Our technical support can provide you with answers to technical issues that may arise with software or hardware purchased from Visiopharm.

We provide complimentary support to Visiopharm customers during their first-year purchase warranty or customers with a Professional Online Support package.

After we have evaluated your technical support issue, one of our qualified support engineers will reach out to you on the phone, over email, or via Live Remote Support.

Examples of Technical Support Items

• Configuration
• Troubleshooting of software
• Bug fixes in software

Examples of Non-Technical Support Items

Sometimes a problem may arise that is outside the scope of Visiopharm technical support or not within your current software maintenance subscription.

Examples include:

• Training on Visiopharm products
• Software updates
• Custom written and/or modified image analysis APPs
• User computing environments
• General IT support (i.e., installation of Microsoft service packs, the configuration of user rights, network
  connections, and IT hardware problem troubleshooting)

In those cases, you can purchase support hours if it’s an issue we can solve.

You can purchase application support hours as part of a 4 or 8 hours Professional Online Support package.

It includes guidance for image analysis and stereology approaches for custom projects, technical advice, workflow optimization, and sparring, which will be taken care of by a Professional Service specialist in sessions either on the phone, over email, or via a web session.

A subscription to the Software Maintenance Service protects your software investment and is the most cost-effective way to get the latest product versions and unlimited technical support.

The Software Maintenance Service guarantees that you always have access to the latest version of your Visiopharm software products. New software releases include product improvements, bug fixes, and compatibility with updated hardware drivers and new Microsoft operating systems.

The Software Maintenance Service provides you with unlimited access to our technical staff by phone, email, or remote desktop sharing. Visiopharm technical support engineers will assist with the configuration and troubleshooting of software products sold by Visiopharm or international partners.

Are Visiopharm’s product affected by the Log4J vulnerability?

No, Visiopharm products are not using the Apache framework and is thereby not affected. Please see further information about Log4J vulnerability here.