Support & Maintenance Policy

Visual BI shall support the two (2) latest minor releases available to customers. In case of critical issues, customer might be asked to upgrade to at least one of the two latest minor releases.

For clarity, the release versioning is as follows:

VDT Release 1.0.0 (Major release: 1, Minor release: 0, Patch Level: 0)

• The first number (in the above example: 1) is the major release version
• The second number (in the above example: 0) is the minor release version
• The third number (in the above example: 0) is the patch level

Support will be provided for eligible versions of VDT operating in supported clients and platform versions. Such support will be restricted only to cases directly related to product malfunction, and shall not cover custom development, training, or other ancillary needs.

Supported Versions

Click here for details on software versions supported

Targeted Response Times For Support

Visual BI will evaluate support cases based on priority as determined by Visual BI and escalated accordingly. Targeted response times will be as per the following schedule. Note that hours mentioned are weekday business hours (9 AM to 6 PM Central Time, US).