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 dongle(s) of the license(s) involved. The temporary use- date coincides with the expected completion of the purchasing cycle. 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 active maintenance period begins upon your receipt of the permanent unlock code for a 1-year period of maintenance and technical support 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 releases of the version of the software product for which you have a license. During your active maintenance period, all software releases (such as version 5.6.9 or 5.6.59) for a specific software license are available to you at no additional cost as downloads from our FTP site. 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 for another year.
• 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 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. Maintenance and technical support are only provided for the current released version of these software products:

• Virtual Reality Scene Generator™ (VRSG™)  5.6
• Terrain Tools 1.1 for ESRI ArcGIS

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

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.

Discontinued support for prior versions of software

MetaVR no longer provides technical support and resolution of anomalies for Virtual Reality Scene Generator™ (VRSG™) versions 3 and 4 and 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 technical support and resolution of software anomalies 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 may upgrade to the current version of MetaVR’s Terrain Tools software by purchasing active software maintenance. Contact support@metavr.com for more information about your specific license agreement.

Availability of earlier software versions

With the release of MetaVR VRSG version 5, we no longer sell or distribute earlier versions of VRSG.

Use of earlier software versions

Installing a new version of a MetaVR software 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 VRSG version 3 or 4 software must be uninstalled from a system before you install version 5.

Terrain database version support

All .mdx terrain and 3D models (.hpx models) that were distributed with VRSG version 4 or WorldPerfect are compatible with VRSG version 5 software. All terrain databases created with either version 5 or version 4 of WorldPerfect or version 2 of Metadesic Compiler can be rendered with any VRSG version 5 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 version 5.6 and active software maintenance valid through December 1, 2010. Please contact support@metavr.com to obtain a download link for the latest version of VRSG software.

This policy page was last updated on February 4, 2011. All policies on this page are subject to change without notice.