The software commercialized by Alveni is subject to the following support and warranty policies:
Warranty Policies
a) Third-party “off-the-shelf” commercial software
For any software offered either individually or as a complement to an electronic component marketed by Alveni (either “standalone” or as part of a kiosk or integrated solution), Alveni does not provide a specific warranty. It is offered “as-is,” meaning exactly as provided and supported by the manufacturer. The client is responsible for reviewing the features, limitations, scope, and requirements of the software prior to purchase. No exchanges or returns are allowed. This includes Operating Systems, drivers, APIs and SDKs, Web Services, and any other software not developed or manufactured by Alveni (e.g., Sitekiosk, Zoom, etc.).
b) Custom developments by Alveni
Software modules and/or web pages developed by Alveni include a limited warranty of 90 calendar days after full delivery and approval by the client. The limited warranty includes resolution of functionalities that were defined and agreed upon between the client and Alveni during the planning stage, and that are outlined in both the project scope RFP document and Alveni’s software development proposal approved by the client.
After the warranty period, any adjustments, errors, or modifications not reported by the client within that period—as well as any review and/or troubleshooting related to software reinstallation, changes in the OS or environment, interaction with other applications, etc.—will incur additional costs. These costs will be communicated to the client for approval.
Support Policies
All software marketed by Alveni will include 1 year of support services from the delivery date of the device(s) and/or software, unless otherwise specified in the proposal, with the option to extend to 2 or 3 years for an additional cost. Support will be provided according to Alveni’s general support policies, response times, and guidelines.
Alveni will provide support services related directly to software operation, including help with:
Software download
Installation
Basic configuration (advanced configuration and reconfiguration have an additional cost)
Functionality, performance, and features
Updates and Upgrades*
Bugs or software defects
Not included:
Software programming or reprogramming
Software reinstallation on another CPU, server, or hardware environment
Custom configurations or reconfigurations
Adding/removing/modifying (ABC) devices, users, policies, or settings
Development of new versions or features by the manufacturer or Alveni
Fixes for software bugs not on the manufacturer’s roadmap
Troubleshooting related to OS upgrades, driver changes, or other application changes
Hardware/software configuration of third-party items not provided by Alveni
Integration with other software or hardware
On-site visits
Transfer of software knowledge
Delivery of source code (except when defined in the proposal)
*As per the Update and Upgrade policies.
All support services will be provided according to Alveni’s policies via the Customer Service Portal: https://portal.alveni.com
Upon receiving a report or case, it will be determined whether the software is under warranty and/or if any specific cost applies based on the report, which will be communicated to the client for approval. If troubleshooting is needed to determine the cause of an issue and it is found not to be covered under warranty or free support, the client must pay for the professional troubleshooting services and, optionally, the resolution of the incident.
Documentation
Documentation for each software is generated by the software’s manufacturer according to their own criteria and policies:
Not all software comes with documentation
Documentation may be in a language other than English
If available, Alveni will provide it electronically via the manufacturer’s help system and/or in PDF format
Alveni does not guarantee documentation will meet the client’s expectations, and printed manuals may not exist
Documentation is subject to change per the manufacturer’s policies
For custom developments by Alveni, no documentation is included by default. If any documentation (installation/user manuals, etc.) is needed, it must be defined during the planning stage and will incur additional costs
Licensing and Serial Numbers
Some software may require a license and/or serial number. If required for operation, this will be indicated to the client and delivered electronically.
Source Code
The software marketed by Alveni, whether “off-the-shelf” or custom developed, never includes source code. If source code is required, it must be defined during the planning stage and will carry an additional cost of at least 2.5x the development cost for internal use, or 5x if the client intends to commercialize the software.
Intellectual Property, Copyright, and Legal Considerations
The software marketed by Alveni includes only usage rights—whether off-the-shelf or custom developed. Intellectual property and copyright belong to the developer (Alveni or third-party). If the client requires transfer of IP rights, feasibility will be assessed case by case and may incur additional costs. This transfer is not guaranteed in all cases.
Installation and Setup
Software installation, configuration, calibration, or customization is not included by default. If required, Alveni must be requested to include it in the commercial proposal. These services may incur additional charges.
Training
No software includes training or user manuals unless specified in Alveni’s commercial proposal. All training & knowledge transfer services incur additional costs. Alveni’s policy is to conduct training via video-conference (Zoom or similar), and the client must have the infrastructure to support this. If on-site training is needed, it must be coordinated with Alveni’s commercial advisor, is subject to availability, and will incur additional costs.
Versions and Upgrades
The software provided includes the current version at the time of sale. Updates and upgrades are not included unless specified in the commercial proposal from Alveni.
End of Life (EOL)
Alveni is not responsible for software that reaches its “End of Life” (EOL) status by the manufacturer. If an EOL is announced, Alveni will attempt to inform clients so they can take action to upgrade or switch to other software that meets their needs.
Software Defects
If a defect or bug is found in software marketed by Alveni, Alveni will notify the developer to initiate an internal investigation and make commercially reasonable efforts to resolve it. This may result in the fix being included in a future software update. Alveni is not responsible for bugs unresolved by the manufacturer. For software developed by Alveni, efforts will be made to resolve defects if the software is under warranty. If not under warranty, the cost to resolve the issue will be quoted to the client for approval.
Minimum and Recommended Requirements
Each software defines minimum and/or recommended technical requirements. Clients must review and ensure compliance with these requirements in their production environment before purchasing. Alveni is not responsible for software malfunctioning in environments that don’t meet these specifications.
Transfer of Knowledge to Third Parties
The transfer of knowledge to another vendor or third-party service provider, including but not limited to the preparation and/or delivery of documentation, training, or support materials for such purposes, is not included as part of the standard support services.
Should such a transfer be requested, it will be subject to a separate agreement and will incur additional costs, which will be quoted on a case-by-case basis depending on the scope, complexity, and level of effort required.
For any other matters not mentioned in this Policies, please contact your Alveni representative.