The following terms apply to the following HID Offerings:
- Physical Access readers listed in https://www.hidglobal.com/product-support-life-cycle/card-readers
- Mobile Access
- Credentials listed in https://www.hidglobal.com/product-support-life-cycle/cards-credentials
- Credential Encoders
- Physical Access Controllers listed in https://support.hidglobal.com/product-support-life-cycle/controllers
- pivCLASS PAM and software (requires purchase of Standard Support)
For Technology Partner Integration Support, please refer to contract specifics. Products NOT included: Crescendo, Ultra Card, Dorado Prox, HITAG Proximity, Easylobby.
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.
“Normal Business Hours” means the local time specified in the Call Us URL link below, Monday through Friday (excluding company observed holidays). Any support request outside of normal business hours will be responded to the next business day.
HID does not provide Level 1 and Level 2 support to indirect customers or End Users. Such support is provided by HID direct customers, which can escalate level-3 support to HID.
Level 1 Technical Support.
Basic questions that can usually be answered by referring to the product documentation, HID website, or Knowledge Base (https://www.hidglobal.com/support/knowledge-base)
Level 2 Technical Support.
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 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 (https://www.hidglobal.com/training).
Level 3 Technical Support.
Level 3 Technical Support 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 resolution to the report/ person who submitted the case by the HID as and in a manner determined necessary by HID.
Contacting Technical Support
Support Self-Service (Knowledge Base). Customers may search the Knowledge Base on our website at https://www.hidglobal.com/support/knowledge-base before opening a case with HID. Many common issues are covered in the Knowledge Base. No registration or login required.
Submit a ticket online through our portal or through our online case submission
- Option 1: One-time online Case submission (no registration)
- Option 2: Submit and Manage Cases online
- Registration: Customers can register for an account if they do not have an account already.
Contact HID via phone
Please utilize the following URL for the list of contact telephone numbers for HID Partners and Direct Integrators to reach HID technical support by Language, Product, and Region.
We usually respond to your case within one business day with the case reference and a proposed level of urgency via email, voice mail or phone.
Service Level Agreements
The following Service Level Agreement (SLA) table applies to Mobile Access Cloud services1 that are covered by a Standard Support contract in good standing.
|Severity||Description||Initial Response Time2||Status Update||Restoration or Resolution Target (Workaround or Hotfix)|
|Production System or cloud service is down or is severely impacted.||Within 60 minutes||As agreed with customer||Continuous efforts|
|2-High||Product can be used but an important function is not available or partial cloud service outage with significant performance degradation. Major functionality is impacted.||Within 60 minutes||Daily||Daily effort|
|3-Medium||Product can be used but some moderate impact or functional restrictions.||Within 12 hours||5 working days||Weekly effort|
|4-Low||Minor non-significant problem, request for enhancement, or documentation issue.||Within 1 day||To be determined based upon the problem|
1Urgent/Critical and High Severity Level issues only.
2 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.
Hierarchical escalations are available for issues that are at risk of not being resolved according to the agreed Service Level Targets and require a higher degree of focus.
The following table shows the escalation points in the order which they should be contacted.
|CONTACT POSITION||CONTACT DETAILS|
|ESCALATION 1||Regional Support Manager||HID_Technical_Support_Management@hidglobal.com|
|ESCALATION 2||Technical Support Director||HID_Technical_Support_Directors@hidglobal.com|
HID will use commercially reasonable efforts to comply with all the support services targets within these terms.
End of Life/End of Support
End of Life notices, date and End of Support dates can be found at https://www.hidglobal.com/product-support-life-cycle#!/ .
Standard Support for pivCLASS. The initial year of Maintenance and Support for pivCLASS® is mandatory. The software support subscription starts on the 1st of the month following reception of the download email. The start date of pivCLASS Authentication Module (PAM) purchase is the 1st of the month of shipment from HID Global.
Renewals of Standard Support for pivCLASS. Upon the expiration of the initial support period, support can be renewed for successive one-year periods. Please contact your contact/reseller or HID for renewal.
Certification Training. Certification Training may be required for particular products such as 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 and support is contacted by certified personnel.
For information on the latest, full course schedule, see https://www.hidglobal.com/training.
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 for an RMA Number and return instructions in accordance with this RMA policy.
To return hardware that has failed during the applicable warranty period (“Warranty-Return Hardware”), Customer must:
- Initiate an RMA for a Reader, Credential, Controller or Encoder go to https://www.hidglobal.com/rma or contact an HID Global Customer Service representative.
- provide HID with the model number and serial number of the hardware and a description of the claimed hardware defect.
HID will issue an RMA number. No RMA number will be issued 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) 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 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 per the instructions provided by HID in the RMA case. Customer must return the hardware to HID with the RMA number clearly marked on the package.
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. 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 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 may not be required to return the hardware, which will be determined by HID in the RMA case. If HID notifies Customer that they do not need to return the hardware, Customer will thereafter cease use and securely dispose of the unreturned hardware.