Quividi Support and Maintenance are only available to Customers who have already validated the Quividi End User License Agreement and operate under an Entitlement:
Standard Support is provided exclusively to Subscribers of a Support Contract:
By way of example, Standard Support Terms of Use do not include phone support, electronic real-time support, on-site technical support, training, professional services or related travel expenses, unless stated specifically in the Entitlement.
A knowledgeable support engineer will respond to a request for problem resolution based on the case severity level, as described below.
| Severity | Description |
|---|---|
| 1 | Any Quividi Product or major function thereof is (i) inoperative, or (ii) experiencing terminable/intermittent problems that have a significant impact on the Customer's ability to use the Quividi Product. |
| 2 | Functionality of the Quividi Product is found to be defective or absent, or contains a problem that renders the Quividi Product difficult, but not impossible, to use. |
| 3 | The Customer experiences a non-critical degradation of performance, or minor problems that need correction in either the Quividi Product or the relevant product manuals. |
| Case severity | Standard Support |
|---|---|
| 1 | Within 6 open hours after logging the issue, provided the issue is reported during Work Hours. Issues reported beyond Work Hours will be responded to the following business day. |
| 2 | Within 2 working days after logging the issue. |
| 3 | Within 1 working week after logging the issue. |
Resolution will consist of either a Work Around, an Interim Solution or a Permanent Solution. Problems that require an Interim Solution will be considered resolved when the test used to reproduce the problem demonstrates the corrected behaviour.
Quividi is not responsible for resolving problems arising from errors in equipment or software not provided by Quividi, or errors made by individuals who are not Quividi employees or contractors.
Once Quividi Support is notified, the Quividi Support Organisation will start verifying the problem. Once verified, the request will be handed over to product development if no resolution is immediately available. The assigned support engineer will follow up the issue and attempt to send out Work Arounds and Interim or Permanent Solutions, according to the resolution objectives below.
| Case severity | Work Around | Interim Solution | Permanent Solution |
|---|---|---|---|
| 1 | Within 4 working days. | Within 2 working weeks if no Work Around is possible. | Included in next release. |
| 2 | Within 2 working weeks. | Within 1 working month. | Included in next release. |
| 3 | Next release. | N/A | When deemed feasible by Quividi. |
Provided your Entitlement includes a Maintenance service, you will be given access to:
Note that the VidiCenter online service operates as Software as a Service (SaaS); being always available in its latest version, it does not require updating. This Software Maintenance is limited to providing access to VidiCenter. It does not include phone support, electronic real-time support, on-site technical support, assistance in software deployment, training, professional services or related travel expenses, unless stated specifically in the Entitlement.
The services described in this section are provided remotely to Customers that have subscribed to a Specific Support Package. They are consumed against a credit of hours of Specific Support; Customers need a positive balance of hours to be eligible. These services are tracked with a time clock by Quividi Support Engineers and a running total is kept for each Subscriber of that package. The type and quantity of these services are specified in the Entitlement. If the type is not mentioned, it is not available to the Customer. If the quantity is not defined or is not clear, the quantity is equal to one (1).
Live support is provided over the phone or through an electronic board (Zoom, Teams, TeamViewer and similar). It is meant to assist Customers through a real-time conversation for resolving their specific issues. For customers in North America, live support is provided Monday to Friday, 10 AM to 6 PM Eastern Time. For all other regions, Monday to Friday, 10 AM to 6 PM Central European Time.
Quividi Support Engineers can assist the Customer's Operations teams in verifying that the settings of their VidiReports instances are optimal, based on their specific hardware.
Quividi Engineers can assist the Customer's Development and Technical teams in ensuring that their VidiReports instance shares information with their selected CMS through the implementation of dedicated APIs. Assistance is provided via email or chat (see 3.A).
Quividi Support Engineers can assist the Customer's Marketing and Operations teams in customising the layout of their dashboard in VidiCenter, in particular to create a template dashboard reused frequently. Assistance is provided via email or chat (see 3.A). This service does not include the analysis of the data itself inside the charts, which corresponds to Consulting Services that can be requested through a dedicated statement of work.
Quividi Support Engineers can assist the Customer's Operations teams in reviewing the monitoring messages and defining corrective actions so that a maximum of the Customer's machines are fully operational.
Customers that subscribe to a Specific Support can be granted a specific contact email that ensures their email requests are processed in priority.
Customers who are up to date with their payments can access their data stored in Quividi's database, as authorised by their Entitlement. The data is available for a period running from the first of January of the calendar year three years before the current year (for example, in April 2023, the available data starts on January 1st, 2020). It is the Customer's responsibility to download their data in due time, either by CSV export or Cloud API (if subscribed). At the Customer's request, made before the anniversary date, Quividi can offer a service to help with this task. At the end of the current calendar year, data older than three years will no longer be accessible.
Quividi may make changes to these Support and Maintenance Terms of Use from time to time. When changes are made, Quividi will inform its customers on vidicenter.quividi.com one month in advance and will post the new version on the Terms of Use page of this website.
This Agreement is valid for the term specified in the Entitlement, if any. If no term is specified:
At the end of the Term, Customer will no longer be covered by these Terms of Support. Any breach of this Agreement (including any Entitlement) or failure to pay any applicable fees due results in termination of the Terms of Use granted herein thirty (30) days after failure by Customer to cure any curable breach.
Quividi shall not be liable under this Agreement for any failure or delay in the performance of its obligations on account of strikes, shortages, riots, inability to obtain export clearance from any applicable governmental entity, fire, flood, storm, earthquake, acts of God, hostilities or any other cause beyond its reasonable control (a "Force Majeure Event"), provided that Quividi gives prompt written notice of any delay or default and cooperates to minimise its impact.
The Quividi entity entering into this Agreement, the address to which Customer should direct notices, the law that applies to any dispute arising out of or in connection with this Agreement, and the courts that have jurisdiction, depend on where Customer is domiciled. The provisions of the U.N. Convention for the International Sale of Goods shall not apply to this Agreement.
| If Customer is domiciled in | The Quividi entity entering into this Agreement is | Notices should be addressed to | Governing law is | Courts with exclusive jurisdiction are |
|---|---|---|---|---|
| The United States of America or Canada | QUIVIDI Inc., a California corporation | usa@quividi.com 7300 16th Avenue Takoma Park, MD 20912 U.S.A. | New York state and controlling United States federal law | New York, NY, U.S.A. |
| Australia, New Zealand, China, Japan, South Korea, Taiwan, Cambodia, Indonesia, Malaysia, Philippines, Singapore, Thailand, Vietnam | Quividi ASIA Pte, a Singaporean corporation | asia@quividi.com 160 Robinson Road, #14-04 Singapore Business Federation Center Singapore 068914 | Singapore | Singapore |
| All other countries | QUIVIDI SAS, a French société par actions simplifiée | info@quividi.com QUIVIDI SAS 74 rue du Rocher, 75008 Paris France | French law | Paris, France |
In the event of any controversy or dispute between Quividi and you, the parties shall attempt, promptly and in good faith, to resolve it. If it cannot be resolved within a reasonable time (not to exceed thirty (30) days), either party must submit it to mediation under the CMAP (Centre for Mediation and Arbitration of Paris, Paris Chamber of Commerce and Industry, 39 avenue Franklin D. Roosevelt, 75008 Paris, France) Rules of Mediation, to which the parties undertake to adhere. If the dispute cannot be resolved through mediation, the parties are free to pursue any right or remedy available to them under applicable law.
This Agreement constitutes the entire and sole agreement between Quividi and the Customer with respect to the Support Service, and supersedes all prior and contemporaneous agreements relating to it, whether oral or written (including any inconsistent terms contained in a purchase order), except that the terms of a separate written agreement executed by an authorised Quividi representative and Customer govern to the extent they are inconsistent with the terms herein. If any portion of this Agreement is held invalid, such invalidity shall not affect the validity of the remainder. This Agreement has been written in English, and the English version governs unless otherwise expressly stated in applicable Country-Specific Terms.