SupportPlus puts Trihedral’s technical support team at the customer’s fingertips and ensures access to VTS upgrades.
Trihedral Engineering Limited encourages clients to keep their VTS software support agreement current. This agreement ensures that users not only receive timely response to technical support inquiries, but also access to the latest online VTS product releases. New releases include useful tools and features while maintaining compatibility with new releases of the Microsoft Windows Operating System and many technological advancements.
Product Support
- All VTS software purchases include 90 days of SupportPlus *. Continued service can be purchased for an additional fee of 15% of original purchase price per year. This rate will remain constant while the customer continues to purchase annual SupportPlus service**.
- Service renewals are generally purchased on an annual basis, however, contract expiry dates can be adjusted to align with customers’ budget years or to align the contracts of multiple licenses.
- SupportPlus is an optional service and may not always be deemed necessary for VTS customers. Customers not under a current SupportPlus service contract may choose to purchase service at standard hourly rates.
- Multi-year contracts are available. Contact Trihedral for more information.
- Technical support is available 9AM-5PM Atlantic Standard Time (AST), Monday-Friday, excluding statutory holidays. Call toll-free at 1-800-463-2783 or send an email.
Product Upgrades
- Trihedral’s product development team provides frequent minor product enhancements to ensure customers have quick access to new features as they become available. Additionally, new Windows operating systems and service packs often drive significant changes to the core VTS product.
- Customers maintaining current SupportPlus contracts may download any VTS product release from Trihedral’s FTP server and may upgrade to the latest version of the product at any time. Customers choosing not to maintain a current service contract may only upgrade to VTS releases created before their contract expiry date.
- Trihedral works hard to maintain backwards compatibility, allowing a customer to upgrade to a new VTS release without altering the end-user application.
- Product upgrades do not entitle customers to new features sold separately as optional VTS features.
* SupportPlus service is intended for issues directly associated with the VTS product. It does not cover application-specific concerns
** In the event a customer chooses not to maintain continuity of support, the customer may renew service at a later date for 15% per expired year (cumulative) of the current equivalent product price at the time of renewal, to a maximum of 45% (three years or more since service expired).
If a customer wishes to change the tag count of a license not currently under SupportPlus contract, the customer will be charged 15% per expired year (cumulative) of the current equivalent license, to a maximum of 30%, plus 15% of the new tag count product license. If this is a tag count increase (e.g. bronze to silver) the customer will also be charged the difference between the current equivalent license prices of the original license and new license.
Note: If VTS was purchased through a system integrator, the integrator will receive annual invoices for SupportPlus and will assume responsibility for contacting the customer regarding renewal of the service. In the event a customer does not receive an invoice from their system integrator, the customers should contact Trihedral directly.
Other Support Options:
