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.







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



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)