Visual Expert Support Levels
Visual Expert support provides assistance to help users utilize the product efficiently, offering help with technical issues, troubleshooting, questions, and updates.
Two support levels are available, each covering different features and modes of communication based on user needs.
Basic Support Level
The Basic Support Level provides essential assistance, ideal for Visual Expert Basic license users seeking standard support and regular updates.
Support Services
Eligibility: Visual Expert Basic license holders
- Installation assistance on a client PC
- Regular software updates
- Email support during business hours
- Access to Visual Expert documentation
Note: Code parsing support is not included in this level.
Premium Support Level
The Premium Support Level offers advanced assistance, including direct access to Novalys experts for specific issues, such as configuration or code parsing problems.
Support Services
Eligibility: Available to all Visual Expert license types
- Installation assistance on a client PC
- Regular software updates
- Priority support from Novalys experts via email or online conference
- Help with code parsing issues
- Access to Visual Expert documentation
| Features | Basic Support Level | Premium Support Level |
|---|---|---|
| Availability by license type | Limited to Visual Expert Basic licenses | Available for all Visual Expert licenses |
| Software Installation | Client PC only | Client PC or Server |
| Software Updates | Included | Included |
| Email Support | Yes | Yes |
| Novalys Expert Support | No | Yes |
| Support for Code Parsing Issues | No | Yes |
| Access to Documentation | Yes | Yes |