Support & Delivery Policy

• Agent Vi’s Support Department provides a variety of support services to its partners and direct customers. The Support Department operates 5 days a week, 19 hours a day, covering the main business hours in major territories:  Monday to Friday, from 5AM (GMT) to 12AM (GMT) the following day.
•  If you are a user of Agent Vi software who requires support, your first point of contact should be the Certified System Integrator who installed the software. If needed, the Certified System Integrator will contact Agent Vi for further assistance.
• Support services are available in English only.

• Agent Vi provides post-sale support to its direct customers (Resellers or Distributors who purchase the Agent Vi software directly from Agent Vi), 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.

• Agent Vi’s software may be downloaded here, and requires a license, which is issued by Agent Vi’s Support Department.
• Permanent licenses are only issued after confirmation of payment for the relevant software components. The procedure is as follows: On receipt of a Purchase Order, Agent Vi will issue a license certificate which entitles the customer to the software components ordered, subject to payment. An invoice will be issued by Agent Vi following the license certificate. A permanent license will be issued once the invoice is paid, and the customer may request a temporary license for up to 60 days prior to the payment. The issuing of both temporary and permanent licenses require the customer to fill in a license request form and insert the license ID (AVI number) as indicated in the license certificate.

• Agent Vi recommends that end users purchase its software from one of Agent Vi’s Certified System Integrators 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.
• For a full list of Certified System Integrators in your region, please visit Where to Buy

• In cases of 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 reissuance is required due to hardware failure. The customer may also be required to provide the original license certificate.
• Agent Vi will reissue a permanent license due to hardware failure no more than once every calendar year, and no later than 3 years from the date of the initial license certificate provided upon ordering the software. In any other case, the software must be repurchased at full price.

• Agent Vi offers a Software Upgrade Plan (SUP) for 1, 2 or 3 year periods, entitling customers to receive software upgrades, updates, service packs and patches to their purchased software for the SUP period purchased.
• The SUP period starts from the date on which the license certificate for the software was issued.
• Information regarding major releases is sent in Agent Vi’s e-news and is posted regularly on this website. You may register here to receive Agent Vi’s e-news.
• Customers who have not purchased a SUP and would like to upgrade their software to the current version will need to retroactively purchase a SUP for the time period between their initial purchase and the time of the upgrade.
• To purchase a SUP for your installation, please contact sales@agentvi.com