The following terms apply to all Omni-ID products (“Products”) where a Support and Maintenance Agreement (SMA) has been sold with any system, device or application that has software content.
Support Services are sold on an annual subscription basis.
The Customer may contact HID® support team via the following methods:
Via email to: [email protected]
The HID support shall assign a complaint number to any Customer request upon receipt.
HID may supply Support Services by certified HID engineers or via a partner, following HID standards and security guidelines. If the Products 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.
Description of Support Services
Throughout the term of the SMA, Omni-ID will provide online support (with potential phone call follow-up) during Normal Business Hours, software updates and related release notes for the Products. “Normal Business Hours” means Monday-Friday during the following times (depending on support personnel location):
US/Canada/LATAM: 09:00-16:00 Eastern Time
EMEA: 09:00-16:00 Greenwich Mean Time
India: 09:00-16:00 India Standard Time
On-site troubleshooting, consulting or custom product updates are not covered under the SMA, unless explicitly agreed in writing.
Support Services are further subject to the HID Global Support Services General Terms and Conditions located at: https://www.hidglobal.com/support.
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 via email to [email protected], 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.
Warranty-return hardware is to be shipped as instructed by HID. Customer must return the hardware to HID with the RMA number clearly marked on the package. The hardware must be returned to HID in a testable condition otherwise the warranty is invalidated.
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.
Notwithstanding, Customer shall not be required to return the hardware, unless requested in writing by HID within thirty (30) calendar days of Customer’s receipt of replacement hardware. Customer will thereafter cease use and securely dispose of the unreturned hardware.