This page describes the standard approach. A product page, paid support plan, order, statement of work, or signed project agreement may provide different terms. The product-specific record controls when it is more specific than this summary.
Standard product information
A released product may include:
- Published installation and configuration documentation
- Release notes, requirements, compatibility, and known limitations
- The general support contact identified on the product page
- Generally released corrections or updates for which the entitlement is eligible
Standard support does not promise a response or resolution within a fixed time. It is not an ongoing maintenance, monitoring, emergency-response, or preventive-service agreement.
Work normally quoted separately
- Onsite work or remote access to a customer system
- AV, RTI, ELK, HVAC, network, security, or third-party programming
- Installation, wiring, commissioning, backup, or recovery
- Custom features, interfaces, reports, workflows, or device support
- Diagnosis of unsupported or customer-modified environments
- Guaranteed response, after-hours availability, or monitoring
- Organization branding, private-label builds, and branded updates
Victory does not currently advertise a general ongoing software maintenance agreement. Product- or project-specific support can be quoted when its scope and service level can be stated responsibly.
Before requesting support
Gather the following without including credentials or private data:
- Product name and exact version
- Hardware, controller, operating-system, and relevant firmware versions
- What was expected and what occurred
- Safe reproduction steps and the approximate time of the event
- Diagnostic messages with personal information and secrets removed
- Recent network, project, firmware, API, or software changes
Do not send passwords, private keys, live access tokens, protected health information, payment-card data, or another customer’s confidential material through the general inquiry form. We will arrange a secure exchange when the issue requires one.
Updates and compatibility
Victory may release security fixes, corrections, compatibility changes, or features. The product record states whether an entitlement includes all updates, updates through a date, a major version, or only the downloaded version.
Third parties can change firmware, APIs, operating systems, development tools, hardware, or platform rules outside Victory’s control. Restoring compatibility may require a new release or separately quoted development. Check compatibility before updating a connected production system.
Release states
- Stable
- Released for ordinary production use.
- Beta
- Available only for approved testing and may change before stable release.
- Archived
- Retained for a documented reason and may no longer receive ordinary support.
- Withdrawn
- Removed from ordinary access because of a material defect, security issue, rights problem, or unsafe incompatibility.
Do not place a beta build into production unless its terms and project plan expressly permit that use.
Custom, branded, and private-label products
Custom correction periods and support boundaries belong in the statement of work. Later features, compatibility changes, or support are quoted separately unless a continuing service is expressly included.
A branding or private-label agreement must state who provides first-line support, who receives escalations, which branded updates are included, how security notices reach end users, and what fees apply to later builds. A free standard product does not make custom or branded work free.
Security and contact
Use the contact page to request a safe reporting method for a security concern. Necessary product, account, license, or security notices remain separate from optional marketing communication.
For general documentation and product information, visit Software Documentation and Support. For custom development or paid assistance, submit a project inquiry with the product and version.