Summary
The Annual Maintenance and Support ("AMS") program includes technical support that provides the resources to solve specific product issues. Omnivex Technical Support hours are 8:00AM to 6:00PM Eastern Time (ET).
AMS is billed annually for any customers who have perpetual licenses of Omnivex software.
The AMS program covers questions and troubleshooting of unexpected behavior related to documented features.
Technical support does not include:
- installation or setup of Omnivex software
- content creation or customization
- instructions and assistance with standard software tasks that are addressed in the software documentation
- training services
Questions related to the exclusions listed above require additional Professional Services, which are billable. Professional Services can be purchased for on-site or remote sessions. The Omnivex Sales department can provide a quote for these services if required.
Sample questions that are covered under AMS technical support:
- I have a problem seeing my players.
- I have a problem with slow response times in the Studio.
- My software appears to be operating in an unregistered state.
- My Permission Manager isn't working.
- I can't save my layouts.
- I am unable to view a media stream.
Sample questions that are not covered under AMS technical support:
- How do I schedule different files to play on my screen?
- How do I set up a playlist?
- How can I add a clock (or other content) to my layout?
- How do I install my software?
- I've created a layout, but can't find it on my network, can you locate it?
- How do I schedule my content to play?
Note: AMS is not available for a partial quantity of your Omnivex licenses. AMS must apply to all quantities of perpetual licenses or to none. If a customer wishes to pay AMS on only a subset of perpetual licenses, the customer must forfeit the use of the perpetual licenses for which the customer is not paying AMS. For clarity, a customer cannot pay AMS on only some of the licensed players it operates.