Phone: +1.978.451.0110

 

Welcome to the VMS Software Support Services page!

Details of each of our four support packages are provided below. Additional details are provided in a support PDF document that you can download here.

To request any of the services described here, feel free to contact us at support@vmssoftware.com.

Right to Minor Versions: Note that any reference to a "right to new minor releases" of a VSI product refers to dot (.) releases of that product. For example, a new version 8.5 would be a minor release, whereas a 9.0 release would be considered a major release.

Right to Major Versions: Purchasing a support term of three years or more directly from VMS Software, for any of the four support packages, grants rights to new major version releases, along with minor version releases, patches, updates, etc.

Platinum 24x7 Support

The Platinum 24x7 (critical support) package includes the following benefits:

• Dedicated phone number provided on sign-up
• Right to new minor releases of a VSI product
• Access to all software updates/patches provided between numbered releases
• Technical Support 24 hours a day, 7 days a week
• Assigned a remote Technical Account Manager (TAM)
• Quarterly VSI software patch analysis
• Quarterly VSI software system health checks
• Provided periodic VSI updates
• Immediate response from initial customer contact. This assumes that the customer uses the dedicated phone line provided to the customer by VSI.


Gold 24x7 Support

The Gold 24x7 (priority support) package includes the following benefits:

• Standard support phone number provided
• Right to new minor releases of a VSI product
• Access to all software updates/patches provided between numbered releases
• Technical Support 24 hours a day, 7 days a week
• Assigned a remote Technical Account Manager (TAM)
• VSI software patch analysis
• VSI software system health checks
• Provided periodic VSI updates
• 1 hour response from initial customer contact. This assumes that the customer uses the standard support phone line provided to the customer by VSI.

 

Silver 24x7 Support

The Silver 24x7 package includes the following benefits:

• Standard support phone number provided
• Right to new minor releases of a VSI product
• Access to all software updates/patches provided between numbered releases
• Technical Support 24 hours a day, 7 days a week
• Provided periodic VSI updates
• 2 hour response from initial customer contact. This assumes that the customer uses the standard support phone line provided to the customer by VSI.

 

Bronze 9x5 Support

The Bronze 9x5 package includes the following benefits:

• Standard support phone number provided
• Right to new minor releases of a VSI product
• Access to all software updates/patches provided between numbered releases
• Technical Support 9 hours a day, during 5 business days a week, not including VMS Software holidays
• Provided periodic VSI updates
• 4 hour response from initial customer contact. This assumes that the customer uses the standard support phone line provided to the customer by VSI.