Support policy

support services agent vi’s customer support department provides a variety of support services to its certified resellers the customer support department operates 5 days a week, covering the main business hours in major territories hours of operation (ist – israel standard time) monday to thursday, from 09 00am to 3 00am the following day and friday from 09 00am to 1 00am the following day if you are a user of agent vi software who requires support, your first point of contact should be the certified systems integrator who installed the software if needed, the certified systems integrator will contact agent vi for further assistance support services are available in english support entitlement agent vi provides post sale support to its certified resellers, or to customers who have purchased a support contract from agent vi if you purchased your software from one of agent vi’s resellers, please contact the reseller directly for support if, for some reason, you are unable or unwilling to obtain support from the relevant reseller, agent vi may provide assistance at an hourly rate agent vi provides support for agent vi’s products only and does not provide support for third party products support is provided in accordance with agent vi’s end of life policy software delivery procedure software installation agent vi recommends that end users purchase its software from one of agent vi’s certified resellers who may also provide installation services due to the certification training they have completed in any case, agent vi is not responsible and shall not be held liable for software installation undertaken by parties other than agent vi reissuance of software license in cases of a system crash or replacement of hardware components, agent vi’s license may become invalid, as it is based on a machine id that is unique to the system on which it is installed in such cases, agent vi will reissue a license once a signed statement has been received confirming that the re issuance is required due to hardware failure the customer is required to provide the original license certificate number agent vi will reissue a permanent license due to hardware failure the customer must submit the relevant form software upgrade plan important update agent vi previously offered a software upgrade plan (sup) for 1 to 5 year periods, providing customers with the opportunity to receive software upgrades during the sup period however, please note that sup for savvi is no longer available for purchase, as savvi has reached its end of life for customers seeking a software upgrade plan, we recommend exploring irisity's software upgrade plan (sup) terms and conditions to learn more about the irisity sup and its terms, please refer to the irisity sup documentation or contact sales\@irisity com mailto\ sales\@irisity com