The following terms apply to the following HID® Offerings:
- Enterprise Location and Condition Monitoring solutions including software, hardware (BLE Beacons, Gateways, and accessories) and Bluzone™ Enterprise Software provided as a software-as-a-service solution.
- Trusted Tag™ services, including software, hardware and authentication software provided as a software-as-a-service solution.
Terms & Definitions
Terms not defined herein shall have the meaning set forth in the HID Global Support Services General Terms and Conditions located at: https://www.hidglobal.com/support.
“Customer Systems” refers to any and all systems deployed and managed by Customer or Customer contractor which may have some effect on HID performance. Examples of such systems include Wi-fi or Internet Access, Networking, ERP, Access Control systems, database or analytics solutions
“Normal Business Hours” means 8 a.m.- 8 p.m. Eastern Time, Monday-Friday
“Severity” - refers to HID’s classification of an incident or request in terms of business impact
Support Services are included with purchase of the HID Offering for either: (i) the initial Warranty Period (for any hardware); or (ii) during the then-current subscription term (for software-as-a-service).
The HID support system shall automatically assign a case number to any Customer request upon receipt. Within the Acknowledgement Time, the case number will be sent to the Customer as an acknowledgment that this issue has been received.
All subsequent communications with respect to the support request must take place within the Jira platform.
HID may supply Support Services by certified HID engineers or via a partner, following HID standards and security guidelines. If the HID Offerings are purchased through a Channel Partner, all support requests should be submitted to HID by the Channel Partner.
HID or assigned party shall respond and act upon any Customer reported incident in accordance with its severity as described herein.
Support Response and Resolution
|Severity||Acknowledgement Time||Response Time||Estimated Resolution Time|
|Severity Level 1 –
|5 minutes||1 Hour||Up to 12 Hours|
|Severity Level 2 –
|30 minutes||4 Hours||1 Business Day|
|Severity Level 3 –
|30 minutes||4 Normal Business Hours||2 Business Days|
|Severity Level 4 –
|2 hours||1 Business Day during Normal Business Hours||10 Business Days|
|Severity||Definition||Examples||Resolution (one or few)|
|Severity Level 1 –
|Causing downtime or preventing the whole system from functioning or any partial unavailability of features affecting more than 40% of Customers||Service is unavailable; more than 80% of the system and hardware are unavailable||Satisfactory workaround is provided; patch is provided; equipment issue is addressed / replaced; fix incorporated into current production release|
|Severity Level 2 –
|Causes downtime of significant functionality or significantly affects more than 40% of Customers||Network level beacons & Blufi connectivity issues. Regions and locations offline.||Satisfactory workaround is provided; patch is provided; equipment issue is addressed / replaced; fix incorporated into future release.|
|Severity Level 3 –
|Effects non-critical functionality or causes downtime of a non-critical part of the system capacity||Localized connectivity issues. Isolated beacons or Blufi connectivity issues)
Cannot login to Bluzone portals and tools;
|Satisfactory workaround is provided; patch is provided; fix incorporated into future release|
|Severity Level 4 –
|Minor problem that does not impact the service, questions or support inquiry||Answer to question is provided; fix incorporated into future release; KB update|
Description of Support Services
HID shall periodically publish new releases as well carry out upgrades and maintenance of the system infrastructure in order to roll out new features and improve stability and security.
HID may decide, at its sole discretion, to perform emergency maintenance and shall exercise commercially reasonable efforts to provide the Customer a minimum of 8 business hours’ notice of such work via email.
HID shall periodically implement relevant security patches in accordance with its patch management policy, as part of either planned or emergency maintenance activity. Notifications to the Customers will be handled in accordance with the maintenance type, as stated above.
Software Development Support
HID shall provide to the Customer the necessary software and support (documentation, hardware, and other information, collectively referred to herein as “Development Support Materials”) to integrate and maintain HID software with Customer Systems via standard APIs against mutually agreed upon design specifications.
Any issues/gaps confirmed by HID against the mutually agreed upon design specifications shall be addressed within 5 working days from each new delivery of Development Support Materials or any part thereof.
HID shall provide necessary API documentation to refer to during software integration and maintenance in a self-service manner.
The following escalation path will be followed for contacting HID:
Level 1 – Named Project/Program Manager
Level 2 – HID Technical Support Manager
Level 3 – HID product-level VP
Return Merchandise Authorization (“RMA”) Policy
To return hardware that has failed during the applicable warranty period (“Warranty-Return Hardware”), Customer must: (i) inform HID of the Warranty-Return Hardware by opening an RMA ticket at https://bit.ly/hidiotsupport and (ii) provide HID with the model number and serial number of the hardware and a description of the claimed hardware defect.
HID will issue Customer an RMA number. No RMA number will be issued to Customer if the applicable warranty period for the hardware has expired. Except as otherwise stated herein or agreed by HID in writing, Customer will need to, at Customer’s cost, including any taxes and duties: (i) remove and return the Warranty-Return Hardware to HID and; (ii) install and/or deploy any repaired/replacement hardware provided by HID. All hardware which is returned to HID for warranty service and not returned to Customer will become the property and possession of HID.
Return shipment of the Warranty-Return Hardware to HID must be made within thirty (30) calendar days of HID's issuance of the applicable RMA number (“RMA Timeframe”). The hardware must be returned to HID in a testable condition otherwise the warranty is invalidated.
Warranty-return hardware is to be shipped to HID as follows: HID Global, attn:
Any package received by HID without an RMA number or shipped outside of the applicable RMA Timeframe will be refused and shipped back to Customer. A new RMA number must be obtained for any hardware returned to Customer due to Customer’s failure to adhere to this RMA Policy.
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 policy. 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 agrees to pay HID a minimum per unit charge of $20.00 USD for any hardware evaluated by HID and determined not to be defective or covered by warranty. If Customer receives replacement hardware from HID but fails to return the Warranty-Return Hardware within thirty (30) calendar days from HID's issuance of the applicable RMA number, HID reserves the right to invoice Customer and Customer shall 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.