SLA (Service Level Agreement) and Technical Details

This agreement includes the Technical Support, Upgrades and Service & Maintenance for powerdraw Well Schematic Drawing Plug-in to Microsoft Visio, Perpetual License(s). This agreement is ratified with purchase confirmation and will remain in force for one year’s duration, established either from the purchase date; or the end date of the previous SLA; or a date agreed upon by the client and C-mach. This agreement remains as valid until either expired by the annual term, terminated by the client or if a revised agreement, mutually agreed upon by client and provider, replaces it. Each SLA renewal is license specific, same as licensing – one user / one license. The SLA terms are only applicable to the individual license and the user of that license.

Tech Support

Includes e-mail response within 24 hours or sooner to users with SLA in place. If phone support is unavailable, an effort to return all messages (with a telephone call) within 24 hours, will be made. Phone support callback may be scheduled.

Upgrades

Powerdraw Version Upgrades or Tool Icon Library Upgrades are available, when release, to users with SLA in place. The choice to upgrade, if available, resides wholly with the Client. Complete backward compatibility of future versions is not a guarantee. Changes in the Microsoft Visio software, Visio or Windows Operating Systems are quite often beyond our control and may require making improvements or changes to powerdraw that may compromise legacy or may even require upgrading Microsoft products.

Service & Maintenance

Includes all Bug Fixes in a timely manner or offer an acceptable short-term work-around to users with SLA in place. Includes Security Patches, if required, resulting from being a Plug-in in the Visio and Windows OS environment.

Service Level Agreements Extension

Extending the Service Level Agreement is optional and not a condition of using the Software. An SLA in place grants the user another year of the listed SLA benefits. The cost is as per current price list. If the SLA Extension is declined or lapses, a Reinstatement option is available, if used within a six-month grace period from the lapsed expiry date. The Reinstatement fee cost is as per current price list.

Technical Requirements

powerDRAW is a VSL/COM based Plug-In to Microsoft Visio. It is compatible with Visio 2016, 2019, 2021 One-Time Purchases or the 365 Subscription (Visio Plan2). Either Standard or Professional are both compatible, but only Standard is required. Visio must be purchased separately. It is compatible with Windows 10 or 11. Home or Professional editions. Windows 7, 8, XP and Vista are NOT supported. Currently only available and supported in ENGLISH OS and ENGLISH Visio.

Licensing

Powerdraw is licensed as one user, one CPU and one computer installation. It is not supported as: a Network, Multi‐user, or Pool licensing; or a Windows Virtual Desktop Server; or Citrix server. Includes complete current library of tool icons and both Imperial and Metric generic drawing templates. Purchase includes Installation Support and one year, SLA (Service Level Agreement), which Includes Tech Support, Service & Maintenance, and Upgrades. SLA extension beyond one year is available but not a requirement for continued use of the program. We extend IT the option to install powerdraw licenses beyond the agreed licensing agreement, to manage license transfers for workforce changes. We may periodically request Administration to review a supplied ‘user list’ to manage the ‘count’ for each company. We deactivate unrequired licenses from our server. Install program as needed – when needed. The use of a courtesy second license, laptop & workstation, for the same user is allowed. C-mach does reserve the right to withdraw this courtesy if abused.

Functionality

Starts as a separate Windows application and then it starts and configures Visio and its workspace. Requires an Internet connection for product registration & activation and license verification. The activation key is automatic and part of the installation process. It is not a requirement to record of save the key to reinstall powerdraw. Can be run offline (no internet connection) for a defined period, typically three months as determined by the client. If the offline period is reached, open powerdraw while connected to the internet and the defined period will reset automatically.

Installation Files

All installation files are downloadable from our servers using provided links. All upgrades, updates, service packs and customization packages delivered in the same downloadable manner. The latest Installation Worksheet has the current install file links and instructions. It is available at any time upon request as part of the SLA in place