Technical Support Handbook
Contents
1. Note For Warranties see section 7 Opening a Case via email is not offered for all products See section 3 4 Email Support for more details Business hours are defined in Table 3 1 Access to upgrades updates and Hot Fixes for Standard and Premium Support depend on Support and Maintenance payments being current See section 5 3 Maintenance Downloads for more information on how to obtain updates See section 5 4 for End Of Life information related to Updates Driver updates for the EasyLobby Intellicheck DCM require that a current EasyLobby Maintenance contract be in place Firmware and driver upgrades for legacy products are available on a limited basis Contact Technical Support for more detailed information External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P8 2 4 FARGO Authorized Service Provider Authorized Repair Provider ASP ARP Programs HID FARGO Authorized Service Providers ASPs are able to provide quality timely technical support and repairs to their End Users ASPs attend a multi day training course to become certified HID FARGO Authorized Repair Providers ARPs are an extension of the HID Global Repair Department and are paid by HID to perform repairs To qualify to become an ARP providers must first become an ASP Contact your sales account representative for more information about the ASP or ARP program For general Warranty2. HID Global Customer Guide to Technical Support and Maintenance Identity and Access Management IAM DOC 00083 5 1 5 October 6 2015 The Trusted Source for Secure Identity Solutions HID Global Technical Support Handbook P2 Table of Contents 1 ACE EE 4 2 Support e 1 E 5 22 ENGEOIEN sici hieasc Ed a Edge vv asec eds ce dee SE geed 5 2 2 Support Offerings ET 5 EC WEE H 2 4 FARGO Authorized Service Provider Authorized Repair Provider ASP ARP Programs 8 3 Contacting Technical Support s sssasacsssssseascsessa nosso oeaeiosnia co casinsaniosnda canais cesadasa dado ssi casas iaran assa anda 9 CN 01a E AA E A E T 9 3 2 E STT ee 9 gs Telephone SUpporta us secesedeeccius aaaea aaa aede teehee ema ee ag veces Geeustd pule Gaana 9 3 4 GEET e 11 3 4 1 Following Up an Existing Case via Emal rear enaeaaea near aaaanannenanas 11 3 4 2 Initiating a Case via Email rr eap iaeiae are near aa aaa a aana Oii Aa near annnanas 11 3 5 Embedded Solutions Applications Engineering 11 4 Case Management assa eee qi sido da 12 d OVERVIEW EE ENEE 12 4 2 Support Self Service Knowledge Basel 12 4 3 Support LevelS iseia E EA cyatecegate vaste aE exes sysdareeudegeededeeasdeaversegdueee cede 12 4 3 1 Definitions of Support Levels ars raaraneraaaaraa aaa aaaaaaanaeaa near na nana nana 12 4 3 2 Support Level Responsibility 2 iastedassaraisosto css nataan aa aaaea Aia aa ege fassa saindo anual 14
3. Printers Asure ID EasyLobby Networked Controllers AS Appliance AAA CMS ActivClient SSO CoreStreet naviGO Tokens All ActiviD products Hours 08 00 19 00 07 00 18 00 08 00 18 00 09 00 18 00 08 00 19 00 09 00 18 00 08 30 17 30 17 00 Friday UK Time 09 00 17 00 CET 09 00 17 00 CET or per contract 09 00 18 00 Language s English English English Spanish Portuguese English Russian French Spanish English French Spanish English English Cantonese Mandarin English Cantonese Mandarin Contact Information 1 866 607 7339 1949 742 2383 P 10 1 866 607 7339 option 5 1 949 742 2383 1 800 670 6892 52 55 5081 1657 55 11 5514 7100 44 0 1440 711 822 33 0 1 42 04 80 80 44 0 1483 541 544 33 0 1 42 04 80 80 852 3160 9833 852 3160 9873 1300 868129 Australia Table 3 1 HID Technical Support hours languages and phone numbers per product and region External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved City HID Global Technical Support Handbook P11 3 4 Email Support 3 4 1 Following Up an Existing Case via Email Email may be used when follow up is necessary for a Case opened via the Web or Phone When using email for following up with a Case replying to the emails from HID Technical Support will ensure that the relevant HID support emai
4. Technical Support Handbook P18 4 7 2 Third Party products tested for compatibility by HID For a third party product that HID does not sell but tests for compatibility HID will endeavor to assist in the troubleshooting of an issue with the third party product only as it relates to the functioning of the HID product The third party product must be of a compatible version listed in the product documentation or data sheet Troubleshooting the problem may involve removing the third party product from the environment HID Technical Support will assist the Customer by opening a support case with the third party provider as necessary Examples e Operating Systems e Databases 4 7 3 Third Party products neither sold by nor tested for compatibility by HID For a third party product that HID does not sell and does not test for compatibility or the third party product is of an untested version HID only offers best effort support If an issue is suspected with the unsupported third party product the Customer may be asked to change to a supported version or supported third party product If there is a suspected problem with the third party product in relation to its operation with an HID product a support case may need to be opened by the Customer to the third party Products developed by Embedded Solution s OEMs are considered to be this category of product Examples e Access Control Panels e Networking Hardware e Certain biometric enroll
5. The yearly support fee of 10 000 expires on March 31 and is allowed to lapse On July 30 the lapsed support fee is quoted at 10 500 10 000 for the yearly renewal and 500 is 15 of the four month period 0 15 x 3 333 The new expiration date is still March 31 of the following year Customers opting to terminate their licenses e g reduce the number of users may also do so at the end of a maintenance period Reimbursements of support fees for past periods will not be given If the Customer wishes to increase the number of users in the future then the Customer must purchase new licenses and support for the additional users 6 4 Purchasing Additional Licenses with Support ActivlD HID policy is that when Support and Maintenance is purchased it must be purchased for all active ActivID licenses and not a portion or subset of those licenses When purchasing new licenses all past expired licenses must be renewed for the same product installation External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P 26 7 Warranty the Return Merchandize Authorization RMA Process and special Hardware Support 7 1 Overview Hardware Support options Warranties and RMA procedures vary by product This section outlines what you need to know about hardware support 7 2 PACS and Secure Issuance Products 7 2 1 Warranty Readers Credentials Programmers and Printers are c
6. AB All rights reserved CJ HID Global Technical Support Handbook P 23 5 4 End Of Life The End Of Life EOL policy varies depending on the HID product area The EOL status of certain products can be found online https www hidglobal com product support life cycle For other products contact Technical Support for End Of Life information 5 4 1 Embedded Solutions EOL The EOL for embedded solutions products is managed through direct contact notifications with the embedded OEMs that have embedded the HID technology product within their systems External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P 24 6 Support Procurement and Renewal Process 6 1 Overview This section applies to Standard and Premium Support only not Free or Custom Technical Support Normally Standard or Premium Support is purchased at the time of initial product purchase and renewed annually Support includes the ability to contact HID Technical Support and the provisioning of Maintenance This section covers the particulars of Support procurement and renewal Note For the ActivID Authentication Managed Service Support is not procured separately See Appendix A Managed Services for more information on the ActiviD Authentication Managed Service 6 2 Initial Procurement 6 2 1 ActiviD HID highly recommends that customers purchase Technical Support at the time of initial sof
7. Holidays e Jour de An New Year s Day e Lundi de P ques Easter Monday e F te du Travail Labor Day e Armistice 1945 e Ascension e F te Nationale National Day e Assomption e Toussaint All Saint s Day e Armistice 1918 e No l Christmas B 6 Hong Kong Office Holidays e The first day of January e Lunar New Year s Day e The second day of Lunar New Year e Thethird day of Lunar New Year e Good Friday e The day following Good Friday e The day following Tomb Sweeping Day Ch ing Ming Chieh e The day following Easter Monday e Labour Day e The Birthday of the Buddha e Dragon Boat Festival Tuen Ng Jit e Hong Kong Special Administrative Region Establishment Day e The day following the Chinese Mid Autumn Festival e National Day e Double Ninth Festival Chung Yeung e Christmas Day e The first weekday after Christmas Day External Use O 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID Global Technical Support Handbook P 32 Copyright 2009 2015 HID Global Corporation ASSA ABLOY AB All rights reserved Trademarks HID GLOBAL HID the HID logo 4TRESS Actividentity and ActivID are the trademarks or registered trademarks of HID Global Corporation or its licensors in the U S and other countries The absence of a mark product service name or logo from this list does not constitute a waiver of the HID Global trademark or other intellectual property rights concerning
8. any emergency or force majeure event by the total number of actual minutes in such month multiplied by 100 Scheduled Uptime Scheduled Downtime HID will use reasonable efforts to provide Customer with a minimum of 7 days advance notice for all scheduled downtime to perform system maintenance backup and upgrade functions for the Services the Scheduled Downtime if the Services will be unavailable due to the performance of system maintenance backup and upgrade functions Scheduled Downtime will not exceed 8 hours per month and will be scheduled in advance during off peak hours based on Pacific Time HID will notify Customer s administrator via email of any Scheduled Downtime that will exceed 2 hours The duration of Scheduled Downtime is measured in minutes as the amount of elapsed time from when the Services are not available to perform operations to when the Services become available to perform operations Daily system logs will be used to track Scheduled Downtime and any other Service outages Unscheduled Downtime Unscheduled Downtime is defined as any time outside of the Scheduled Downtime when the Services are not available to perform operations but excluding any outages caused by elements outside of HID s reasonable control including without limitation the failure of any third party vendors or hosting providers the Internet in general or any emergency or force majeure event The measurement is in minutes Ext
9. definition is not fully regression tested See Hot Fixes below A Service Pack can also contain new functionality or can refer to a collection of releases e g a Service Pack for a printer might contain both a firmware release and a driver update Service Packs are generally denoted with an SP added to the end of the version number e g the first Service Pack for version 6 6 may have the official version number of 6 6 100 3 but be commonly known as 6 6 SP1 Service Packs generally provide an upgrade path from the previous release and generally guarantee backwards compatibility Always check the release notes for specific information about compatibility External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P21 A Service Pack generally does not include any updates to training material or product documentation Service Pack installation instructions are generally provided within a README file Release Notes or the Product Documentation 5 2 4 Hot Fixes Builds A Hot Fix is a patch to the product that has been released to address a defect or in rare cases an enhancement request in the product e g 6 6 with Hot Fix FIXS1101032 which might be represented as 6 6 100 5 Hot Fixes are not fully regression tested and customers are therefore advised to install a Hot Fix only if it is believed they are experiencing the issue outlined in the Hot Fix notification Ho
10. for the Customer to send a log file This SLA table applies to incidents that were properly pre qualified with steps to reproduce as applicable For elements of the SLA specific to the Managed Services see Appendix A External Use O 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P16 4 6 Request Types 4 6 1 Defects Bugs Defects or Bugs are problems that exist within a product that prevent the product from performing a function that the product documentation claims it can perform If a suspected defect is confirmed by HID Technical Support the Technical Support Engineer will log the defect in the HID Global issue defect tracking system New product code or a hardware change is generally necessary in order to resolve a defect If the defect is confirmed by Engineering new code is usually delivered as a Hot Fix if the customer is experiencing an emergency situation In some cases HID may decide to address a defect in a future release of the product particularly if the creation of a Hot Fix is not possible 4 6 2 Enhancement Requests Enhancement Requests are additional product features suggested by customers to make the product easier to use or add new functionality Enhancement Requests are tracked in the same HID Global issue tracking system as product defects and are generally reviewed at each new product version release If an enhancement request is urgent then
11. imp dE 20 External Use O 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P3 5 2 3 Service Packs Patch PHelease AAA 20 5 2 4 HotFixes BUNS TE 21 5 3 Maintenance Downloads cece eeeeeeeeaeee cece eeceeaaaaeeeeeeeeecaaaeaeeeeeeeseceqaaeaeseeeeeedeseaeeeeeeeeeeeeeea 22 54 End Of EC 23 5 4 1 Embedded Solutions EOL eege Seege sten tative tered ee Eege 23 6 Support Procurement and Renewal Process ccccssccsseceeseceeeesseseaeenseeeeeeeeeseaesaseeeenseeeesneeeseaesnaneeenseaeneas 24 Ga Ne TEE 24 62 Initial Procurement eegne 24 6 2 1 ACUVID E 24 6 22 pivCLASS and Codebench mia slim Ail lee REENEN aid cutie ed en 24 E WEE ET 24 6 3 1 Reinstatement Fees and Termimaton ater aaarernaaaaren na naarenna near 25 6 4 Purchasing Additional Licenses with Support cl 25 7 Warranty the Return Merchandize Authorization RMA Process and special Hardware Support 26 SEITEN EE 26 7 2 PACS and Secure Issuance Products rear creeanareaaearaa nana ane aaar aa aaaraanaanananaa 26 7 2 1 VE ui E 26 7 2 2 PRA EE 26 Vo ACUVID Products E 26 7 3 1 Wana 20202000 ona ee ee ee a i es a ee 26 7 3 1 4 Warranty Period EE 26 7 3 1 2 Warranty Coverage EE 26 7 3 2 RMA E 26 7 3 2 1 ee Eer 26 7 3 2 2 ACTIVID Ne EE 27 7 3 2 2 1 Token Lifetime Replacement Program 27 7 4 Embedded Solutions Products rr rareaaaaraacaeeanarea near renan anne anar anna aanannannaa 28 A
12. that name or logo The names of actual companies trademarks trade names service marks images and or products mentioned herein are the trademarks of their respective owners Any rights not expressly granted herein are reserved Revision History Date Author Description voce Feb 20 2013 Ben Erwin Rebranding Actividentity to HID ActivID 4 7 5 Dec 17 208 Ben En Se es EE Jan 24 2014 Ben Erwin Final copyedits 5 0 1 Corrected footnotes 3 and 4 in Table 2 1 5 0 2 Feb 4 2014 Ben Erwin Updated list of Professional Services to include Custom Training Added Support for Russian in EMEA French 5 0 3 Mar 7 2014 Ben Erwin for PACS in EMEA Sept 9 2014 Ben Erwin Added Holidays as Appendix B 5 0 4 Token batch number increased to 0840646 5 1 e Updated corporate headquarters address EE Ben Erwin Section 5 4 on EOL updated to reflect new additions to the website Table 2 2 clarification on software Upgrades 5 1 1 May 08 2015 Ben Erwin and Service Packs various pivCLASS updates June 12 2015 Ben Erwin Added link to Sales Policy Improved link to 5 1 2 Warranty Policy June 15 2015 Ben Erwin Updated text in 7 3 2 1 about Appliance RMA 5 1 3 External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P 33 July 18 2015 Ben Erwin Clarifying shipping policy for ActiviD RMA 5 1 4 Removed Argentina holidays Added Mexico 5 1 5 October 6 2015 Ben Erwin holid
13. to resolve the issue Depending on the manufacturer this can involve phone and or on site support or shipping the appliance to a regional repair center The customer must transfer any data from the original appliance to the replacement appliance Any replacement External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P 27 unit shipped is automatically invoiced A credit note will only be issued once the original appliance is received in good shape and in a sellable order at the return address provided by HID Instructions for handling field replaceable items and all RMA procedures will be provided by HID Support An extended warranty with on site repair option is available Contact your sales representative for details 7 3 2 2 ActivID Tokens RMAs for ActiviD Tokens are issued under one of the following circumstances e A device has a hardware fault within the HID standard 1 year hardware warranty period or e A device is covered under the Token Lifetime Replacement Program see section 7 3 2 2 1 below To initiate an RMA contact HID ActivID Technical Support Upon receipt of your request HID Support will provide you with an RMA Information Document that includes a troubleshooting guide as well as an RMA form to describe and identify device problems Once you have submitted the forms back to HID Support and your request has been deemed valid HID will assign
14. you an RMA number and provide you with detailed instructions on where and how to send your RMA shipment Please make sure to write the RMA number visibly on the shipping box to ensure proper processing Upon receipt your shipment will be tested and all defective tokens will be exchanged Notes HID has sole discretion to determine whether to issue an RMA number and or replace tokens Hardware devices that are not found by HID to be defective will not be exchanged regardless of whether HID has issued an RMA number Depending on the quantity to be replaced custom tokens may be replaced with standard tokens 7 3 2 2 1 Token Lifetime Replacement Program A device is covered by the Token Lifetime Replacement Program when it meets all of the following conditions e Device is one of the following o ActivID Token One ActivID Keychain Token ActivID Pocket Token ActivID Mini Token or ActivID Desktop Token o ooo e Device has a batch number of 0840646 or higher e Thetoken has a hardware fault e g missing pixels e The token being replaced must be part of a deployment of less than 5 000 devices with a valid uninterrupted support subscription for one of the following products o ActiviD 4TRESS AAA Server for Remote Access o ActivID 4TRESS Authentication Server for Enterprise o ActivID 4TRESS Authentication Appliance for Enterprise Note Devices with expired batteries can be returned with the exception of the ActivID Token One as the bat
15. A 3 20 ACUVID EE 14 44 Certification Trainin siic 00 its deel hades asics alee dees Eege ee SEENEN ee 14 4 5 Service Level Agreement GA 15 4 6 Request e TEE 16 4 6 1 Defects BUGS E 16 4 6 2 lee TEE 16 4 6 3 Requests for Technical Assistance 16 4 6 4 Embedded Solutions Support Requests cccccccsceceeeeeceneeeeeaeeeeeeeceaeeeceaeeeeaaeseneeeseaeeesaeeseaeeseeneess 17 4 6 5 RMA ee WEE 17 4 6 6 Sales and Pre Sales Aesletance errar creeanarea nana na nanaaanaa ana aaasaananaananaa 17 4 6 f e lu 17 4 7 Support for Third Party Produts seiceanna ge added 17 4 7 1 Third Party products sold by HID i000cc ea eee eee 17 4 7 2 Third Party products tested for compatibility by HID eeenneeeeeeeneeeee eases ee eaeeeeeeaaeeeeneaeeeenes 18 4 7 3 Third Party products neither sold by nor tested for compatibility by HID A 18 4 8 Escalation Procedures icassica asse re qusol grsasuaa indeed iaria aiee a EES BESSE deen er 18 4 8 1 Embedded SOMOS EE 18 AO TEE 18 4 10 Log Files and Customer Data 2 c0 cesetc dei cicaciiect eee ai eddenaneelenisdaamitessetebeedeimeatbeedeersecrean 19 5 Maintenance a E 20 SA OVSV EW eset ge e uegeghgeh eteg eeegeg d dedand send aguda fosaada Duna did de beband a a aaaea aaa ia aaia a daadaa a 20 de Maintenance ben Sessan S SE a A S s S gege 20 5 2 1 Upgrades Major Releases Abu EEEREN EE 20 5 2 2 Updates Minor Release Siain SES si apd nada o Aga sda adia sado Ra do
16. ail the support engineer shall agree with the customer on a secure method to exchange sensitive information providing confidentiality integrity and availability For example an FTP account specific to the support incident can be created for uploading log files If an FTP account is not desired files can be sent on media by traditional mail The FTP account and its contents are destroyed within 48 hours of the incident closure unless requested otherwise by the customer Support personnel shall use a separate communication channel physical or logical to exchange shared secrets used to protect transport of sensitive information Log files are never sent to a third party without a customer s consent For U S Government customers log files are not sent out of the country for analysis without prior consent Log files are kept on a secure FTP server for U S Government customers only and kept for at least 18 months Customers are responsible for providing clean information for instance software logs or screen capture absent any Personal Information before they send it to HID Support for troubleshooting purposes Personal information means information recorded in a material form or not about an individual whose identity is apparent or can reasonably be ascertained from the information Knowledge Base articles describing how to clean Personal Information from log files exist for each product In the event that HID Support receives Personal Informati
17. ays External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID Corporate Headquarters 611 Center Ridge Drive Austin TX 78753 www hidglobal com 1 949 732 2000
18. c Logic Analyzer Session of all I O d Configuration verification and e Swapping known good known bad unit All the above is mandatory and helps HID better understand and recreate the reported behavior and drive to root cause faster providing world class service to the embedded OEM community 4 4 Certification Training Certification Training may be required for particular products such as ActivID and pivCLASS When certification is required certified support personnel must be on staff at the direct customer Integrator Distributor or third party support provider to ensure Level 1 and Level 2 technical support Certification must be obtained for each product owned resold Customer personnel are certified by passing the certification exams for the products they are supporting Certification on any particular software product only applies to the major product version e g 5 x vs 6 x used at the time of the certification exam Certification on products does not guarantee access to product support services rather support services are provided only in connection with payment of the applicable support fees For information on the latest full course schedule see http Awww hidglobal com hid academy External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P15 4 5 Service Level Agreement SLA The following Service Level Agreement SLA table applies to software
19. contact your sales representative to discuss a possible CPO Custom Product Opportunity 4 6 3 Requests for Technical Assistance Requests for Technical Assistance are requests that are not related to product defects or suggested enhancements but are requests regarding the installation implementation or configuration of HID products These request types are not covered by HID Technical Support In such cases HID Support will forward these requests to the appropriate internal group for example Customer Service Sales or most commonly HID Professional Services Services may be on a separate fee basis Requests for Technical Assistance include but are not limited to e Installation Deployment or Upgrades o HID Installations or Upgrades o Third party Installations or Upgrades e g Databases Hardware Security Modules HSMs Certificate Authorities e Integrations o Integrations between HID and third party products e g Banking applications or PACS systems o HID or third party SDK API related integrations requiring coding assistance e Configurations o Complex configurations e g High Availability HA and failover o Database configuration tuning and backup o Security hardening o Performance tuning e Customizations o Customizing HID products e g New or updated custom smart card profiles or SSO scripts o Custom migration of or upgrade maintenance issues with any code that has been developed by Professional Services o Custom Traini
20. cts and licenses are co terminated and pro rated at the time of renewal The renewal date for future renewals is to be agreed upon with the direct customer and or authorized channel partner as well as their renewal account manager Either party may cancel the support subscription during any subsequent renewal period upon advance written notice registered or electronic mail of at least three 3 months prior to the anniversary date Should the direct customer or authorized channel partner decide to cancel the support subscription HID will not refund or credit the remaining service fees Customers who have cancelled or are otherwise not current on their Support subscription will not be able to receive Technical Support or receive product Maintenance External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P 25 6 3 1 Reinstatement Fees and Termination If a customer lets the support renewal lapse yet pays within a three month period then a reinstatement fee of 5 of the price of support for the lapsed period will be applied and the renewed subscription will begin at the end of the previous subscription If the lapse exceeds the three month period then a 15 reinstatement fee of the price of support for the lapsed period will be applied and the renewed subscription will begin at the end of the previous subscription Normal support fees for the lapsed period apply Example
21. erings Maintenance is always free unless noted otherwise In addition to Technical Support hardware items also have Warranty periods See section 7 for details on Warranty HID Global Technical Support offerings vary by product as listed in Table 2 1 below External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P6 Product Free Support Standard Premium Support Support Paid Paid Physical Access Physical Access readers credentials EasyLobby and Networked Controllers pivCLASS PAM and Software Secure Issuance FARGO printers Asure ID and Asure ID SDK FARGO SDK Identity Assurance ActivID Appliance AAA CMS ActivClient SSO CoreStreet naviGo TM OMNIKEY Embedded Solutions OEM Readers Modules and Chipsets Table 2 1 HID Support Offerings availability by product Note For Warranties see section 7 Physical Access readers includes pivCLASS readers The word Credentials as used throughout this document includes all form factors such as cards tags and fobs and also includes Crescendo smart cards Support for Crescendo smart cards includes support for Crescendo middleware For ActivClient middleware see Identity Assurance in the table above 3 For EasyLobby Technical Support is free and Maintenance is a paid service Asure ID Customer Support is always free of charge for Customers For your End U
22. ernal Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook Appendix B HID Technical Support Holidays B 1 US Offices Holidays e New Year Day e President s Day e Good Friday e Memorial Day e Independence Day e Labor Day e Thanksgiving e Day After Thanksgiving e Christmas Eve e Christmas Day P 30 In 2015 Good Friday and Christmas Eve will be the two floating holidays which are subject to change from year to year B 2 Mexico Office Holidays e New Year s Day e Constitution Day e Benito Juarez Day e Labor Day e Mother s Day e Independence Day 2 days e Revolution Day e Christmas Eve e Christmas Day e New Year s Eve B 3 Brazil Office Holidays e Confraterniza o Universal e Aniversario S o Paulo e Carnaval e Cinzas e Paixao de Christo e P scoa e Tiradentes e Dia do Trabalhador e Corpus Christi e Revolu o Constitucionalista e Independ ncia do Brasil e Nossa Senhora Aparecida e Finados e Proclama o da Rep blica e Zumbi Consci nci ncia Negra External Use O 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID Global Technical Support Handbook e Natal Christmas B 4 UK Offices Holidays e New Year s Day e Good Friday e Easter Monday e Early May Bank Holiday e Spring Bank Holiday e Summer Bank Holiday e Christmas Day e Boxing Day B 5 France Office
23. hnologies IDT products RFID Tags such as Animal Tags Clothing Tags etc are not covered This handbook is for all HID Global IAM Customers The term Customer is used to refer to any entity that has purchased products or services directly from HID Global such as Distributors Original Equipment Manufacturers OEMs and Integrators External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P5 2 Support Offerings 2 1 Overview HID Global offers a wide variety of products to meet many different needs and solve problems of greatly varying complexity As such HID Technical Support offerings vary considerably depending on the nature of the product This section covers available HID Global Support offerings and the services they include 2 2 Support Offerings HID provides multiple Technical Support offerings Free Support Standard and Premium Technical Support and various Custom Support offerings Technical Support is the ability to contact the HID Technical Support department for the resolution of suspected problems with HID hardware and software while Maintenance is the provisioning of upgrades and updates See section 5 Maintenance for more details Standard and Premium Support offerings include both Technical Support and Maintenance and for these offerings Technical Support and Maintenance cannot be purchased separately For Free Support and Custom Support off
24. ical Support Handbook P14 Example a Reviewing all information gathered from Level 2 Technical Support b Performing advanced troubleshooting and c Escalating the Case to HID Engineering as necessary 4 3 2 Support Level Responsibility HID provides Level 3 support to entities that have purchased directly from HID HID does not provide Level 1 and Level 2 technical support With few exceptions see the description of FARGO support in Table 2 1 HID does not provide support to indirect customers or End Users Customers are required to provide Level 1 and Level 2 support to the End User in order to qualify all technical support requests prior to engaging HID Technical Support Unqualified requests may be sent back to the customer for further evaluation Please also refer to the General Sales Policy at https www hidglobal com sites hidglobal com files resource_files current sales policy for more information 4 3 2 1 ActivID For ActivID products Customers may decide to outsource Level 1 and Level 2 Technical Support to a third party such as a member of the Implementation Partner Program Such third parties must abide by the same policies as outlined in this handbook 4 3 2 2 Embedded Solutions Embedded OEM technical support is limited to Level 3 support as defined above after the following basic troubleshooting is completed by the OEM a Minimum of 5 units exhibiting issue b Recreation of issue outside embedded environment
25. including pivcheck http www pivcheck com Secure Issuance FARGO and Asure ID HID Global Web Site Drivers and Downloads section Asure ID SDK Developer Center Identity Assurance ActivID Direct End Users http portal actividentity com Distributors OEMs Integrators http partnerportal hidglobal com HID Global Web Site Drivers and Downloads section including Keyboard Wedge OMNIKEY Embedded Solutions OMNIKEY 5x27CK UART SE Readers and Module SE Processor Developer Center Table 5 1 Maintenance Updates by product 1 Files are downloaded from a link provided by the Technical Support team or from an email provided to Maintenance subscribers The developer center is found at http www hidglobal com developer center 3 Software and drivers are downloaded using the URL and login credentials provided upon purchase It is possible to check if a new version of the software is available within the Codebench software The Drivers and Downloads section can be found at htto www hidglobal com drivers Asure ID software also has a built in auto notification of update feature The ActivID Direct End User Portal also allows customers to modify their alert subscriptions for Hot fix Notifications New Release Notifications Security Alerts and General Notifications e g Technical Bulletin External Use 2009 2014 HID Global Corporation ASSA ABLOY
26. information see section 7 External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook PQ 3 Contacting Technical Support 3 1 Overview Before contacting HID Technical Support please make sure that you have read through all of the Technical Support policies in section 4 Case Management 3 2 Web Support Web Support is provided for all products and all Support offerings Web Support Physical Access and Secure Issuance Option 1 One time online Case submission URL http www hidglobal com support technical support help ticket Registration None Option 2 Submit and Manage Cases online URL https www hidglobal com support technical support self serve login Registration Customers can register for an account if they do not have an account already Users at the same company can view and update each other s Cases online Web Support ActiviD URL https support actividentity com Description Submit Cases and view update existing Cases online Registration If you do not have an account with the ActivID Support Center then one will be created for you the first time you email support actividentity com Note It is strongly recommended that any email or Web initiated technical support requests for Urgent problems be followed up with a phone call to ensure the shortest possible response time See Table 4 1 for the definition of Urgent 3 3 Telephone Suppo
27. l address is used and the Case specific subject line remains intact This is necessary for proper logging of the email to the HID Case tracking system and will ensure the quickest possible reply An email without the subject line denoting an existing Case will create a new Case 3 4 2 Initiating a Case via Email Initiating a Case via email is possible for ActivID products For other products see section 3 2 Web Support and 3 3 Telephone Support ActivID Technical Support Email addresses support actividentity com support usa actividentity com U S Government Customers Notes When opening incidents via email it will facilitate the processing of your incident if the subject line is in the following format Subject Line Reseller and Customer Name Product and Version Brief Description of Problem e g Subject Line Security R US for ACME Co CMS 4 2 Having trouble issuing smart card Please also include the severity level in your email body It is strongly recommended that any email or Web initiated technical support requests for Urgent problems be followed up with a phone call to ensure the shortest possible response time See Table 4 1 for the definition of Urgent 3 5 Embedded Solutions Applications Engineering Embedded Solutions applications engineering support is provided directly with the assigned Regional or Head Applications Engineer by direct line phone and email The contact information for the applications engi
28. ment readers 4 8 Escalation Procedures The escalation process is designed to alert higher level managers when there is a need for additional resources to resolve an incident in a timely fashion Customers that are direct account holders at HID concerned with the handling of a particular incident should use the contact points below First Escalation Regional Support Manager HID _Technical_Support_Management hidglobal com Second Escalation Director of Technical Support HID Technical Support Directors hidglobal com Third Escalation Senior Director of Technical Support HID Technical Support Senior Director hidglobal com 4 8 1 Embedded Solutions In cases where additional support is required for embedded OEMs send an email to Embedded_Directors hidglobal com This email is distributed to each regional director and Global Applications Engineering Manager Director 4 9 Surveys When a Technical Support Case is closed the Case Management system sends an email to the customer asking them to participate in a survey of their experience with HID Technical Support Customer feedback both positive and negative is strongly encouraged and appreciated External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P19 4 10 Log Files and Customer Data This section applies only to ActivID products For customers concerned about sending potentially sensitive information via em
29. neering teams is not presented in this document as applications engineering support is only available post Product Development License Agreement PDLA execution External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P12 4 Case Management 4 1 Overview This section covers best practices for getting your Technical Support Case resolved at HID Global 4 2 Support Self Service Knowledge Base It is strongly advised that customers search the Knowledge Base before opening a Case with HID Many common issues are covered in the Knowledge Base Knowledge Base Physical Access and Secure Issuance URL https www hidglobal com support knowledge base Registration No login required Knowledge Base ActivID URL https support actividentity com Registration If you do not have an account with the ActivID Support Center then one will be created for you the first time you email support actividentity com 4 3 Support Levels 4 3 1 Definitions of Support Levels Level 1 Technical Support consists of basic End User questions that can usually be answered by referring to the product documentation HID Global website or Knowledge Base Example PACS A question such as How do enroll cards onto my EntryProx can be answered by referencing the product documentation Example Secure Issuance A question such as Can upgrade my current printer with option
30. new major features and can contain bug fixes A Major Release is indicated by incrementing the numeral immediately to the left of the first character in the version number of the software e g the release following version 4 6 could be 5 0 Major Releases may not provide an upgrade path from the previous major release or guarantee backwards compatibility backwards compatibility is often referred to as having been regression tested Always check the release notes for specific information about compatibility Major Releases usually require that new product documentation and a new training course be created to cover new features 5 2 2 Updates Minor Releases Updates or Minor Releases contain new minor functionality and can contain bug fixes A Minor Release is usually indicated by incrementing the numeral to the right of the first character in the version number of the software e g the release following version 4 100 could be 4 200 Minor Releases generally provide an upgrade path from the previous minor release and generally guarantee backwards compatibility Always check the release notes for specific information about compatibility Minor releases generally do not require re training but might include updates to product documentation 5 2 3 Service Packs Patch Release A Service Pack or Patch Release is generally a collection of Hot Fixes and other bug fixes that has been fully regression tested a Hot Fix on its own by
31. ng e Migrations o Migrating from one HID product to another e g STRESS AAA to ActivID Authentication Server o Switching product vendors from a third party to HID o Moving existing software to a new hardware platform External Use O 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P17 4 6 4 Embedded Solutions Support Requests Embedded solutions support requests are handled directly with the Regional and or Head Applications Engineer assigned to the embedded OEM 4 6 5 RMA Requests Return Merchandise Authorization RMA Requests are requests to return products that were delivered incorrectly or are faulty or suspected of being faulty See section 7 for details on the RMA process 4 6 6 Sales and Pre Sales Assistance If you are seeking assistance on pilot installations demonstration units pre releases alphas betas etc are interested in sample products or have technical questions about product features and differences for making purchasing decisions then please contact your Sales account manager unless specific instructions were otherwise specified e g participation in a particular beta program may involve the Technical Support team To find your Sales representative use the sales tool at http www hidglobal com worldwide sales tool 4 6 7 Customer Service If you have an order related inquiry e g sales order number enquires part numbers credential
32. on in customer data we will e Notify the customer and HID s Privacy Officer e Seek for customer s approval to continue work e Delete all copies of the information if we don t get this approval External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P 20 5 Maintenance 5 1 Overview Maintenance is the provisioning of Upgrades and Updates The decision to create an Upgrade or an Update is at HID s sole discretion Maintenance is subject to the terms conditions and restrictions in the customer s license agreement Note If Maintenance is not provided for particular product then it will be indicated in the license agreement 5 2 Maintenance Definitions HID products use sequence based versioning schemes to give each new release a unique identifier The scheme is generally a two to five position sequence with four positions being the most common separated by characters such as version 4 3 10 A release can also have a shorter name used for marketing purposes For example a release can be officially designated as 7 6 000 8 but be referred to commonly as Version 7 6 Each number in the sequence represents a different category level or level of significance For example 7 6 300 8 represents the 8th build of the 3rd Service Pack of the 6th minor release of the 7th major release 5 2 1 Upgrades Major Releases Upgrades or Major Releases contain
33. overed by the Warranty terms found at httos www hidglobal com sites hidglobal com files resource_files current warranty policy EasyLobby products follow the Manufacturer s warranty which is generally a 1 year Warranty Additional Printer Warranties are available on the Partner Portal at http partnerportal hidglobal com 7 2 2 RMA To initiate an RMA for a Reader Credential or Programmer go to http www hidglobal com rma or contact an HID Global Customer Service representative For EasyLobby product returns contact a Customer Service representative For FARGO products and Networked Controllers contact Technical Support to initiate an RMA at http www hidglobal com support 7 3 ActivID Products 7 3 1 Warranty 7 3 1 1 Warranty Period e 4TRESS AS Appliance pre FT2011 3 years e 4TRESS AS ActivID Appliance FT2011 and later 1 Year extensible to 3 years at time of purchase e CMS Appliance 1 Year extensible to 3 years at time of purchase e Responder Appliance 3 Years with next day on site warranty repair 7 3 1 2 Warranty Coverage e Parts and Labor 7 3 2 RMA For all ActivID products the Customer is responsible for shipping charges back to HID HID will cover shipping charges including duties and taxes to the Customer 7 3 2 1 Appliances If the HID Support representative determines an issue to be due to HID supplied hardware the support representative will work with the manufacturer and the customer together
34. ppendix A Managed Services uisti a eeasamh AAEEen HE Eao EAEE ap EHAE APAR aeaea EAEra EEEa ana 29 A 1 ActivID Authentication Managed Gervlce nenn nenn 29 Appendix B HID Technical Support HolidayS ccccscccssceseeeeeeeeeesneeeseaeeeseeeeeseeeseaesenaeeenseeeeeeesesnaeseneenenseeenenees 30 Bil US lee EE 30 B 2 Argentina Office Holidays sistens ienesa niania anias aaa aa iea diaa atanan 30 B 3 Brazil Office Holidays EE 30 BAUK eelere E 31 B 5 France he ue Me e EE 31 B 6 Hong Kong Office Holidays err aai aandae aadi ndadari anank edadia iaaea 31 ET de EE 32 Trademarks ecco asa Sk Sack eee acess Hd SE Sac eed eee asa eet ces chal ae cess cans ceed ec temas doce alas gal cut cone ead E 32 Revision History a ssaissisassiiossaaiio a cece sue cevestueceessuneeedescueciestoecvustueevdestuecvessuseeudescueceyes 32 External Use O 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P4 1 Welcome This handbook is designed to help you become acquainted with Technical Support at HID Global and get the most out of your Support experience Please review this handbook in its entirety so that you are aware of how to locate the information you require at any point in the future All products in HID Global Identity and Access Management IAM are covered by this handbook Certain Government ID Solutions LaserCard Optical Media Cards ePassports and Identification Tec
35. programming information then please contact an HID Customer Service representative Contacting Customer Service http www hidglobal com customer service You can also look up the status of an order online Order Status Lookup https orderstatus hidglobal com WebOrderStatus Note iCLASS SE Configuration Cards for changing the functionality of Physical Access Readers are orderable from HID Customer Service HID Prox Indala Flexenterprise Flexsmart and standard iCLASS configuration cards may be requested from Technical Support 4 7 Support for Third Party Products Third party products are products not manufactured by HID HID offers varying levels of support for third party products depending on the relationship between HID and the third party 4 7 1 Third Party products sold by HID For a product that HID sells that is manufactured by a third party HID offers the same support for the product as it would for a product manufactured directly by HID HID Technical Support with assistance from the Customer may need to consult with the original manufacturer in the process of getting an issue resolved Support for re sold third party products is only performed in the context of their operation with other HID products Examples e Hardware Security Modules HSMs e AET Middleware for Crescendo cards e EasyLobby Hardware Accessories External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global
36. rd holders carrying any other cards that the reader is capable of reading e g iCLASS Legacy and SE readers can read Pay Pass radio frequency credit cards External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P13 b Gathering information e g e Make and model of all hardware readers credentials e Reader firmware version and e Credential Sales order number Example Secure Issuance The printer has stopped during the print process and displays an error message Assuming a search of the Knowledge Base did not reveal the answer Level 1 Level 2 Technical Support could involve a Performing basic troubleshooting e g e Using the user guide or service manual troubleshooting section and searching through the error codes for a solution e Upgrading the printer driver and firmware to the latest versions http www hidglobal com drivers and e Any other installation configuration or adjustment changes that can be performed as a part of the troubleshooting process b Gathering information e g e Number of printers experiencing the problem e Make and model of all hardware e Error codes e Version numbers for all hardware software and firmware and e Asure ID Operating System and license key Example Identity Assurance An End User has the question am getting an error when trying to install the product on Windows 7 Assuming Level 1 re
37. rt To contact HID Technical Support by telephone consult the following table Hours listed apply to Free and Standard Support only Monday through Friday and do not include local holidays Holidays are listed in Appendix B for each major Technical Support office If Premium Support is purchased then phone hours are 24 hours a day 7 days a week Note The ActivID phone system provides an option to indicate if you are a U S Federal Government Customer This decision tree must be followed in order to be directed to a member of the support organization that is a U S citizen based in the United States External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook Country North America US and Canada Central Time Mexico Central and South America Central Timet Atlantic Time Europe Middle East Africa Asia Pacific Hong Kong Time Products Credentials Readers FARGO Printers Asure ID EasyLobby Networked Controllers pivCLASS AS Appliance AAA CMS ActivClient SSO CoreStreet naviGO Tokens All ActiviD products Card Readers Credentials FARGO Printers Asure ID EasyLobby Networked Controllers Card Readers Credentials FARGO Printers Asure ID EasyLobby Networked Controllers OMNIKEY AS Appliance AAA CMS ActivClient SSO CoreStreet naviGO Tokens All ActiviD products Card Readers Credentials FARGO
38. s for dual sided printing or magnetic encoding can be answered by referencing the product datasheet for information http www hidglobal com products card printers fargo Example Identity Assurance A question such as I would like to move from Windows XP to Windows 7 Will this be supported can generally be answered by referencing the Supported Platforms section of the product documentation Level 2 Technical Support involves attempting to reproduce the issue with a duplication of the Customer or End User environment collecting logs and qualifying the support request particulars Level 2 Technical Support is usually performed by the Customer that purchased products directly from HID Global when no solution could be found through Level 1 technical support Level 2 Technical Support skills are usually gained by attending an HID Academy course on line or in person Example PACS Question 1 have a new installation of cards and readers and the access control system reports occasional misreads from the readers Assuming Level 1 research was unable to resolve the problem Level 2 Technical Support could involve a Performing basic troubleshooting e g e Checking that the reader configuration and the card part number are compatible e Checking the environment power supply voltage current type cabling type length and route e Substituting reader positions does the problem follow the reader or the position and e Are the ca
39. search was unable to resolve the problem Level 2 Technical Support could involve a Attempting to reproduce the error installing the same product version on Windows 7 to see if the same error can be produced b Performing basic troubleshooting e g e Asking the customer to try a second Windows 7 machine that has been freshly installed e Performing a hash calculation of the product installation download file to verify its integrity and e Witnessing the customer s error on a Web or video sharing session if possible c Gathering information e g e Information about the error screenshots error text checking for logs in Windows Event Viewer etc e Information about the environment any recent changes to the machine peripheral versions if appropriate etc e Product log files if any and e Step by step instructions for how the error is reproduced by the End User Level 3 Technical Support is performed by HID Technical Support after Level 1 and Level 2 technical support efforts are unable to resolve the support request HID Technical Support will act as the single point of contact to work with the direct end customer or Distributor OEM and provide communications throughout the process Level 3 technical support also includes the creation of Hot Fixes by the HID Engineering team as and when determined necessary by HID External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Techn
40. sers contacting HID Technical Support directly Asure ID Technical Support is free for the first 90 days after which an Asure ID Protect Plan must be purchased The Asure ID SDK comes with 8 hours of developer support FARGO SDK Technical Support may be purchased in 1 3 5 or 8 hour increments For the ActiviD Managed Service see Appendix Premium 24x7 Support is included in the cost of the service Embedded Solutions paid support covers Custom Product Opportunities CPOs which are projects for customized OEM products e g a custom tuned antenna Free Support includes design in effort as covered in section 2 5 below External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P7 2 3 Support Services The following table outlines the different services available for each Support offering Support Services Free Support Custom Support Standard Support Premium Support 8x5 24x7 Support outside of business S hours Service Level Agreement R E SLA Access to Support via Web Email and Phone business D e e e hours Software Upgrades Updates Service Packs LU o LU e and Hot Fixes via website portal or email Hardware Firmware and Driver Upgrades and Hot Fixes Secure Issuance ActivID EasyLobby e N A N A N A Networked Controllers Embedded Solutions and OMNIKEY only Table 2 2 Services included in the Technical Support Offerings
41. t Fixes are generally cumulative e g they contain all other previously released Hot Fixes on the same Minor Release Service Pack or Patch Release A Build is an internal version of a release that is used for quality testing purposes For example 5 6 000 1 is the first build for version 5 6 If problems are found with 5 6 000 1 then version 5 6 000 2 is created If 5 6 000 2 passes all quality tests then it will be the version released to customers A Build number might not always be present in the version number A Hot Fix generally does not include any updates to training material or product documentation Typically the only documentation provided with a Hot Fix is a README file or Release Notes with a list of bugs fixed and installation instructions External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook 5 3 Maintenance Downloads The following table outlines how Maintenance Updates are retrieved by product If download information is unavailable for a particular product upgrade or update contact Technical Support for assistance Product Maintenance Updates Physical Access Readers Credentials N A EasyLobby Email or Download provided by HID Technical Support Networked Controllers NAS Developer Center or HID Global Web Site Drivers and Downloads section for EDGE Solo Discovery GUI and Jumpstart pivCLASS
42. tery compartment can be opened with a screwdriver and batteries can be changed easily External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HID HID Global Technical Support Handbook P 28 7 4 Embedded Solutions Products The embedded solutions products are only able to be issued an RMA in cases which there is a verified issue Contact the assigned Regional and or Head Applications Engineer with all field reports to verify the issue verified before submitting a product RMA Also note that embedded OEM products that are manufactured into the host product may not be able to be returned Please ensure that adequate incoming inspection processes are in place at the manufacturer External Use 2009 2014 HID Global Corporation ASSA ABLOY AB All rights reserved HI HID Global Technical Support Handbook P 29 Appendix A Managed Services A 1 ActivID Authentication Managed Service Service Availability HID will use commercially reasonable efforts to make the Services available 99 90 of the time The Service availability will be calculated by dividing the total number of minutes of uptime in the Services during an applicable calendar month and excluding Unscheduled Downtime but including minutes of Scheduled Downtime and minutes attributable to elements outside of HID s reasonable control including without limitation the failure of any third party vendors or hosting providers the Internet in general or
43. that is covered by a Standard 8x5 or Premium 24x7 Support contract in good standing Hardware is covered under the terms of the HID Warranty agreements see section 7 Restoration or Severity Level Dee Initial Response Status Resolution Target y p Time Updates Workaround or Hot Fix Within 60 minutes Production system is down or is As agreed with 1 Urgent Critical Continuous efforts severely impacted pivCLASS 1 customer Business Day Product can be used but an Within 60 minutes 2 High important function is not pivCLASS 1 Daily Daily effort available Business Day Product can be used but some Within 1 day 3 Medium moderate impact or functional 5 working days Weekly effort restrictions Minor non significant problem Within 1 day 4 Low request for enhancement or documentation issue To be determined based upon the problem Table 4 1 Service Level Agreement for Standard and Premium Support An Initial Response is a first technical analysis normally via return email An Initial Response Time is considered instantaneous for a Case initiated by telephone Notes HID may modify the SLA guidelines at any time however no modification to the service level agreement will take effect for current customers until such time as they renew their support contract SLA times are considered on hold when HID is waiting for the Customer to supply information e g waiting
44. tware license purchase The effective start date of the support subscription is the software delivery date The start date is called out in the proof of support purchase document that is issued by HID after receiving the purchase order The proof of support will contain information identifying the End User the software under support the support period of performance and other details of the support purchased If support is not purchased with the software license and support is desired at a later date then the customer must purchase support with a support subscription start date of the original product purchase with the same one year expiration date as well as an administrative fee of 15 of the list price Please note that direct end customers can only purchase Premium Support while Distributors and Integrators can resell both Standard as well as Premium Support 6 2 2 pivCLASS and Codebench The initial year of Maintenance and Support for pivCLASS and Codebench is mandatory The effective start date of the software support subscription is the date that the software license is downloaded The effective start date of pivCLASS Authentication Module PAM purchase is the date of shipment from HID Global 6 3 Renewal Upon the expiration of the initial support period support can be renewed for successive periods which generally consist of additional one year periods or for ActivID products also multi year periods ActivID produ
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