Software Support Policy

Support availability may depend on the applicable product, purchase, license, membership plan, support period, product lifecycle, and customer account status.

Product-specific support terms displayed on a product page or purchase record may supplement this Policy.

• Customers with an eligible SoftVani software entitlement.
• Customers with an active or otherwise valid software license where required.
• Customers whose included support period has not expired.
• Eligible membership customers where support is included in the applicable plan.
• Custom-project customers according to their agreed quotation or project terms.

Support access may be restricted where an account, entitlement, license, or product has been suspended, revoked, expired, or otherwise made ineligible under applicable terms.

SoftVani customers should use official SoftVani support channels when requesting assistance.

• Customer support dashboard.
• Support ticket system.
• Official SoftVani contact page.
• Other official communication channels specifically provided by SoftVani.

Customers should avoid sending sensitive credentials through ordinary support messages.

SoftVani aims to review support requests within a reasonable period based on request volume, issue severity, technical complexity, product status, and available support resources.

Unless a specific service agreement states otherwise, support response times are targets rather than guaranteed resolution deadlines.

Complex issues may require additional investigation, reproduction, testing, software updates, or information from the customer before resolution is possible.

• Installation guidance for supported environments.
• License and activation assistance.
• Protected download-access assistance.
• Troubleshooting documented product functionality.
• Guidance concerning supported software settings.
• Reporting and investigation of reproducible software defects.
• Information about available updates and supported versions.
• Account-related assistance connected to eligible software access.

Unless specifically included in a purchase or service agreement, standard software support does not normally include:

• Custom development or new feature development.
• Modification of SoftVani software for a customer's unique environment.
• Training or consulting beyond normal product guidance.
• Repair of unrelated hardware, operating systems, networks, or third-party applications.
• Support for unauthorized or modified copies of SoftVani software.
• Support for environments that do not meet published system requirements.
• Recovery of passwords, private keys, or credentials belonging to unrelated third-party systems.
• Work that would require SoftVani to bypass security or authorization controls.

SoftVani may provide support primarily for current or reasonably recent software versions.

• Older versions may receive limited or no support after retirement.
• Customers may be asked to install a current supported version before troubleshooting continues.
• Security fixes may be available only for supported versions.
• Third-party operating-system changes may require customers to update SoftVani software.

Update eligibility may depend on the applicable purchase, license, membership, and update period.

• Updates may include bug fixes, performance improvements, security changes, and feature enhancements.
• Not every product will receive updates indefinitely.
• Major new versions may require separate eligibility unless included in the applicable purchase terms.
• SoftVani may retire outdated versions when continued support is no longer practical or secure.

Potential security vulnerabilities involving SoftVani software should be reported responsibly through official support or contact channels.

• Provide sufficient technical detail to help reproduce the issue.
• Do not publicly expose sensitive security details before SoftVani has a reasonable opportunity to investigate.
• Do not access another customer's data while testing or reporting an issue.
• Do not perform destructive testing against production systems without written authorization.

Never send passwords, authentication secrets, private signing keys, complete payment-card details, or other unnecessary sensitive credentials in a support ticket.

SoftVani may assist eligible customers with software licensing, device activations, license access, and related authorization problems.

• Customers may be asked to confirm their SoftVani account and affected product.
• Support may review activation status without disclosing protected security information.
• SoftVani will not provide another customer's full license key or entitlement information.
• Activation limits will not normally be bypassed unless the applicable license terms permit a legitimate adjustment.

Support for custom software and website projects is governed primarily by the applicable quotation, milestone terms, delivery terms, and any agreed support period.

Requests that materially change the accepted project scope may require a revised quotation or separate development agreement.

Providing accurate and complete information helps SoftVani investigate support issues efficiently.

• Describe the issue clearly.
• Provide the affected product and version.
• Provide operating-system or platform information where relevant.
• Provide relevant error messages without exposing passwords or secrets.
• Install supported updates when reasonably requested.
• Maintain backups of important customer data.
• Use SoftVani software according to the applicable license and documentation.

SoftVani may update this Software Support Policy when product lifecycles, support services, licensing systems, business practices, or technical requirements change.

The current version will be published on this page with an updated effective date.

For software support, licensing assistance, download problems, or product-related technical questions, use SoftVani's official support channels.