Software Maintenance Assurance Program

Support Program Terms

Software Maintenance Assurance – represents a yearly or multi-year support plan, available to all customers of Seavus Project Viewer, including businesses, organizations, and individuals and is based on annual renewals. 

Support Program Components

Product Upgrades

The Live Update feature (available only for single licenses) allows automatic upgrading of the application, without the need to download and install the updates manually; Manual updates are also available for individual users that want to disable the live update and/or want to keep a copy of the latest version available.  

Live update for the concurrent license (for companies and enterprises) is facilitated by the Administrator, who receives the latest versions. 

For all products upgrades available during the period of the SMA the clients are notified by email.

Technical support

Technical support is provided in the following ways:

  • E-mail Support
  • Phone Support
  • Remote Assistance
  • Installation Assistance with “mst” file creation for silent deployment for company and enterprise licenses 

Application Help System

Advanced on-line Help documentation system is available within applications. The help system is divided into logical easy to-find sections that describe the application functions in a clear, concise and easy to understand format. FAQ’s are also available for common questions asked, on product’s Website.

Customer Support Representatives

Customer Support team is staffed by skilled and knowledgeable Service Representatives trained to identify and solve problems in a minimum amount of time. They’re backed up by a strong technical team, an extensive knowledge database and an on-line tracking system – all designed to ensure you get outstanding support when you need it.
The Support Department is dedicated to provide excellent support to customers, ensuring that customers’ experience with Seavus Project Viewer is pleasant and effective.

Hours of Operation and Contact Info

Standard Customer Support Center working hours are Monday through Friday, 02:00 – 18:00 EDT (8:00am – 12:00 Midnight CET). 

For support requests received during normal working hours, the initial response time is between 4 and 12 hours, depending on the priority. In case the request is received outside these hours, the response time is measured from the start of the next business day.

Resolution time depends on the request type. For regular service requests regarding the license, downloading, installing or using the products, the resolution time is between 4 and 48 hours.

In case of reported defects, or required change requests and improvements, the resolution time will depend from the severity of the defect/request and the time until the next product release or patch where the fix will be applied.