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NV5 Geospatial Solutions, Inc.
Software Maintenance Program
NV5 GEOSPATIAL SOLUTIONS, INC.
Last edited: 23 May
2023
Table of Contents
Section 1.0 Maintenance Program .......................................................................................................................................... 2
1.1 Purpose. .................................................................................................................................................................. 2
1.2 Program Overview. .................................................................................................................................................. 2
Support Overview: .............................................................................................................................................................. 2
Section 2.0 Definitions and Descriptions ................................................................................................................................. 3
2.1 Licensee, License Administrator or Authorized License Administrator ......................................................................... 3
2.2 Maintenance ID ............................................................................................................................................................. 3
2.3 License User ................................................................................................................................................................... 3
2.4 Support Incident ............................................................................................................................................................ 3
2.5 Maintenance Renewal Quote ........................................................................................................................................ 3
2.6 Maintenance Term ........................................................................................................................................................ 3
2.7 Updates -Patches and Product Releases ....................................................................................................................... 3
2.8 Software ........................................................................................................................................................................ 4
2.9 Software Version Upgrade ............................................................................................................................................ 4
2.10 Software License .......................................................................................................................................................... 4
2.11 License Re-host ............................................................................................................................................................ 4
2.12 Technical Support Services .......................................................................................................................................... 4
2.13 End User License Agreement (EULA) ........................................................................................................................... 4
Section 3.0 Availability, Notification and Access to Software upgrades ................................................................................... 4
Section 4.0 License Support Services ....................................................................................................................................... 4
Section 5.0 Technical Product Support Services ...................................................................................................................... 5
5.1 Support Services. ........................................................................................................................................................... 5
5.2 Support Services Scope ................................................................................................................................................. 5
5.3 Accessing Technical Support Services ............................................................................................................................ 6
5.4 Preparing for Contacting Support Services .................................................................................................................... 7
5.5 Technical Support - Supported Software Versions ........................................................................................................ 7
5.6 Technical Support - Academic Support.......................................................................................................................... 9
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NV5 Geospatial Solutions, Inc.
Section 6.0 Maintenance Renewal and Expiration ................................................................................................................... 9
6.1 Renewal Notice. ............................................................................................................................................................ 9
6.2 Maintenance Expiration. ............................................................................................................................................... 9
Section 7.0 Payment ................................................................................................................................................................ 9
7.1 Payment. ....................................................................................................................................................................... 9
7.2 Prorating Maintenance Terms. ..................................................................................................................................... 9
7.3 Reinstatement of Lapsed Maintenance. ..................................................................................................................... 10
Section 8.0 Training ............................................................................................................................................................... 10
Section 1.0 Maintenance Program
1.1 Purpose.
The purpose of this Maintenance
Program ("Program") document is to:
Describe the Program for customers.
Provide definitions of Maintenance and support-related terminology.
Describe Program quoting and invoicing procedures.
Describe the services provided by Support Services.
List general procedures and conditions including contact information and requirements.
1.2 Program Overview. The Program, also referred to as "Maintenance," is the support provided for unmodified
Software to the Software license holder (“Licensee”, “License Administrator”, “License User”) which includes Support
Incident tracking, attempts to assist with reported problems (Support Incidents), new releases, training materials, and
enhancements. Maintenance for the first year is automatically included when qualifying Software is initially purchased.
Support Overview:
The Standard Support Plan that comes with maintenance includes:
Installation and licensing support
Product level support
o Basic tips / instruction on how to use the software
o Conceptual / simple code examples and general guidance
Help article / knowledge base access
Community forums access
Bug / feature reporting
The Standard Academic Support Plan that comes with maintenance includes:
Installation and licensing support
Help article / knowledge base access
Community forums access (for answers to product questions)
Bug / feature reporting
The Standard Academic Support Plan for SITE / Lab licenses that comes with maintenance includes:
Installation and licensing support
Product level support (through one Point of Contact (POC) / License Administrator)
o Basic tips / instruction on how to use the software
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NV5 Geospatial Solutions, Inc.
o Conceptual / simple code examples and general guidance
Help article / knowledge base access
Community forums access
Bug / feature reporting
Section 2.0 Definitions and Descriptions
Terms used in this Program shall have the following meaning:
2.1 Licensee, License Administrator or Authorized License Administrator
A “Licensee”, “License Administrator” or “Authorized License Administrator” is an individual designated to make
decision on the license as well as who may contact NV5 Geospatial to request technical support (e.g., to submit
Support Incidents or request assistance with Software use).
2.2 Maintenance ID
“Maintenance ID” means the number created and provided by NV5 Geospatial that is associated with each license. The
number may also be referred to as an installation, contract number on the invoice and/or packing list that is shipped with
the Software.
2.3 License User
A “License User” is the end user of the Software who may contact Technical Support Services (e.g., to submit Support
Incidents or request assistance with Software use).
2.4 Support Incident
A “Support Incident” is the record of a customer request for technical assistance made by e- mail or Support Incident web
form. It contains technical notes and documentation of all interactions between the customer and support representative
related to the request. The Support Incident tracking number is provided by a support representative in the email subject
line when the support representative corresponds with the License Administrator or License User. The Support Incident
number is used for referencing the request. The status of a Support Incident can be new (waiting to be assigned),
accepted (initially assigned), active (the support representative is working on it), pending (waiting on the customers
response/we need more information) or closed (complete – no further action required).
2.5 Maintenance Renewal Quote
“Maintenance Renewal Quote” is the non-invoice notification, issued approximately 60 days
before the
expiration of a
Maintenance term, to all customers that have current Maintenance that are nearing the Maintenance term expiration date.
The quote is sent to the purchasing contact that has been designated to receive all renewal-related correspondence from
NV5 Geospatial. The Maintenance Renewal Quote is sent via e-mail and contains information about the forthcoming
Maintenance Term, which includes the type of Software licensed and quantity of licenses, the start and end dates of the
Maintenance Term, and the Maintenance renewal fees due.
2.6 Maintenance Term
“Maintenance Term” is the start and end dates, during which customers with licensed products are entitled to receive
the applicable Maintenance benefits.
2.7 Updates -Patches and Product Releases
2.7.1 Patches / Hotfixes
A “Patch” is a single fix or a set fixes in the software that will affect many customers and needs to be posted on
the Product Download page for general availability (also known as "hotfix"). If a Patch is released it will be
incorporated into the subsequent release. A Patch is a specific fix and typically does not add new functionality.
For ENVI® and IDL®, Patches typically
require the
complete released software be installed prior to installing the
patch files.
2.7.2 Product Releases
A “Product Release” is a set new features and fixes. All patches since the previous release will be included in the
Product Release and posted on the Product Download page for general availability.
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Please note: SARScape® patches are typically a complete installation. Note that Patches and Service Packs
are different than Software Upgrades. Please see “Software Version Upgrade” section for more detail on
Software Upgrades.
We typically do not send notification for patches. Please visit the Product Download page to see if there are any
new Patches or Service Packs or ask your License Administrator.
Go to the Downloads page, select Support, then in the Download & Licensing section, Product
Downloads. Please be ready to create an account or login with your existing user ID and password.
2.8 Software
“Software” consists of commercial off the shelf programs sold by NV5 Geospatial.
2.9 Software Version Upgrade
A “Software Upgrade” is a set of new functionality and fixes for Software. License Administrators and
Authorized Licenses Administrators with licenses current on maintenance are eligible for Software Upgrades
and will be notified via email when they can complete their Upgrade. An Upgrade consists of the new
installation that can be downloaded.
2.10 Software License
A “Software License” is the limited grant of rights to use Software as defined by the terms and conditions in the
end user license agreement (EULA).
2.11 License Re-host
A “License Re-host” occurs when the License Administrator or Authorized License Administrator requests or
wants to activate a license for a different computer than currently assigned. This is typically necessary when an
upgraded or replacement computer is purchased for a License User and they will no longer be using their
current computer on record with that license. The License Administrator or Authorized License Administrator
must confirm that no one will be using the license on the computer on record and only the new computer.
2.12 Technical Support Services
“Technical Support Services” is Software technical support/technical assistance and license support provided
to the Licensee. See the Technical Product Support Services and the License Support Services sections for a
more detailed description.
2.13 End User License Agreement (EULA)
Please see EULA located at: http://www.NV5geospatialsoftware.com/Company/Legal/EULA.aspx
Section 3.0 Availability, Notification and Access to Software upgrades
License Administrators and Authorized License Administrators may be notified of Upgrades if their
Maintenance is current. The notification will guide them through the process of downloading the Software
and activating their license. Additionally, please check on the Product Download page to ensure that you
have the current version.
Section 4.0 License Support Services
Licenses must be under current Maintenance to Re-host the license to another machine or platform of equal
value within the same company or organization.
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NV5 Geospatial Solutions, Inc.
Technical Support Services will assist with license questions, re-hosts, and upgrades through email or web
submission. Please see the Technical Product Support Services section for details on contacting Technical
Support Services.
NV5 Geospatial must approve any request to transfer a license from the Licensee’s existing Company of
record to another Company or organization (see EULA).
Please note: some licensing terminology may not apply to the Jagwire product.
Section 5.0 Technical Product Support Services
5.1 Support Services.
Support Services comprises the following:
a. Email and Web Support and Incident Reporting/Logging
If a technical issue arises, Licensee can submit a Support Incident through email or the web. The license must
be current on maintenance to receive product technical support.
Please send as detailed information as possible with your initial request (Product/Module, Product Version,
Operating system and version, error messages). This will help expedite the process.
b. Online Support
The Online Support page is a web site that communicates technical information to the user community in the
form of FAQ information, Help Articles, and Platform Support information. Online Support can be found at
http://www.NV5geospatialsoftware.com/Support.aspx.
License Administrators and License Users can also
report a Support Incident using the Web Support Incident form located at the Online Support page (Request
Technical Support link).
c. Help Articles
NV5 Geospatial provides a knowledge base of known Software problems, "how-to" articles, system
requirements, and common error messages for its Software. It can be accessed by navigating to
http://www.NV5geospatialsoftware.com/Support.aspx and clicking the Help Articles link.
d. User Forums
The User Community forums are Web based and are provided to share questions and knowledge with the
community about technical details and techniques for accomplishing tasks. The Forums can be accessed by
navigating to:
http://www.NV5geospatialsoftware.com/Support/Forums.aspx
and clicking the Forums link where
you wish to submit a question. This is a community based tool, so there is no guarantee that each question will
be answered. We strongly encourage our users to participate and help each other out.
Please note: The Forums are publicly viewable and should not include ITAR data.
5.2 Support Services Scope
• To receive assistance from Technical Support, the license needs to have current maintenance (i.e., the
license and maintenance contract date need to be the date you are requesting support or a future
date).
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NV5 Geospatial Solutions, Inc.
• Support Services will guide and provide examples and/or workarounds to assist customers with the
problems they are trying to solve.
• Technical assistance provided through Support Services is limited to unmodified
Software.
• Technical assistance through Support Services is not available for hardware, graphic cards, monitors,
plotters, graphic printers, digitizers, modems, and other like peripherals which are not provided by NV5
Geospatial, except to answer questions of how standard, supported devices interface with the Software.
Please note: There are a few specific exceptions with some hardware purchased through NV5.
• NV5 Geospatial reserves the right to ask for a small reproduce case that clearly reproduces the software
problem. We do not typically debug customer’s code.
• NV5 Geospatial reserves the right to limit support for older versions due to the complexities of supporting
outdated hardware and software. Please see section 5.5 of this document for details on the Technical
Support supported versions.
• Sample applications that ship with each product are provided for demonstration purposes and are
considered unsupported.
• Patches received outside the normal delivery of a web download are considered unsupported unless
authorized by NV5 Geospatial.
• These terms and conditions are subject to change.
5.3 Accessing Technical Support Services
The License Administrator should designate Authorized License Administrators and License Users for all direct
support services-related communications with NV5 Geospatial. License Administrators and License Users within
the
United States and Canada: contact Support Services between 8:00 a.m. and 5:00 p.m. (Mountain
Time), Monday through Friday, except for United States holidays.
Europe, Middle East and Africa: contact Support Services between 9:00 to 12:30 and 14:00 to 18:00
(Central European Time), Monday through Friday, except for European holidays.
Jagwire Support: available between 8:00 a.m. and 5:00 p.m. (Eastern Time), Monday through Friday,
except US holidays.
E-mail:
North America, SE Asia, and Latin America: [email protected]
Europe, Africa: [email protected]
Jagwire: supportjagwire@
NV5
.com
If purchased from Local Distributor: see Contact Us page, International Distributor section
Note: you will need to select your country and product to see the Technical Support contact information (support email).
Web: http://www.NV5geospatialsoftware.com/Support.aspx
•
By E-mail or Web Request Form
Each reported Support Incident or support request is logged and given a unique identification number for
Licensee’s reference and tracking. After a Support Incident is logged, the Support Incident will be placed into
our Support Queue and then the requestor will be contacted by a technical representative who will be working
on the Support Incident until it is resolved or determined to be a problem in the Software. E-mail support is
available to License Administrators and License Users. In addition, the License Administrator or License User
may request support by completing an on-line web form available at
http://www.NV5geospatialsoftware.com/MyAccount/NewSupportIncident.aspx
Support requests are typically
answered on a first come, first served basis.
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NV5 Geospatial Solutions, Inc.
All Support Incidents reported by e-mail or web support incident form are given the same priority and level of attention. However, Support
Incidents submitted on the web are viewable in our main queue immediately. Contacting us by email will delay the support incident
getting into our main queue slightly.
All requests for technical support should contain detailed information about the Support Incident.
To help
expedite a solution, technical representatives expect information that includes product
and version
of the
Software, hardware platform, and peripherals (if applicable); the version of operating system; a description of
the problem; and Maintenance ID (formerly License/Installation number). Please refer to the "Requesting
technical support from NV5 Geospatial - FAQ” Help Article for additional details. Technical support
representatives will typically respond to Support Incidents by
e- mail.
5.4 Preparing for Contacting Support Services
When contacting NV5 Geospatial for technical assistance, the License Administrator or License User should
be prepared to provide as much of the following information as possible:
• Your Name
• The e-mail address where Licensee can be contacted
• Your Maintenance ID (License) number
• The version of the Software Licensee is using
• The version of the operating system Licensee is using
• A description of what Licensee was doing when the problem occurred
• The exact wording of any error messages that may appear on the screen
• Any steps taken to resolve the problem
5.5 Technical Support - Supported Software Versions
5.5.1 – Desktop Products:
In general, we strive to support the current version of our desktop products and two versions back or two
years back whichever is longer. These guidelines assume that customers requesting support or assistance
Maintenance ID is current on maintenance (maintenance for the product and the license is not expired). In
some cases, we will support certain types of product requests up to current version and three versions and/or
years back as noted in the table below.
S
uppo
r
t
T
y
pe
C
u
rr
ent
Version
1
V
e
r
si
o
n
back
2
V
e
r
si
on
s
back
3
V
e
r
si
on
s
back
4
V
e
r
si
on
s
back
Basic Support and
Software Availability
(license re-host and downloading)
ENVI
5.7
ENVI
5.6
ENVI
5.5
ENVI
5.4
ENVI
5.3
IDL
8.9
IDL
8.8
IDL
8.7
IDL
8.6
IDL
8.5
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General Support - ENVI
product family and
Modules
(installation, licensing, and product
questions)
ENVI 5.7
ENVI 5.6
ENVI 5.5
ENVI 5.4
ENVI 5.3
General Support - IDL
(installation, licensing, and product
questions)
IDL 8.9
IDL 8.8
IDL 8.7
IDL 8.6
IDL 8.5
Green Supported
Light green Limited Support
Red Unsupported
Please note:
•
Operating system support: Each version of our software supports certain operating system versions.
Where applicable, we support our software running on the operating systems and operating system
versions that correspond to the version of our software when it was released. For more information
please see Help Article:
https://www.NV5geospatialsoftware.com/Support/Self-Help-Tools/Help-Articles/Help-Articles-Detail/ArtMID/10220/ArticleID/18488/Platform-
and-Feature-Support-for-Current-and-Previous-Versions .
•
Our General Policy on Bug fixes:
o When the Technical Support team works on support requests, if a fix to the software is requested,
the customer will need to wait at minimum until the next release or service pack to receive the fix.
Determining when and if the fix will be available is decided by our Product Management team. For
more details, please see our Life of a Bug help article.
o In many cases, we can provide a workaround for our customers. Our goal is to help customers be
successful, but there are occasions where we cannot find a workaround. The more information you
can share with us when we report a bug, the better the chance
the bug
will be considered for
inclusion in future releases and/or updates.
o In some cases, when a workaround is not available and it is critical functionality, a patch or hotfix
may be requested by the customer and will be considered.
o The current released version will be the version to receive service packs, patches, and hot
fixes updates when applicable.
o There will be limited support on non-current versions. This means releases marked limited
support will typically not receive service packs, patches, and hot fixes.
o ENVI Classic Interface will be provided 'as is'. Bug fixes will not be made in the Classic
interface.
5.5.2 – Jagwire Products
Product
Current V
e
r
s
i
ons
Previous Versions Not Supported
Jagwire
Jagwire 2.2.0.9
Jagwire 2.1.3.10
Jagwire 2.1.2.10
Jagwire 1.6.0.14
Jagwire 2.2.0.x
Jagwire 2.1.3.x
Jagwire 2.1.2.x
Jagwire 2.1.1.x
Jagwire 2.0.x
Jagwire 1.6.x
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NV5 Geospatial Solutions, Inc.
adL
ib
adLib EOL effective
11/30/2020
adLib 3.7.8.13
adLib 3.7.8.x
adLib 3.7.2
adLib 3.7.2 Update 11
Please Note: The adLib product will no longer be supported after 11/30/2020 (end of life- EOL).
5.6 Technical Support - Academic Support
•
General Academic Support: Beginning November 1, 2014 the Academic Support policy is as follows:
Academic customers that are current on maintenance will receive Technical Support for installation and
licensing but will need to purchase Premium Academic Support for product level assistance. If an
academic customer does not wish to purchase Premium Academic Support they can utilize self-help
resources available on http://www.NV5geospatialsoftware.com/Support.aspx
•
Academic Site License Support Changes: Site licenses current on maintenance will receive installation,
licensing and product level Technical Support but will need to name one point of contact (POC) that will
work directly with Technical Support. Academic end users of the Software should funnel their support
requests through the assigned POC for their organization.
Section 6.0 Maintenance Renewal and Expiration
6.1 Renewal Notice.
NV5 Geospatial will provide purchase contact with a quote to renew services when Maintenance services are
scheduled to expire.
6.2 Maintenance Expiration.
If NV5 Geospatial has not received an order or payment prior to the termination date, the license will continue
working as currently installed but will no longer be supported. Licensee will no longer be eligible to receive
any license Upgrades or Updates that are released after the Licensee Maintenance term has expired.
Assistance with transfer or re-host of license will not be allowed and Licensee will no longer have access to
Technical Support Services.
Section 7.0 Payment
7.1 Payment. Maintenance program fees are purchased annually and payable in advance. Payment terms
accepted will be net 30 days only. Credit cards and checks are acceptable forms of pre- payment. For orders
less than $1,000.00 NV5 Geospatial requires credit card payment. Maintenance fees are non-refundable.
7.2 Prorating Maintenance Terms. If multiple Software products have been licensed throughout the course of a
year by one customer, separate Maintenance quotes for each product are not issued. Instead, the Maintenance
anniversary date for each license is prorated to the anniversary date of the first product licensed, with
Maintenance. All licensed Software products offering a maintenance service are synchronized to reflect a
common Maintenance end date, regardless of when each was first licensed. These prorated dates will be
reflected on the Maintenance renewal quote.
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NV5 Geospatial Solutions, Inc.
7.3 Reinstatement of Lapsed Maintenance. You may reinstate an expired license within three years of
expiration date. If Maintenance has lapsed, Maintenance reinstatement fees equal to the amount of back
maintenance from the date Maintenance lapsed, in addition to the current fees, will be required to be paid to
reinstate Maintenance.
Section 8.0 Training
New to ENVI and IDL? Just need a refresher? Ask your Account Manager for a list of the available training
resources. These resources range from self-paced materials to customized courses and over-the-shoulder
consulting! Visit our website or contact your Account Manager for details!
385 Interlocken Crescent, Suite 300, Broomfield, Colorado
80021, USA Telephone 303-786-9900 • Fax
303-786-9909
Web: http://www.NV5geospatialsoftware.com
©2023 NV5 Geospatial Solutions, Inc.
