a Support subscription. You may still send us support issues and we will assist on a best effort basis. Time spent investigating and resolving such issues are billed based on our current hourly fee and per started hour.
Terms: Support. | ||
STANDARD | PREMIUM | |
---|---|---|
Support Issues | Admins can report issues via email to support@visiarc.com. Ten (10) support issues* are included annually. Reporting issues that may arise from bugs confimred by VISIARC are not withdrawn from the number of support issues. Support issue communication is handled via email. | Admins can report issues via email to support@visiarc.com. Twenty (20) support issues are included annually. Reporting issues that may arise from bugs confimred by VISIARC are not withdrawn from the number of support issues. Support issue communication is handled via email, but admins may also request video or voice meetings to resolve issues. |
Initial Response Time** | 48 h (normal holiday-free business working days) | 24 h (normal holiday-free business working days) |
Number of Admins | One named support contact | Three*** named support contacts |
** Response times are targets, as certain times may result in increased wait times such as in August and September.
*** More available at an additional cost per year.