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MetaVR Product Maintenance and Technical Support

MetaVR™ provides maintenance and technical support for its software products for one (1) year from the date of delivery of new software licenses.

MetaVR makes available use of the software during the purchasing cycle, by providing you a temporary unlock code for the license(s) involved. The temporary date coincides with the expected completion of the purchasing cycle. Upon request, MetaVR will provide a permanent unlock code when the amounts associated with the license of the software product and any other services or materials identified in the purchase order, are paid in full.

The active maintenance period begins upon your receipt of the permanent unlock code for a one (1) year period of maintenance and technical support of the purchased product and materials.

Summary of MetaVR's software maintenance and technical support

Maintenance and technical support includes:

  • Email response from MetaVR to reports of problems encountered in a software product.
  • Email and telephone assistance from MetaVR about product installation and use.
  • Product updates, upgrades, and enhancements to the software that MetaVR generally releases to its customers during the maintenance and support period.
  • Access to software patches, software updates intended to fix reported errors, and releases of the version of the software product licensed. During the active maintenance period, all software releases for a specific software license are available at no additional cost via download from our FTP site or physical delivery of Blu-ray discs.

MetaVR provides all maintenance and technical support remotely during its normal business hours. When you contact MetaVR for technical support for one of our products, you will be required to provide support staff the product dongle ID number prior to receiving support for that product. A member of the support staff might also request additional information about the software’s operating condition, including certain configuration and log files.

You will not be able to run software releases issued after the expiration of your software license's maintenance period until you renew the maintenance and support coverage to extend the active maintenance period.

Following the active maintenance period, you can renew maintenance and technical support from MetaVR by remitting the amount due stated on your quotation or by purchasing the maintenance and technical support , including any pro-rated expired time period from the last date of active maintenance, as found on our order form. For details and limitations, see MetaVR’s end-user license agreement or contact sales@metavr.com.

Maintenance and technical support are only provided for the current released version of these software products:

Summary of hardware maintenance and technical support

Hardware has one-year free labor and parts depot for any defective component as a result of normal use. The customer shall pay shipping charges to and MetaVR will pay shipping from the production facility using economy ground service for any returned parts. All returns require prior authorization.

Earlier software versions and discontinued maintenance and support

With the release of MetaVR VRSG version 6.2, we no longer sell or distribute earlier versions of VRSG. We no longer provide maintenance and technical support for VRSG versions 3 and 4, or for the retired software products WorldPerfect™ and Metadesic™ Compiler. The warranty period for the older versions of these software products has expired.

In order to receive maintenance and technical support for any MetaVR software product, you must have active software maintenance for your license(s). Customers of the retired terrain generation products WorldPerfect and Metadesic Compiler must upgrade to the current version of MetaVR’s Terrain Tools for ArcGIS software with the purchase of active software maintenance.

Contact sales@metavr.com for more information about your specific license agreement.

Prior to the installation of a new version of a MetaVR software product, removal of the previous version of the product from the system on which the new version will be installed is required.

Terrain database version support

All hpx and hpy 3D models that were distributed with VRSG versions 4 or 5 or WorldPerfect are compatible with VRSG version 6 software.

Flat-earth .mdx terrain that was distributed with previous versions of VRSG or WorldPerfect are not compatible with any versVRSG version 6 software. VRSG version 6 supports round-earth .mds formatted terrain only. All .mdx flat-earth terrain databases created with WorldPerfect are not supported in any version of VRSG version 6. All .mds terrain created with version 2 of Metadesic Compiler can be rendered with any VRSG version 6 software license.

The terrain databases and 3D models that are currently distributed by MetaVR require the use of the latest version of VRSG and cannot be used with older versions of VRSG. Currently all terrain databases and 3D models require the current release of VRSG and active software maintenance valid through October 30, 2016. Please contact sales@metavr.com for information regarding the latest version of VRSG software.

 

This policy page was last updated on May 12, 2017. All policies on this page are subject to change without notice.

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