Description of Services for Standard Technical Support

When you have an active subscription or maintenance contract for VertiGIS products, you are entitled to complimentary support services from VertiGIS. This article describes the general nature of those services. For specific details, refer to the license agreement accompanying your software purchase.

Scope of support services

The service includes the following:

• Provision of new software versions
• Provision of (cumulative) corrections
• Provision of product documentation
• Support in case of software errors and for questions regarding the provision of a workaround
• Provision of a self-service portal
• Acceptance of support requests via our Support Center
• Documentation of all steps of your request in the ticketing system under a unique number (ticket number)
• Provision of a data exchange platform
• Support for problem analysis via remote maintenance

Delimitation

Not included in the support services are:

• In-person services on site
• Services outside normal support hours
• Assistance for software versions that are no longer supported according to the product life cycle
• Assistance for environments that do not meet the current system requirements
• Troubleshooting and root cause analysis if it is proven that there is no fault in the software
• Troubleshooting and root cause analysis in modified standard software
• Troubleshooting and root cause analysis in modified configurations
• Troubleshooting and root cause analysis in third party software
• Troubleshooting and root cause analysis in modified reports and reports created by the customer
• Questions on how to use the software ("how" questions). For this purpose VertiGIS offers numerous trainings and workshops on how to use the software (see trainings)
• Questions about manipulation of geospatial data - we deal with these in the context of consulting services
• Help with installation or configuration of the software
• Inquiries about soft products as well as project implementations - we handle these within the scope of professional services
• Provision of data access in customer systems
• Any services / adjustments to the customer's system or environment
• Access to external non-VertGIS ticketing system(s)
• Questions about the use of development APIs
• Questions about customizing software components
• Questions about connection to third party software