Technical Support and Software Update Policies
Technical support for a Virginia Systems' product is provided free for 30 days starting with the first call for support for that product. When an update is purchased, the 30 day clock resets and starts with the first call for support for that update.
Technical support is always free if the problem is related to a bonified software bug in a Virginia Systems' product.
Product updates are free to anyone who has purchased a previous version of the updated product within 30 days of the release of the update.
After the 30-day free technical support described above expires, support is $25 per incident and can be paid for with a credit card over the telephone or on-line using the Ordering page.
Software update pricing varies, based on several factors, including the price of the product and the extent of the updated features and general improvements. Contact Virginia Systems' sales staff to purchase updates.
Technical Support and Software Update Agreement (TSSUA)
Optionally, a TSSUA for a given product can be purchased to cover the cost of technical support incidents and software updates for one year. Such agreements allow you to budget and control your costs and they can also save you money.
A TSSUA offers the following benefits for a particular software product:
Automatic email notification of updates as they are posted
Agreement Cost and Ordering
Using the Ordering page you can order and pay for a TSSUA for many of our most popular products. For products that are not listed, contact the Virginia Systems' sales department for assistance with your order.
NOTE: When ordering a TSSUA, you will need to provide the serial number of the product for which you are purchasing a TSSUA. For Publishing Bundles, the serial number of any product in the bundle will suffice.
Getting Technical Support
When contacting Virginia Systems on a technical support issue, you will need to provide the following information:
Your telephone, fax number, or your e-mail address - however you want to be contacted. It doesn't hurt to provide more than one of these items
The product name, version and platform (Mac or Windows)
The serial number for your product - found on the back of the user manual, on the distribution media, or displayed briefly on the screen when you start the program
Your Technical Support and Software Update Agreement account number (if you are using an agreement to get free technical support).
It is important to fill out and return the software registration card provided in the CD envelope, or on the CD itself, or by downloading it. Registration is not required if your purchased your product directly from Virginia Systems. Support is only provided to registered customers or to those who have a valid Technical Support and Software Update Agreement. Upgrade notices are sent automatically to TSSUA holders only.
Telephone number: (804) 739-3200
Fax number: (804) 739-8376