MetaVR Product Maintenance and Technical Support

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

MetaVR will provide you a permanent unlock code for a dongle when the charges associated with the software product and any other services or materials identified in the purchase order, are paid in full.

The one (1) year period maintenance term for Product Maintenance and Technical Support begins upon your receipt of the permanent unlock code for the dongle for which you access the purchased product and materials.

Summary of MetaVR's 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.
  
• Access to software patches, software updates intended to fix reported errors, and point releases of the version of the software product for which you have a license.
  
• Product updates, upgrades, and enhancements to the software that MetaVR generally releases to its customers during the maintenance and support period.

MetaVR provides all maintenance and technical support remotely during its normal business hours. When you contact MetaVR for technical support, you will be required to transmit an authentication code prior to receiving support. If you request to have MetaVR provide support or maintenance at your site or outside normal business hours, you will be responsible for all reasonable expenses incurred by MetaVR. Contact us for information about current per-hour rates of such services.

Following the one-year maintenance and technical support period, you can renew maintenance and support services from MetaVR by remitting the amount due stated on your quotation or purchase order or by purchasing the annual maintenance and support found on our order form. For details and limitations, see MetaVR’s end-user license agreement.

With the purchase of an upgrade version of a software product, MetaVR provides free technical support and maintenance for the software for one (1) year from the date of delivery of the upgrade.

Hardware has one-year free parts depot on any defective component resulting in normal use and labor and technical support during business hours. If a part is no longer in production, Buyer pays Seller’s cost price and no labor for replacement of part of equivalent function during the one year warranty period. Buyer pays shipping to and Seller pays shipping from the Seller's production facility using economy ground service for any returned parts. All returns require prior authorization.

Continued support for existing software

MetaVR will continue to provide technical support and resolve MetaVR software anomolies for existing users version 4 software through the warranty period of your license agreement. In some cases, you are not required to upgrade to version 5 software to continue to receive support. Please contact support@metavr.com for more information about your specific license agreement.

Availability of earlier software versions

With the release of MetaVR version 5 products, we will no longer sell or ship earlier versions of the software. This means that version 3 and version 4 of VRSG and WorldPerfect will no longer be available after the formal release date of 1 July 2006.

Use of earlier software versions

Installing a new version of a MetaVR product requires the removal of the previous version of the product from the system on which the new version will be installed. This means that version 3 or version 4 of VRSG or WorldPerfect software must be uninstalled from a system before you install version 5. Please contact support@metavr.com if you need to briefly run versions 4 and 5 concurrently as part of an upgrade strategy.

All .mdx terrain and 3D models (.hpx models) that were distributed with version 4 VRSG or WorldPerfect are compatible with version 5 software and can be fully reused. However, the .mdx terrain and models that are distributed with version 5 cannot be used with older versions of the software.

Terrain database version support

All terrain databases created with either version 5 or version 4 of WorldPerfect can be rendered with any VRSG version 5 or version 4 software license.

Terrain databases distributed by MetaVR require rendering by the latest version of VRSG. Currently all terrain databases require VRSG version 5.

All policies on this page are subject to change without notice.