(Version 07/02/2024)
The following terms apply to the following HID Offerings:
Software:
- HID NCITE VMS Software Application
- HID NCITE Checkpoint
- HID NCITE Self-Service Kiosk Application
- HID NCITE VMS Web-Based Services Software
- HID NCITE Vetting Service
- HID NCITE Pre-Registration Portal
- HID NCITE Sponsorship Portal
- HID NCITE Adjudication Portal
- HID NCITE Administration Portal
- HID NCITE Virtual Kiosk
Terms & Definitions
Terms not defined herein shall have the meaning set forth in the HID Global Support Services General Terms and Conditions which is located at https://www.hidglobal.com/support.
Contacting Technical Support
- Sending an email with the details of your issue to [email protected]
- Navigating to our website https://support.hidglobal.com
Support Services
HID (directly or indirectly through its designated third-party support providers) shall provide support solely to technical contacts of Licensee. Licensee's technical contacts shall not exceed five (5) at any one time. Licensee's designated technical contacts shall be knowledgeable about the NCITE Solution.
Support shall be provided by e-mail and by telephone Monday through Friday 8 AM to 5 PM CST. Support contact information for the particular NCITE Solution ordered will be provided with delivery of the Client Software. Licensee's submission of error reports shall include material information necessary for HID's reproduction of the error.
A. Support Prioritization and Response
Support to Licensee shall be provided in accordance with the following tiered approach:
| Severity Level | Definition | Business Procedures |
|---|---|---|
| Level 1 Critical | An error on a properly configured environment that is reproducible and resulting in material functionality being unavailable or material loss of data. | Support staff shall be assigned to review and create workarounds for critical errors on a priority basis. Resolution: The support team shall use reasonable efforts to resolve the critical error and/or provide a work around within seventy-two (72) hours from initial report of problem. Periodic reports will be provided to Licensee with status updates on problem resolution. |
| Level 2 High | An error on a properly configured environment, that is reproducible and resulting in severely restricted functionality. | The support team shall assign individuals to review and create workarounds for high-level errors on a priority basis, subject to availability of individuals not deployed in resolving critical-level errors. Resolution: The support team shall use reasonable efforts to resolve the critical error and/or provide a work around within seventy-two (72) hours from initial report of problem. Periodic reports will be provided to Licensee with status updates on problem resolution. |
| Level 3 Medium | An error on a properly configured environment, that is reproducible and resulting in impact on non-material functionality or having a minor impact on material functionality. | The support team shall assign individuals to review and create work-arounds for medium-level errors on a priority basis, subject to availability of individuals not deployed in resolving high- or critical-level errors. Resolution: Delivery of the resolution will be prioritized for a scheduled release. |
| Level 4 Low | A non-reproducible error that results in no material degradation of material functionality, or an inquiry type or clarification problem. | Appropriate resources will be assigned during regular business hours to investigate the problem and resolution. Resolution: Delivery of the resolution may be provided in a scheduled release. |
B. Severity Level Determination
The impact and severity level of a reported problem will be discussed with Licensee. HID’s support team shall determine the priority level and severity of all reported problems.
HID may modify problem logs with respect to severity level according to the on-going diagnosis by the designated support analyst.
C. Access to Appliance, Remote and On-Site Assistance
In order to receive maintenance and support, Purchaser agrees, subject to Government security requirements, to provide HID’s support team or designated support provider with full and timely access to the NCITE Solution at reasonable times. On-site assistance will be provided to resolve a problem if HID reasonably determines that such on-site assistance is required to resolve a problem after the above stated efforts have failed to resolve the problem remotely. In the event that Licensee consents to such on-site assistance to resolve such problem, Licensee shall reimburse HID for all travel and living expenses associated with the provision of such on-site assistance in accordance with applicable Federal travel regulations and in accordance with any Order. In the event that Licensee declines to receive on-site assistance, or denies HID any reasonably required remote access to the NCITE Solution, HID shall be deemed to have fulfilled its support obligations under the Agreement with respect to such NCITE Solution.
Licensee shall provide HID with reasonable information and assistance to aid HID in providing support hereunder.
D. Updates
HID shall provide Licensee with Updates to the NCITE Solution, on a reasonable, periodic basis, as such are provided by HID to its Licensees generally.
End of Life/End of Support
End of Life notices, date and End of Support dates can be found at https://support.hidglobal.com/product-support-life-cycle#!/.
Additional Terms: Hosted Services - HID NCITE VMS Web-Based Services Software
A. Hosting Services Requirements. Purchaser acknowledges and agrees that it and its designated users, personnel, and other users with access to shared folders and/or workspaces: (i) will not use the Hosted Services to knowingly transmit or store any communications or files that contain malware, constitute spam, are obscene, abusive, harassing, threatening, racist, malicious, illegal, fraudulent, defamatory, libelous, harmful to minors, that violate or infringe the rights of third parties; and (ii) will comply with acceptable use policies no less strict than implemented in Purchaser’s internal network. Purchaser represents and warrants to HID and its hosting providers that Purchaser, Designated Users, Personnel, and other users with access to shared folders and/or workspaces have all necessary rights (as may be required by law or policy) to any data and information stored on or sent with the Hosted Services (“Purchaser Data”) and that use of Purchaser Data as contemplated herein does not knowingly violate any third-party rights. Purchaser hereby grants HID and its hosting providers, subject to Government security requirements, the right to use, copy, cache and transmit Purchaser Data in conjunction with Purchaser’s use of the Hosted Services.
B. Hosting Provider Capabilities. HID utilizes secure data centers provided by Nlets. Nlets continually manages risk and undergoes recurring assessments to ensure compliance with industry standards.
C. Up-Time Commitment. Hosting Services will be available 99% of the time, seven (7) days per week, subject to the exclusions below (the “Up-Time Commitment”).
Up-Time Commitment shall exclude unavailability of the Hosted Services caused by any of the following:
- Scheduled, announced downtime for maintenance or unscheduled downtime for emergency maintenance;
- Failures of the Internet or failure of other items that are outside Nlet’s reasonable control;
- Hardware, communication lines, or application problems (e.g., Internet, WiFi, cellular, ISDN, DSL, etc.) of Purchaser that prevent/disrupt access;
- Purchaser’s violation of hosting provider acceptable use policies; or
- Any downtime the Parties agree was caused by the action or inaction of Purchaser