Advanced Support Options
As a registered client of e-on software professional products, you benefit from the following standard support services:
- Complimentary 30 Day Maintenance.
- Phone-based installation troubleshooting for 90 days following your purchase,
- Knowledge Base and Frequent Question resources,
- Web-based Technical Support (avg. response time: 2-5 business days*),
- Registered User Forums,
- Free Service Packs.
* If response time is critical to your project, please use Priority Support instead
Complimentary 30 Day Maintenance
All purchases of Vue Infinite or xStream include 30 days of complimentary maintenance.
With the complimentary 30 Day maintenance plan, you receive:
- Unlimited, priority web-based technical support,
- Access to EEF releases (Expedited Engineering Fix),
- Free upgrades during the maintenance period (access to pre-release versions not included).
The 30 day maintenance plan is automatically added to your account after the first activation of your product.
| If you decide to extend this 30 Day maintenance by subscribing to a Standard Maintenance Plan, the yearly maintenance period will extend the 30 days, providing a total of 13 months coverage. Best of all, by renewing during the 30-day period, you will also save the initial maintenance setup fee ($100)! (See below) |
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On top of these services, you also have access to the following advanced support options (only available for registered users of Network Rendering Licenses, Vue 10 xStream or Vue 10 Infinite):
- Per-Incident Priority Support
- Standard Maintenance Plan
- Premium Maintenance Plan
Per-Incident Priority Support
Flexible, pay-per-incident priority telephone support from e-on software. You only pay for the support you need. Each support incident includes:
- One telephone incident, with guaranteed call-back time under 4 business hours,
- Direct one-to-one communication with qualified e-on software support technicians,
- Efficient resolution of system-specific issues through remote diagnosis (if you agree),
- Follow-up support until the incident is resolved.
If it is determined by the support technician that the issue is caused by a bug, and the support technician is unable to provide a reasonable workaround, we will credit a new - replacement - per-incident support ticket to your account free of charge.
Cost: $65 per priority support incident.
What constitutes an incident?
An "Incident" defines the assistance provided by e-on software to the customer, starting from the initiation of the incident by the customer to the closure of the incident by the support technician.
An incident is a single issue that focuses on one aspect of the product - e.g. assistance with a specific problem or error message.
While the issue may involve other aspects of the product, addressing other aspects constitutes a separate issue and is treated as another incident. An incident may involve multiple phone calls or emails. Each incident is assigned to an individual support technician who will follow through with the customer until the issue is closed.
E-on support technicians are responsible for determining what characterizes a single support incident and for communicating this information to the customer. Although our support technicians always make best efforts to resolve issues, we cannot guarantee that all issues will be resolved to your satisfaction.
When is an incident resolved?
Once an issue is accepted as being in the perimeter of per-incident technical support, resolution of the incident occurs as soon as one of the following happens:
- A reasonable solution to the issue is provided by the support technician.
- A reasonable work-around to the issue is provided by the support technician.
- The customer refuses to let the support technician remotely access his computer or the purpose of diagnosis, and the support technician is reasonably unable to provide a solution using other methods of investigation.
- It is determined that the issue is in fact a request for a non-existing feature, or an enhancement to an existing feature, and the request has been forwarded to product management.
- It is determined that the issue is caused by a bug in the software, and the bug has been forwarded to the product development team for review*.
* If it is determined by the support technician that the issue is caused by a bug, and the support technician is unable to provide a reasonable workaround, we will credit a new, replacement per-incident support ticket to your account free of charge.
What is the perimeter of per-incident technical support?
Our support technicians answer questions about the general usage of our professional products, including:- Assisting you with the documented features of our products and how these features can be used.
- Helping you identify and troubleshoot any unexpected behavior encountered while using these features.
- Explaining how the features work, but not implementing these features directly in your projects.
Standard Maintenance
This is an annual maintenance contract that includes a number of benefits:
- Free upgrades during the subscription period, including free upgrades to all .5 and full versions,
- Accelerated web-based technical support (avg. response time: 1-3 business days*),
- Access to EEF releases (Expedited Engineering Fix),
- Access to “Maintenance Only” forums.
* If response time is critical to your project, please use Priority Support instead
Cost per year and per license:
- Infinite:
Setup: $295, Renewal (including extension of complimentary 30-day maintenance): $195 - xStream:
Setup: $395, Renewal (including extension of complimentary 30-day maintenance): $295
Read the Maintenance Plan Agreement here.
Please note that the one year subscription period starts from the date of activation of your copy of Vue. So, if you purchase maintenance 10 months after activating Vue, you will have only two months left on your contract (but you receive all the upgrades released in the meantime at no charge). |
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When is the best time to get under maintenance?
Since the annual subscription period starts from the date of activation of your copy of Vue, we recommend that you purchase maintenance together with your product, or that you add maintenance within 30 days of purchasing. This will offer you 13 months of Maintenance coverage, you will save $100 on the maintenance setup fee, and you will not lose any maintenance time.
Premium Maintenance
Cost: $995 per year and per license. Requires that all your licenses be under Premium Maintenance. Unused priority support incidents expire with the maintenance plan. Read the Maintenance Plan Agreement here.
Benefits
- Accelerated web-based technical support (avg. response time: 1-3 business days; if in a hurry, use included Priority Support tickets instead),
- Access to EEF releases (Expedited Engineering Fix),
- Access to “Maintenance Only” forums,
- Your own private ftp on our servers, where you can upload issue-related content,
- Free upgrades during the subscription period, including free upgrades to all .5 and full versions,
- Four priority support incidents per product (see above),
- Priority Problem Resolution: if it is determined by our support technician that the cause of a priority support incident is a bug in our software, we will assign at least one developer to the resolution of this bug within 24 business hours following identification of the bug. This does not apply to feature requests or improvements.
- Custom Development: if you need a modification in the software, or are lacking a feature that would greatly benefit one of your projects, you can contact e-on software support technicians with a detailed specification of the requested changes. The e-on software development team will promptly analyze your specifications and respond with a quote for the development of a customized version of the product implementing the requested changes.