Overview

From its inception, TVA company is "adhere to the customer perspective, that is, from the customer's point of view to look at our work", and thinks of it as a corporate service purposes. "Customer satisfaction is our success" is always TVA customer service’s goal. On one hand, customer satisfaction is from the quality of the systems, but more importantly, it is from long-term after-sales services. We provide our customers with a comprehensive after-sales service and technical support, so that users can enjoy the systems and be happy.

 

SERVICE

WARRANTY

TVA SILVER

TVA GOLD

TVA PLATINUM

Software Terms

90 days

1   year

1   year

1   year

Software Support

5x8 Telephone & Web Support, 9 a.m.   – 5 p.m.

(Customer’s Local Time), Monday –   Friday (Holidays Not Included)

Extended 24x7x365 Telephone   & Web S/W Support



Product Documentation

Software Release Notes

Knowledge Base


Access to Product Technical   Notes


System Event Tracking via   PanActive Link (User Option)


Service Response Commitment


Remote Diagnosis (Provided User Grants Access)


Event Priority Based Queuing



Escalation Management Support



Technical Account Advisor




Product patch

Two development



System recovery service




Assist users to establish   system security management and system usage management system




Software Subscription

Maintenance & Patch   Releases

Minor Releases (May Include Subtle Feature Updates)

Major Releases

(Includes   Performance Improvements, New Features, and Serviceability

enhancements)


 

1.         All software upgrades when and if available to customers that possess a current support agreement.

2.         All such software products are provided AS IS with no guarantees expressed or implied by TVA  to specific upgrades or availability.

3.         If remote troubleshooting efforts fail, at TVA discretion, an on-site field engineer will be sent to the customer site to assist in the resolution of the issue.

4.         Response time:

Fault distinguish

Response time

Emergency   failure (resulting in system paralysis)

 

 

2 Hours

Critical failure   (cause some system not to work)

General   failure (does not affect the operation of the system, but has an impact on   the use of the system)

Delay fault   (does not affect the use of the system)