technical support policy
Subject to change without notice.
Last revised: 31 May 2005
Support Procedures
Miva Merchant Service Club members may contact the support department via telephone or email. Upon receipt of the support request, a Miva Merchant support technician will identify the nature of the reported problem and suggest a proper course of action. This may include a referral to the product documentation or Frequently Asked Question (FAQ) lists on the Miva Merchant web site.
If the problem is identified as being either a third party module issue or an ISP/IHP issue, Miva Merchant Support will refer the customer to the appropriate source for a solution. Customers needing help with feature usage questions will be directed to the appropriate user group forum.
For all other support requests, the Miva Merchant support technician will create an incident entry into the help desk system database. The request will be given a priority and remain open in the database until the customer acknowledges that it has been fully resolved.
Miva Merchant Support
Miva Merchant Service Club members can receive support in the following areas, depending on their Miva Merchant Service Club level:
Installation support will be provided until:
- It is determined that the user is attempting to install the software in an improper environment. The user will be referred to or given information about environment requirements and/or advised to contact the party responsible for their operating environment for support.
- It is determined that the copy of the software being installed is damaged or modified. The user will be referred to or given information about acquiring a "clean" copy of the software.
- A bug is found that prevents the installation. A bug report will be turned in, and a work around to the bug will be provided if available.
- The software has been installed allowing access to the runtime and administrative interfaces.
Support for upgrading to the current product version will be provided until:
- It is determined that the user is attempting to upgrade the software in an improper environment. The user will be referred to or given information about environment requirements and/or advised to contact the party responsible for their operating environment for support.
- It is determined that the copy of the software being upgraded to or from is damaged or modified. The user will be referred to or given information about acquiring a "clean" copy of the software.
- It is determined that the current data that the software is accessing has been modified/manipulated in a any way other than by the proper use of the runtime and/or administrative interfaces of an unmodified copy of the software. The user will be referred to or given information about reinitializing the data using a "clean" copy of the software.
- A bug is found that prevents the upgrade. A bug report will be turned in, and a work around to the bug will be provided if available.
- The software has been upgraded allowing access to the runtime and administrative interfaces of the current release of the product.
Support for problems encountered in the normal operation of the product will be provided until:
- It is determined that the user is attempting to use the software in an improper environment. The user will be referred to or given information about environment requirements and/or advised to contact the party responsible for their operating environment for support.
- It is determined that the copy of the software with which the user is experiencing the problem is damaged or modified. The user will be referred to or given information about acquiring a "clean" copy of the software and/or advised to contact the party responsible for the modifications for support.
- It is determined that the user is attempting to use the software to do something it is not designed to do. The user will be referred to or given information about the software's proper use.
- It is determined that the current data that the software is accessing has been modified/manipulated in a any way other than by the proper use of the runtime and/or administrative interfaces of an unmodified copy of the software. The user will be referred to or given information about reinitializing the data using a "clean" copy of the software.
- A bug is found that prevents the software from performing properly. A bug report will be turned in, and a work around to the bug will be provided if available.
- The problem has been resolved allowing the user to continue normal operation of the product.
Miva Merchant Empresa and Miva Merchant Mia Support
Miva Merchant Service Club members can receive Miva Merchant Empresa support in the following areas. Miva Merchant Mia is unsupported unless the user has purchased a commercial (paid) license.
Installation support will be provided until:
- It is determined that the user is attempting to install the software in an improper environment. The user will be referred to or give information about environment requirements and/or advised to contact the party responsible for their operating environment for support.
- It is determined that the copy of the software being installed is damaged or modified. The user will be referred to or given information about acquiring a "clean" copy of the software.
- A bug is found that prevents the installation. A bug report will be turned in, and a work around to the bug will be provided if available.
- The software has been installed allowing the Miva Merchant Engine to parse MivaScript (.mv) files from within the assigned mivaroot directories, and read and write data within the configured data directories, and copy/move files between the data and mivaroot directories.
Support for upgrading to the current product version will be provided until:
- It is determined that the user is attempting to upgrade the software in an improper environment. The user will be referred to or given information about environment requirements and/or advised to contact the party responsible for their operating environment for support.
- It is determined that the copy of the software being upgraded to or from is damaged or modified. The user will be referred to or given information about acquiring a "clean" copy of the software.
- A bug is found that prevents the upgrade. A bug report will be turned in, and a work around to the bug will be provided if available.
- The software has been upgraded allowing the current release of the Miva Merchant Engine to parse MivaScript (.mv) files from within the assigned mivaroot directories, and read and write data within the configured data directories, and copy/move files between the data and mivaroot directories.
Support for problems encountered in the normal operation of the product will be provided until:
- It is determined that the user is attempting to use the software in an improper environment. The user will be referred to or given information about environment requirements and/or advised to contact the party responsible for their operating environment for support.
- It is determined that the copy of the software with which the user is experiencing the problem is damaged. The user will be referred to or given information about acquiring a "clean" copy of the software.
- It is determined that the user is attempting to use the software in an improper environment. The user will be referred to or given information about environment requirements and/or advised to contact the party responsible for their operating environment for support.
- It is determined that the user is attempting to use the software to do something it is not designed to do. The user will be referred to or given information about the software's proper use.
- A bug is found that prevents the software from performing properly. A bug report will be turned in, and a work around to the bug will be provided if available.
- The problem has been resolved allowing the user to continue normal operation of the product.
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