(Version 10/15/2020)

The following terms apply to the following HID products:

  • ActivID AAA
  • ActivID ActivClient®
  • ActivID® Authentication Server
  • ActivID Appliance
  • ActivID Credential Management System
  • ActivID Batch Management System
  • ActivID OTP Tokens
  • ActivID Validation products
  • DigitalPersona Software
  • HID Approve
  • HID Authentication Service
  • HID Credential Management Service
  • HID CRESCENDO Cards/Keys
  • HID CRESCENDO Mobile
  • HID Identity Verification Service
  • HID PIV IDMS
  • HID Risk Management Solution
  • HID SAFE™
  • HSM (Hardware Security Module)
  • HydrantID Dedicated Issuing CA Service
  • HydrantID Private Root PKI Service
  • WorkforceID™

Terms & Definitions

Terms not defined herein have the meaning set forth in the HID Support Services General Terms and Conditions which is located at https://www.hidglobal.com/support.

Initial Response Time Refers to the time that elapsed between HID receiving the incident notification and the initial response to the Customer.
Defect Defects are problems that exist within a product that prevent the product from performing as designed.
Major Release A major release includes enhanced functionality for core software as well as support for improved fundamentals, such as support for third-party integrations, improved performance, increased security and reliability. A major release is indicated by incrementing the numeral immediately to the left of the ‘.’ character in the version number of the software, e.g., the release following version 4.9 could be 5.0.
Minor Release A minor release consists of enhancements in existing features and functionalities of a major release. A minor release is indicated by incrementing the numeral to the right of the ‘.’ character in the version number of the software, e.g., the release following 5.1 could be 5.2.
Business Hours (Based on Customer Location) AMERICAS: 08:00-19:00 EST
APAC: 09:00-18:00 HKT
EMEA: 09:00-17:00 CET

Support Services

HID will provide the following Support Services:

  Silver Package Gold Package* Platinum Package
Availability Business Hours 24/7 coverage for Severity Level 1 Business Hours for Severity Level 2-4 24/7 coverage for Severity Level 1 Business Hours for Severity Level 2-4
Unlimited Tickets via Tech Support Community Portal Yes Yes Yes
Live Phone Support for Severity Level 1 No Yes Yes
Access to Latest Software (Major as well as Minor) Releases and Patches** Yes Yes Yes
Dedicated Support No No Yes
Platinum Service Level Agreement (SLA) No No Yes
HID Certification*** Yes Yes Yes

*Software-as-a-service offerings include Gold Package support

**Does not include professional services

***Certification is currently available for the following HID Offerings: ActivID AAA, ActivID Authentication Server, ActivID Appliance, ActivID Credental Management System, ActivID Validation products, and HID SAFE. Includes HID Certification for two (2) individuals within the organization, annually. HID Certification may be made available for up to three (3) additional individuals within the organization for an additional fee.

  • Defect Fixes. If a suspected Defect is confirmed by HID, the Technical Support Engineer will deliver a hotfix, patch, or service update.
  • Major Releases and Minor Releases. HID will periodically publish new Major Releases and Minor Releases.
    • For on-prem software and hardware, HID will make all Major Releases and Minor Releases available to Customer for deployment. Provided, however, Major and Minor Releases to custom software may require professional services and, in such event, will not be subject to these Support Service obligations.
    • For software-as-a-service offerings, HID will implement all Major Releases and Minor Releases into Customer’s environment.
  • Development Support Materials. For on-premises software and hardware, HID will provide to the Customer the necessary software and support (documentation, hardware, and other information, collectively referred to herein as “Development Support Materials”) to implement and maintain HID software. For clarity, this does not include professional services.
  • API. HID will provide necessary API documentation to refer to during software integration and maintenance in a self-service manner, to the extent applicable.

For software-as-a-service, HID may decide, at its sole discretion, to perform emergency maintenance and will exercise commercially reasonable efforts to provide the Customer a minimum of 8 business hours’ notice of such work via email.

Customer acknowledges that Support Services are subject to the current End of Life/End of Support policy.

On-Premise Software Download Portal Access

To access on-premise software for DigitalPersona or ActivID products you must register to the IAMS Portal as well as having an active maintenance contract. Customers who purchase Software but do not purchase maintenance do not get access to our software via our iamsportal.hidglobal.com.

Download Portal Link: iamsportal.hidglobal.com

If you purchased our software through a Channel Partner, please contact that reseller / distributor to obtain software access.

If you do not have an existing account on our download portal, please be sure to provide us with: (i) name of the organization that purchased the software; and (ii) purchase order number.

Note: The credentials for the IAMS Technical Support Portals for support tickets are separate from the Download Portal credentials.

Support Severity Levels*

Severity Definition
Severity Level 1 Production system or cloud service is unavailable.
Severity Level 2 Product can be used but an important function is not available or partial cloud service outage with significant performance degradation. Major functionality is impacted.
Severity Level 3 Product can be used but some moderate impact or functional restrictions
Severity Level 4 Minor non-significant problem, request for enhancement, or documentation issue

*Severity Level is determined by HID. HID reserves the right to reclassify a Customer’s Severity and/or priority level commensurate with the definitions above.

 

Service Level Agreement (SLA) (Silver and Gold)

Severity Level (SLA) Initial Response Time Update Frequency
Severity Level 1 2 hours Twice Daily
Severity Level 2 6 hours Daily
Severity Level 3 12 hours Weekly
Severity Level 4 24 hours Weekly

 

Service Level Agreement (SLA) (Platinum)

Severity Level (SLA) Initial Response Time Update Frequency
Severity Level 1 30 minutes Every 3 hours
Severity Level 2 1 hour Every 12 hours
Severity Level 3 4 hours Every 48 hours
Severity Level 4 24 hours Every 48 hours

 

End of Life/End of Support

Details regarding End of Life/End of Support based on the product can be located at: https://www.hidglobal.com/product-support-life-cycle

The following additional End of Life terms apply to HID SAFE products and services:

Event Description Timeline
Sunset Phase

As soon as the End of Life announcement is made, the Sunset Phase starts immediately. During this phase, customers can continue to purchase standard support or renew subscriptions at normal price. The Standard Support for purchased EOL products can be renewed for 1 year after the EOL announcement date.

Engineering Support Implications: The engineering support continues as guided by the maintenance and technical support guide

Immediately
End of Availability
(Optional)

As of this date, customers are no longer able to order licenses for EOL part numbers. Existing customers using the EOL product or version, however, may continue to obtain additional licenses (top up) or renew existing subscription licenses as required to maintain support.

Engineering Support Implications: The engineering support continues as guided by the maintenance and technical support guide.

3 months after the EOL Announcement
End of Standard Support

After the End of Standard Support date, customers will have the option of purchasing Extended Support or Extended Subscription. Extended Support or Subscription will be available in years 2 and 3 after the EOL Announcement date at double the maintenance contract list price. No discounting will be approved.

Engineering Support Implications: Provide defect fixes on limited basis (critical 1 issues); and security vulnerability fixes. Technical Support will continue.

EOL Announcement + 12 months
End of Support Life / End of Extended Support:

After End of Extended Support, Technical Support will no longer be offered for the EOL product/version. Customers will no longer be able to purchase Support Services and any previously purchased support service renewals will be supported through expiration.

Engineering Support Implications: No new defect or security vulnerability fixes. No Technical Support.

EOL Announcement + 36 months

 

Additional Terms

If Customer is purchasing the Support Services from a Channel Partner, Channel partner will be liable for all fees owed for the Support Services or as otherwise set forth herein.

The initial subscription term for Services will commence on the date set forth in the Order Acknowledgment issued by HID and will continue for the initial term set forth therein (“Initial Subscription Term”). Subject to the payment of all subscription fees, unless otherwise agreed by HID in writing, Customer’s support subscription will automatically renew for an additional period equal to the Initial Subscription Term, unless HID, Channel Partner or Customer (as applicable) gives written notice of non-renewal at least thirty (30) days before the end of the then-current subscription term. For clarity, a subscription constitutes a commitment on the part of Customer or Channel Partner (as applicable) to pay HID for the full subscription term.

HID fees for the Support Services may be increased upon expiration of the then-current subscription term.

If Customer has allowed Support Services to lapse and then elects to reinstate Support Services, such Support Services will be subject to a reinstatement fee of 15% of the total price of support for a 12 month period, in addition to the fees associated with the renewal of Support Services.

Return Merchandise Authorization (“RMA”) Policy

If Customer purchased the hardware through a Channel Partner, all RMA requests should be handled by the Channel Partner. If Customer purchased the hardware directly from HID, Customer may contact HID directly in accordance with this RMA Policy.

To return hardware that has failed during the applicable warranty period (“Warranty-Return Hardware”), Customer must inform HID of the Warranty-Return Hardware by filling out the form located at: https://www.hidglobal.com/rma.

Upon receipt of Customer’s request, HID will provide Customer with an RMA Information Document that includes a troubleshooting guide and an RMA form to describe and identify device problems (“RMA Form”). HID will also provide an RMA number.

No RMA number will be issued if the applicable warranty period for the hardware has expired or Customer has failed to complete the RMA Form. Except as otherwise stated herein or agreed by HID in writing, Customer will need to install and/or deploy any repaired/replacement hardware provided by HID, at Customer’s expense.

Customer will not be required to return Warranty-Return Hardware unless requested in writing by HID within thirty (30) calendar days HID’s receipt of the RMA Form. If Customer is not required to return hardware, Customer will thereafter cease use and securely dispose of the unreturned hardware.

If HID requests return of the Warranty-Return Hardware, the following terms apply:

Warranty-return hardware is to be shipped pursuant to the instructions provided by HID Technical Support and at Customer’s cost (including any taxes and duties).

Upon HID’s receipt of the Warranty-Return Hardware from Customer, HID will evaluate the hardware to determine whether it is covered under the applicable warranty. If HID determines the hardware is covered under warranty, HID will take the corrective warranty action described in the applicable warranty policy, depending on the type of hardware.

Customer must return the hardware to HID with the RMA number clearly marked on the package. Return shipment of the Warranty-Return Hardware to HID must be made within thirty (30) calendar days of HID's request (“RMA Timeframe”). The hardware must be returned to HID in a testable condition; otherwise the warranty is invalidated.

If Customer fails to return the Warranty-Return Hardware within thirty (30) calendar days from HID's request, HID reserves the right to invoice Customer and Customer will pay the current list price for such unreturned hardware. Customer agrees to promptly initiate payments owed pursuant to this Section by issuance of a purchase order or credit card payment.

All hardware which is returned to HID for warranty service and not returned to Customer will become the property of HID.