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SMA FAQs
What is an SMA?
An SMA is a
"Software Maintenance and Support Agreement". If you have a valid SMA,
you will be able to download and use updates to Visix products. Updates
released after your SMA has expired will not run - you will need to
extend your SMA to use them.
What do I get in return for purchasing an SMA?
You
will receive a unique user identification, password and account with
Visix
technical support personnel once you register through our site at visix.com. This account, once established, will provide you with
access to our technical support services team.
I've just purchased a Visix product - do I get an SMA?
No. The SMA is a separate item that was suggested and discussed in the sales
and proposal process. This SMA starts on the date you execute your
agreement online with Visix.
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 turned over to you. To arrange this, please
contact
support@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 help desk if I do not have an SMA?
The
lack of an SMA does not prohibit access to technical support, however
the help desk can only offer thoroughly effective support for the latest
versions of Visix products and will only provide priority service to SMA
clients.
My SMA is about to expire - does this mean that I won't be able to use
my system?
You
will be able to use your system as normal after the SMA expires. You
will not, however, receive any additional software upgrades and no
longer receive priority technical support.
I would like to extend my SMA - how do I do this?
Please
contact
support@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 expiry 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 may be useful to
customers that need to ensure a fixed cost of ownership for a system
over several years.
I have a Content Server
with Channel Players purchased at different times. When is the expiration
date?
The SMA
is tied to the Lite, Connect and or Multipoint Content Server regardless of the
number of or purchase dates of the Channel Players.
How are the SMAs enforced?
The SMA expiration dates are managed in resident databases by our
technical support staff based on the contractual parameters of your
agreement.
► Click here to download our Support PDF
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