What is the technical support period?
Technical support is effective on the date of your order and is for an annual period (12 months). Vitria is not obligated to provide technical support beyond the end of the support period unless your technical support contract is renewed on or before the service expiration date.
Can I get a refund on technical support services?
All technical support services that have been ordered are non-cancelable and non refundable.
When are the technical support fees due?
Technical support fees are due and payable annually in advance of your support period. Your commitment to pay (i.e. purchase order, actual payment, or other approved method of payment) is required to process your technical support order
How do I submit an incident report?
For all incidents, an authorized contact should report a problem via our technical support web site: http://help.vitria.com. A problem report can also be submitted by an Authorized Contact through our support hotline at 1-877-316-9342 (Int'l) or 1-972-943-4705 (within the U.S.).
What is an authorized contact?
An authorized contact is a person designated by the customer who is authorized to download software and enter cases. Companies are allowed two designated authorized contacts at the Expert level and four at the Enterprise level.
How do I renew my support contract?
You may send an email to the Vitria Contract Administrator at contractadmin@vitria.com or you can call 408 212 2365.
How do I get the latest version of your software?
Our software can be downloaded by an authorized contact. The product is located at the Product Download section at http://help.vitria.com |
