Digital Signage

Digital Signage Support > Support Agreements > Software Maintenance Agreement > SMA FAQ

What is an SMA?

An SMA is a "Software Maintenance Agreement". If you have a valid SMA, you will be able to download and use updates to Visix products at no additional charge.

 

What do I get in return for purchasing an SMA?

When you purchase a Software Maintenance and Support Agreement (SMA), you receive the following benefits:

• Free downloadable software updates for your licensed Visix digital signage software

  • Visix is committed to three to four enhancement and/or feature releases and any number of fixes every twelve months

• Free telephone, email and remote desktop support during normal business hours

  • Priority response to support requests submitted via voicemail, email or web during normal business

  • Normal business hours are 8:30 AM – 7:00 PM EST/EDT, Monday through Thursday, except published holidays

  • Friday business hours are 8:30 AM – 5:00 PM EST/EDT, except published holidays

• 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

I've just purchased a Visix product - do I get an SMA?

No. The SMA is a separate item that is suggested and discussed in the sales and proposal process. If you have purchased and SMA, your coverage is effective the day the product ships from Visix or its representatives.

 

I've just purchased a Visix product, but I was notified that my SMA will expire in less than one year?

This can happen if you purchased your system through a Visix integration partner that registered the product on your behalf prior to installation. In this case, we will extend your SMA to one year from the date the software was delivered to you. To arrange this, please contact prioritysupport@visix.com. You will need to provide your system serial number and a delivery note or similar proof of purchase.

Can I access the technical support helpdesk if I do not have an SMA?

All Visix customers have access to technical support. However, priority phone and remote desktop support is only free to SMA subscribers. Customers without an SMA will be charged the current published hourly rate for support. In addition, the helpdesk can only offer thoroughly effective support for the latest versions of Visix products.

My SMA is about to expire - does this mean that I won't be able to use my system?

SMA expiration does not affect the use of your Visix software. However, without a current SMA, you will not receive any free software updates and will no longer receive priority technical support. Phone and remote desktop support will be available, but will be billed at the current published hourly rate.

I would like to extend my SMA - how do I do this?

You can either set up auto-renewal when you purchase your SMA, or you can renew your SMA on our online store at www.shopvisix.com or contact SMArenewal@visix.com to obtain a quote. You will need to provide your contact details and your system serial number.

Can I purchase an SMA before the expiration date?

Yes, the new SMA will start the day after the old one ends. It is also possible to purchase several SMAs in advance - this is useful to clients who need to ensure a fixed cost of ownership for a system over several years.

I have a content manager with media players purchased at different times. When does my SMA expire?

Your SMA is tied to the content manager, regardless of the number or purchase dates of your media players.  There are separate limited SMAs available for media players and room signs.

How are SMAs enforced?

The SMA expiration dates are managed in resident databases by our technical support staff, based on the contractual parameters of your agreement.

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