Invoicing of Anveo Services

Dear Anveo partners and customers,

We are always happy to assist and support you in the best way possible, which is why a good partnership and collaboration with you comes first. For maximum transparency, we would like to present you with a precise definition of the difference between free of charge and chargeable Anveo Services.  

Anveo Service and Support is free of charge, when:

1. a customer or partner has general questions about our products
   i.e. “What does Anveo offer? What are the advantages of Anveo over product XY?”
2. a customer or partner has general questions in regards to feasibility
   i.e. “Can Anveo do this and that? Is our requirement XY possible with Anveo?”
3. you are looking for an online presentation of an Anveo product
4. we review sample files or requirements lists and, based on these and our experience, make an unbinding, rough cost estimate
5. we provide you with a link to our Knowledge Base, and other such self-help advice. If more time and assistance is needed, then this time is chargeable.  
6. our support team fixes a bug for a feature that is the responsibility of Anveo. This includes the core features of the Anveo tools according to official Anveo documentation. Any necessary customizations for a proper business process are not free of charge and always represent a costly change request.

For points 1, 2 and 4, such questions should be few, easy to read and answered by our support teams, and contain only very approximate and non-binding estimates of times and prices.

Anveo Service and Support is chargeable, when:

1. a customer or partner has specific questions about the implementation of certain requirements or functions with an Anveo product
   i.e. ”How do I setup Anveo to implement this and that?“
2. a customer or partner wishes to receive Anveo Training
3. we conduct a detailed requirements analysis in order to provide a concrete cost estimate
4. we plan a specific project implementation
5. we implement or document specific project steps
6. our support team fixes an bug, an issue or an error that was not caused by Anveo or is not within the responsibility of Anveo’s core functions
7. our support analyses performance issues.

We look forward to working with you in the future!