The following terms apply to the following HID® Offerings
|EF200 2-finger scanner||ArcID Biometric Management Software|
|Guardian Livescan 10-print fingerprint scanner||ArcID Enrollment Software|
|LScan 500 palm print scanner||ArcID Store and Forward|
|LScan 1000 palm print scanner||BioCore Software|
|Nomad 60 4-finger fingerprint scanner||IDTrak Software|
|Patrol Livescan 10-print fingerprint scanner||LiveScan Management Software (LSMS)|
|SEEK Avenger mobile biometric unit||Mission Oriented Biometric Software (MOBS)|
|Verifier Sentry mobile/portable biometric fingerprint scanner and credential reader||WEBS Enrollment Software|
|Verifier handheld fingerprint scanner||WEBS Enrollment Store and Forward|
1. GENERAL TERMS
HID’s obligations hereunder are contingent upon your providing the Equipment serial number as proof-of-purchase, and upon HID’s determination that the suspected malfunction is actually due to defects in material or workmanship.
Maintenance Plans do not cover on site visits to repair the HID Global Equipment at your premises, or the commissioning of the Equipment on site.
Payment of Maintenance fees are due annually in advance. All Maintenance Plans are a final sale and are not refundable. In the event that Maintenance is discontinued or suspended, to reinstate or renew Maintenance, HID reserves the right to charge Maintenance fees for the interim period during which Maintenance was discontinued or suspended. If End Customer is not under a Maintenance Plan, an hourly rate will be quoted. The prices for the Maintenance Plans are as quoted by HID. Services requested by End Customer and delivered by HID that are outside the scope of the Maintenance Plan(s) are billable to End Customer at HID’s hourly and material prices in effect at the time of service.
If your Maintenance Plan coverage has lapsed due to nonrenewal or nonpayment, there is a two (2) month grace period where you can reinstate your Maintenance Plan(s) for the amount of the last renewal quote. If you wish to reinstate your Maintenance Plan within six (6) months of the renewal date, HID will permit you to reinstate the Maintenance Plan for the amount of the renewal quote for the original renewal dates. If you have been uncovered by a Maintenance Plan(s) for longer than six (6) months from the last renewal date, you can reinstate your Maintenance Plan(s) for a fee of twenty percent (20%) of the lapsed coverage period or $400, whichever is greater, and pay the annual fee for the Maintenance Plan(s).
The Maintenance Plans do not cover custom configuration or customization of HID software. For an additional charge, a Custom Software Maintenance Plan can be purchased to cover Custom Software that was purchased from HID in conjunction with the purchase of the HID Commercial Software.
The Equipment Maintenance Plans do not cover third party peripheral equipment, however, for an additional charge, Maintenance may be purchased for the third party peripheral equipment (such as laptops and printers) that were purchased from HID in conjunction with the purchase of the HID Equipment.
The Maintenance Plan does not cover nondurable consumable items including, but not limited to, batteries, paper, silicone membranes, cleaning solution, towels, printer cartridges and cables.
MAINTENANCE PLANS ARE NOT TRANSFERABLE OR ASSIGNABLE TO ANY THIRD PARTY AND SHALL BE FOR THE SOLE AND EXCLUSIVE BENEFIT OF THE ORIGINAL END CUSTOMER OF THE EQUIPMENT OR SOFTWARE COVERED HEREUNDER; ANY ATTEMPTED TRANSFER OR ASSIGNMENT HEREOF SHALL BE VOID AB INITIO.
HID reserves the right to improve/modify HID Software and/or Equipment at any time, at its sole discretion, as it deems necessary.
Terms not defined herein shall have the meaning set forth in the HID Support Services General Terms and Conditions which is located at https://support.hidglobal.com/.
“Commercial Software” or “Software” means HID commercial off the shelf “COTS” software.
“Custom Software” means HID COTS software that has been modified by HID to accommodate an End Customer’s specific request, whether it is a configuration, design and/or development of fields and/or features.
“End Customer” means Purchaser or, if Purchaser is a Channel Partner, the end customer to which the Channel Partner sells the HID Offerings, as applicable, for internal use by such party, and not for further resale.
“Equipment” means HID Equipment purchased in the applicable purchase order. End Customer-furnished equipment or software, third party equipment, or third party software are excluded.
“Major Release” means a general release which 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” means a general release which 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.
3. CONTACTING TECHNICAL SUPPORT
- Sending an email with the details of your issue to HID Global.firstname.lastname@example.org
- Navigating to our website https://support.hidglobal.com/
- Toll-Free: +1 866 276 7761 (within the U.S.)
- Direct: +1 561 622 9210 (local and outside US / International)
4. COMMERCIAL SOFTWARE MAINTENANCE PLAN
4.1 HID will use commercially reasonable efforts to acknowledge and address reported and reproducible material defects in the Software which prevent the Software from performing substantially in accordance with the Documentation (each a “defect or issue”). HID will receive End Customer’s reported defects or issues 24 hours a day, 7 days a week and acknowledge any such reported defect or issue as set forth in the table below. At no additional cost to the End Customer, HID will deliver to the End Customer, as made commercially available by HID, bug fixes, State mandated changes to fingerprint submission requirements, maintenance updates and Major Releases for the Software, which will thereafter be considered Software. At its expense and as deemed appropriate by HID in its sole discretion, HID will furnish the End Customer with revised Documentation (including release notes identifying each change) with each Major Release.
Except as otherwise expressly set forth herein, HID will use commercially reasonable efforts to resolve each reported defect or issue with the Software by providing either: (i) a reasonable work around, which may consist of specific administrative steps or alternative programming calls; (ii) an object code patch to the Software; or (iii) a specific action plan regarding how HID intends to address the reported defect or issue and an estimate on how long it may take to remedy or work around the error or issue. The End Customer acknowledges that in order to perform Maintenance, HID may require access to and a copy of code in the End Customer’s possession (or that of the End Customer’s system integrator or consultants) relating to the Software or which may impact the performance of the Software. The End Customer agrees to provide access, assistance and information to HID as required to resolve defects or issues with the Software.
If the End Customer reports a defect or issue with the Software that is scheduled by HID to be addressed in a later Major Release, HID may address such defect or issue in such Major Release. The End Customer agrees to pay HID at HID’s standard rates for all effort expended towards resolution of any defect or issue which is later determined to result from any cause other than an error or issue in the Software.
|Severity||Definition||Example||Initial Response Time||Target Resolution Time||Target Communication Frequency|
|Level 1||Causes the product to cease operating or is likely to cause the operation of the product to delete, impair, damage or corrupt any system or data. HID will provide efforts with the highest priority and personnel to correct and/or provide acceptable work-around. Both parties will maintain the highest level of priority until the error is corrected and/or an acceptable work-around is provided.||SW inoperable, completely down, operations halted. All or a substantial portion of business/mission-critical data is at a significant risk of loss or corruption. Business operations have been severely disrupted.||2 Hours||Continuous until resolved||Once per day (minimum)|
|Level 2||Causes a significant function of the product to be impaired although it still operates. May cause damage to any system or data or may have a material adverse impact to business. HID will provide error correction service to include appropriate resources during the workday hours of 8:00 AM - 6 PM EST Monday through Friday (excluding US HID recognized holidays) until the error is corrected and/or acceptable work-around is provided.||Time sensitive, significant impact to operations, system function is degraded.||2 Hours||Continuous until resolved||Once every 2 days|
|Level 3||Causes a minor function of the product to be impaired which adversely affects or is likely to adversely affect business. HID will prioritize its error correction efforts with its other work efforts and provide a status of incident disposition within 2 weeks of the incident being reported. That disposition could include fixing the error, providing a work-around, committing to a fix in a later release or not fixing it at all.||Minor impact to operations. Error will create intolerable delays if not addressed.||2 Hours||Daily||Once per week|
|Level 4||Causes a minor function to be impaired but there are no likely adverse effects on business. HID commits to fixing error is the next release. HID will take under advisement as planning input to features/enhancements for future releases.||Product enhancements, Cosmetic issues.||24 hours||As appropriate for roadmap inclusion||Once per month|
4.2 Support Lines
First Line Support. The End Customer shall establish and maintain the organization and processes to provide first line support directly to any of the End Customer’s customers. HID shall have no obligation to provide any first line support to End Customer’s customers. First line support shall include: (a) a direct response to End Customer’s customers with respect to problems or inquiries concerning the performance, functionality or operation of the Software; (b) a diagnosis of problems or performance deficiencies in the Software; and (c) a resolution of problems or performance deficiencies in the Software.
Second Line Support. HID shall maintain the organization and processes necessary to provide second line support for the Software to the End Customer. Such second line support shall be provided to the End Customer only if, after reasonable commercial effort, the End Customer is unable to diagnose and/or resolve problems or performance deficiencies in the Software. Second line support will be provided to designated and trained representatives of the End Customer. HID shall have no obligation to provide second line support directly to any of End Customer’s customers. In order to assist HID in providing such second line support, the End Customer will provide HID with the ability to access the End Customer’s computer platforms which utilize the Software (including but not limited to access to configuration information and error logs) and provide assistance to HID in order to facilitate HID’s use of remote administration tools relating to the Software. Second line support will be provided primarily through web-based support services and through telephone support in English utilizing VOIP or direct dial voice connection toll free in the United States and Canada at (866)276-7761, internationally at +1-561-622-9210 or by email at cm.CMCC@hidglobal.com.
4.3 Service Limitations
The Software Maintenance does not include the following types of billable support by technicians to: (1) schedule remote sessions to perform test record submissions, configuration back-ups or computer set up for items returned to the End Customer after maintenance or repair; (2) perform virus scans on peripheral computers; (3) load image with upgraded software; (4) configure all settings in accordance with back-up files collected; (5) quality assurance tests for the scanner and all peripherals to ensure full functionality. HID is not obligated to provide services required as a result of: (a) any modification, reconfiguration or maintenance of the Software not performed or recommended by HID; (b) any use of the Software on a system that does not meet HID’s minimum standards for such as set forth in the applicable Documentation; (c) any third party hardware or software not supported or embedded by HID; (d) any configuration of the Software (or hardware configurations) other than as recommended by HID; (e) changes in the communications network protocol and configuration parameters after the Software was installed; (f) End Customer’s failure to back up data; (g) data recovery from back up due to hardware failure; (h) data loss, damage, destruction distortion, erasure, corruption or alternation from any cause whatsoever (including but not limited to computer virus); (i) upgrades or changes in the computer platform’s hardware or software including but not limited to the operation system or storage control software or storage capacity; or (j) any error caused by the End Customer’s or any third party’s negligence, abuse, misapplication, or use of Software other than as expressly permitted under the End User License Agreement. The End Customer is responsible for removing all the End Customer data and/or personally identifiable information from any files prior to providing them to HID. All data and or personally identifiable information received by HID will be erased by HID in a manner so as to be unrecoverable.
5. EQUIPMENT MAINTENANCE PLAN – FIRST YEAR (During the Warranty Period)
First Year Equipment Maintenance is co-terminus with the Warranty Period and applies to the HID Equipment. In addition to the terms and conditions of the General Warranty Policy, this First Year Equipment Maintenance Plan provides the following additional features:
The End Customer may report any defects in the Equipment by contacting HID’s Customer Technical Support twenty-four (24) hours a day, seven days per week, excluding national holidays. Once the defect is verified by HID Customer Technical Support, HID will ship replacement Equipment no later than the next business day to locations within the United States. Cross shipment is not available to international locations. HID will also facilitate the return of the defective Equipment. With certain Equipment, the End Customer may be required to transmit to HID certain electronic files so that the replacement unit can be preconfigured prior to shipment. The End Customer must pack the defective unit and make it available to HID’s common carrier agent at the time of scheduled pickup. Not doing so may result in extra charges to the End Customer. The End Customer is responsible for removing all the End Customer data and/or personally identifiable information from any Equipment prior to shipping the defective unit to HID. All data and or personally identifiable information on any HID Equipment or parts thereof, in either case, replaced repaired by HID will be erased by HID in a manner so as to be unrecoverable.
6. EQUIPMENT MAINTENANCE PLAN – POST WARRANTY (not to exceed 7 years from the date of original purchase)
6.1 Equipment Eligibility
The contract period for the Equipment Maintenance Plan commences after the Warranty Period or First Year Equipment Maintenance Plan ends. Equipment is eligible for a Equipment Maintenance Plan provided that the Warranty has not expired. Any such Equipment deemed ineligible by reason of not being covered by a current Warranty is subject to a technical audit conducted by HID prior to the Equipment being eligible for a Equipment Maintenance Plan. This audit may be conducted on-site or through a remote data connection to the Equipment. If the result of the audit indicates the Equipment is ineligible for Maintenance, HID will indicate what changes to the Equipment are required to make the Equipment eligible. The audit and any required changes to the Equipment are a billable service at the hourly and material rates in effect at the time the service is ordered.
6.2 Technical Support
This Equipment Maintenance Plan provides the End Customer with post-warranty remedies for Equipment defects. To obtain service under this Equipment Maintenance Plan, the End Customer must contact the HID Customer Technical Support. The End Customer may report any defects in the Equipment by contacting HID’s Customer Technical Support twenty-four (24) hours a day, seven days per week, excluding national holidays. Once the defect is verified by HID Customer Technical Support, HID will ship replacement Equipment no later than the next business day to locations in the United States. Cross shipment is not available to international locations. HID will also facilitate the return of the defective Equipment and will issue an invoice in the amount of US$500 that End Customer shall pay in the event defective Equipment is unreturned to HID within thirty (30) calendar days after replacement Equipment is received by End Customer. With certain Equipment, the End Customer may be required to transmit to HID certain electronic files so that the replacement unit can be preconfigured prior to shipment. The End Customer must pack the defective unit and make it available to HID’s common carrier agent at the time of scheduled pickup. Not doing so may result in extra charges to the End Customer. The End Customer is responsible for removing all the End Customer data and/or personally identifiable information from any Equipment prior to shipping the defective unit to HID. All data and/or personally identifiable information on any HID Equipment, or parts thereof, in either case replaced or repaired by HID, will be erased by HID in a manner so as to be unrecoverable.
HID shall incur no liability under this Maintenance Plan and is voidable by HID if in HID’s sole reasonable opinion: (a) the Equipment is used other than under normal use and under proper environmental and/or electrical conditions, as specified in the Equipment manual; (b) the Equipment is not maintained as specified in the manual; (c) the Equipment is subject to abuse, misuse, neglect, accident, flooding, storm, lightning, power surges, dirty power, third-party errors or omissions, or acts of God; (d) the Equipment is modified or altered (unless expressly authorized in writing by HID); (e) the Equipment is installed or used in combination or in assembly with Equipment not supplied or authorized by HID; (f) there is a failure to follow specific restrictions or operating instructions; or (g) payment for the Equipment has not been timely made.
THE FOREGOING CONSTITUTES YOUR SOLE AND EXCLUSIVE REMEDY AND HID GLOBAL’S SOLE AND EXCLUSIVE LIABILITY IN CONNECTION WITH YOUR HID GLOBAL EQUIPMENT, AND IS IN LIEU OF ANY AND ALL OTHER REMEDIES WHICH MAY BE AVAILABLE TO YOU.
7. 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#!/.
8. RETURN MERCHANDISE AUTHORIZATION (“RMA”) POLICY
If End Customer purchased the Equipment through a Channel Partner, all RMA requests should be handled by the Channel Partner. If End Customer purchased the Equipment directly from HID, End Customer may contact HID for an RMA Number and return instructions in accordance with this RMA policy.
To return Equipment that has failed during the applicable Warranty Period (“Warranty-Return Equipment”), End Customer must:
- inform HID of the Warranty-Return Equipment by contacting HID Customer Care and Support using the contact information provided above.
- provide HID with the model number and serial number of the Equipment and a description of the claimed Equipment defect.
HID will issue an RMA number. No RMA number will be issued if the applicable Warranty Period for the Equipment has expired. Except as otherwise stated herein or agreed by HID in writing, End Customer will need to, at End Customer’s cost (including any taxes and duties): (i) return the Warranty-Return Equipment to HID and; (ii) install and/or deploy any repaired/replacement Equipment provided by HID. All Equipment which is returned to HID for warranty service and not returned to End Customer will become the property of HID.
Return shipment of the Warranty-Return Equipment to HID must be made within thirty (30) calendar days of HID's issuance of the applicable RMA number (“RMA Timeframe”). The Equipment must be returned to HID in a testable condition; otherwise the Warranty is invalidated.
Warranty-Return Equipment is to be shipped to HID as follows:
Please send your RMA to:
HID Global Corporation
3960 RCA Boulevard,
Palm Beach Gardens, FL 33410
Please be advised that in keeping with CJIS Security Protocols, no Personally Identifiable Information (PII) should be contained on the computer to be returned for repair. End Customer is responsible for performing a backup of any data you wish to retain. If any PII is on the system when it is received by HID, it will be purged from the system prior to its return to be CJIS compliant. Once the data backup has been performed, and any PII has been purged, you may then proceed the with shipment of your unit. If you require assistance with backing up your system information, please contact your support representative for assistance.
End Customer must return the Equipment 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 End Customer. A new RMA number must be obtained for any Equipment returned to End Customer due to End Customer’s failure to adhere to this RMA Policy.
Upon HID’s receipt of the Warranty-Return Equipment from End Customer, HID will evaluate the Equipment to determine whether it is covered under the applicable warranty. If HID determines the Equipment is covered under warranty, HID will take the corrective warranty action described in the applicable Warranty Policy, depending on the type of Equipment.
End Customer agrees to pay HID a minimum per unit charge of US$200 per hour with a two-hour minimum for any Equipment evaluated by HID and determined not to be defective or covered by warranty. If End Customer receives replacement Equipment from HID but fails to return the Warranty-Return Equipment within thirty (30) calendar days from HID's issuance of the applicable RMA number, HID reserves the right to invoice End Customer and End Customer shall pay the current list price for such unreturned Equipment. End Customer agrees to promptly initiate payments owed pursuant to this section by issuance of a purchase order or credit card payment.