The Visix Software Maintenance Agreement (SMA) offers the most economical way to receive the latest versions of Visix digital signage software.
When you purchase an SMA, you receive the following benefits:
Free downloadable software updates for your licensed Visix software
Free, priority response to support requests submitted via voicemail, email or web during normal business hours
Optional participation in pre-release software evaluations
Priority support for routine short-duration installation, software update, and usage questions
Substantial savings compared to incremental update and new release costs
Reduced cost and time - no orders to place, no additional payments to make
Every new Visix system includes 90 days of priority support and free software updates - all at no additional cost. Purchase an SMA within 30 days to extend these valuable services for the first year of ownership.
Free Software Updates and Support
Free downloadable updates of all new software releases and builds are available upon request throughout the length of the SMA. Our Client Services Group will notify your appointed contact when an update is available, so you can always run the latest release of our software without needless paperwork, delays or expense.
Visix is committed to three to four enhancement and/or feature releases every twelve months, so an SMA usually pays for itself in just two years.
Free phone, email, and remote desktop support is the most compelling reason our clients purchase the SMA. Customers who have not purchased an SMA are billed an hourly rate for helpdesk support:
You receive priority support as an SMA customer, so your support requests are answered before requests from customers who have not purchased an SMA.
You have access to our toll-free priority service support line.
Free Beta Software
As an SMA subscriber, you may be selected to receive a free copy of beta software for an insider’s look into the next release, allowing you to contribute feedback and giving you a head start on the newest release of the product.
Automatic Renewal
Your SMA can be set up to automatically renew annually for a specified time period, without time-consuming contracts and negotiation. Each year, our Client Services Group will simply renew your SMA at the current published rate. Take advantage of SMA benefits each year for a fraction of the cost of purchasing individual software updates.
How to Order
You can purchase your SMA at the time you buy Visix software, or within 30 days of your purchase. Add your SMA to your purchase order, buy it through our online store, or contact us.
Support Comparison
| Fee-Based Support | SMA Subscribers | ||
| Access to online support information | Unlimited | Unlimited | |
| Priority technical support* | Unlimited | Unlimited | |
| Phone and email support | Unlimited for 90 days | FREE | |
| Remote support via WebEx | $130 per hour | FREE | |
| Downloadable software updates** | Free for 90 days, then must be purchased at current price |
FREE | |
| SMA subscription purchase / renewal | If SMA is purchased within six months of system purchase, 25% of support and software update fees paid can be applied toward the SMA price. all updates must be purchased and installed prior to the start of an SMA. |
Automatic renewal available. If SMA expires prior to renewal, all updates must be purchased and installed before renewal. |
* Priority support requests may be initiated by calling Visix’s toll-free support line or sending an e-mail. Requests may also be initiated at www.visix.com.
** Updates include bug fixes, feature enhancements, and new features applicable to products licensed to the user. Visix may introduce new programs, plug-ins, adapters, etc. that are not considered software updates and must be purchased separately. Hardware must meet minimum hardware requirements for software updates.
In all cases, Visix is the first line software service provider to SMA subscribers. Whether you purchase your SMA from a reseller or directly from Visix, you can directly contact Visix for support via phone or email and don’t have to go through another vendor.
Visix partners may offer separate support agreements for systems sold. Visix only provides support for SMAs tied to Visix applications and SMAs cover remote support for Visix applications only. Resellers may offer additional support agreements bearing the responsibility of traveling to the client’s site to perform software updates, troubleshooting or hardware maintenance.
Summary - What Is Covered
The agreement covers any and all updates to Visix software during the year the agreement was purchased.
When a new software release becomes available during the year, Visix will inform designated customer contact(s) to inform them of the available update.
Software updates will be made available upon request to SMA subscribers along with instructions for installation. The customer is under no obligation to accept/install the available update.
This agreement is purchased for a specific Visix system.
Summary - What Is Not Covered
This agreement is for software only. Hardware support is provided by a third party partner.
SMA subscribers will receive available software updates for download and installation, which does not include professional installation service from Visix. This service is available at an hourly rate and must be scheduled separately with Visix Client Services.
If the customer installs the software, Visix cannot guarantee system performance once the software is installed.
Purchasing an SMA does not guarantee a new release, enhancement, feature or fix will be available.
If the customer does not purchase an SMA, they will receive notice of new releases via the Visix Newsletter only. You must join our email list to receive the newsletter.
SMA FAQ