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VBS3 Software Upgrades and Support - 1 year

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Academic
customer:
Military
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The VBS3 Software Upgrades and Support Plan entitles military and government customers to upgrade to the latest major releases of the product during the term of the plan. The Software Upgrades and Support Plan is required with each initial VBS3 seat license purchase. 

Additionally, the Software Upgrades and Support Plan provides essential support services for the installation, configuration, and ongoing use of VBS3. With the Support Plan, you gain access to the BISimulations Support Portal, providing knowledgebase articles, downloads, and access to our global network of customer support staff. The Software Upgrade and Support Plan is billed per license. Expired Software Upgrades and Support plans for a period longer than 90 days may be subject to a reactivation fee.

Under the Software Upgrades and Support plan, BISimulations will endeavor to

  • Provide a non-automated initial response to an email ticket within 24 hours of creation. 
  • Provide average response time for existing ticket within 24 hours of customer response.

 

Please note: Email / Web Ticket-based Customer Support during the normal operational hours of the different BISimulations offices globally. BISimulations does not guarantee 24-hour availability due to time zones and office hours. BISimulations is closed some holidays and will not be available.

 

The Plan Includes

 

Product Software Version Updates

The VBS3 product is continually improving and we regularly make major updates to the product. The Software Upgrades and Support Plan provides upgrades to the latest stable releases of VBS3. Updates include all updates of VBS3 released in the iteration of VBS3 designated with the prefix ‘3’ e.g. “VBS3”. 

Installation Support

This covers issues a customer may have installing the product. Basic HASP and licensing issues are also covered. The plan does not cover 3rd party programs.

Access to the Community Forums

The forum is an excellent casual place to post questions and ideas to the community. Within the forum are years of knowledge and scripting material available for reference and use. Additionally, the forum is a great location to connect with other user groups. Access to the forum is provided to customers with a valid and current Software Assurance Plan.

Access to the BISimulations Support Portal

The Support Portal provides product specific knowledgebase articles and access to our email- and web-based ticket help system.

The Software Upgrade and Support Plan Does Not Include
  • Debugging custom scripts
  • Model creation or modification
  • Terrain creation or modification
  • Creation / Administration of a Training Network
  • Creation of scenarios with the OME
  • Creation of custom scripts
  • Creation of VBSFusion plugins
  • Linkage with 3rd party software via DIS / HLA gateways
  • Third Party Software / Hardware Integration
  • DIS/HLA Support Issues
  • VBS3Fires / VBS3Fires FST Support Issues
  • VBSFusion Support Issues
  • Third Party Plugin or Product Support Issues
  • Third Party Hardware Support Issues


If you are an advanced user, developer, or using VBS3 for mission critical services, you should consider purchasing Professional Services support. For technical support services that involve assistance with custom scripting, terrain generation, model import, multi-channel configuration and other advanced features, we offer Professional Services support in those various fields at an additional cost.

The VBS3 Software Upgrades and Support Plan is valid for one year from the first day of the calendar month after the date of purchase or renewal. Third Party applications have separate support networks. Bohemia Interactive Simulations support staff provides assistance, direction and notifications for these requests.

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