(Version June 2022)
The following terms apply to the following HID® Offerings:
ID Card Printers
- HID FARGO® INK1000 Inkjet
- HID FARGO C50
- HID FARGO DTC1250e
- HID FARGO DTC1500
- HID FARGO DTC4250e
- HID FARGO DTC4500e
- HID FARGO DTC5500LMX
- HID FARGO HDP5000
- HID FARGO HDP6600
- HID FARGO HDP8500
- Asure ID® Card Personalization
- Fargo Connect
- HID FARGO DTC Printer Module Upgrades
- HID FARGO HDP Printer Module Upgrades
- DTC Consumables
- HDP Consumables
- INK Cartridges
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.
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
- Option 1: One-time online Case submission
- 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.
HID does not provide Level 1 and Level 2 technical support to indirect customers or End Users. HID customers are required to provide Level 1 and Level 2 support to their customers in order to qualify all technical support requests prior to engaging HID Technical Support. Unqualified requests may be sent back to the HID customer for further evaluation. HID provides Level-3 support to entities that have purchased HID Offerings indirectly but only after Level 1 and Level 2 technical support has been addressed by the HID customer.
Level 1 Technical Support.
Level 1 Technical Support consists of basic questions that can be answered by referring to the product documentation, HID website, or 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 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 gained by attending an HID Academy course on-line or in person.
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.
The maximum time that HID Technical Support should take to respond to a call/case is one business day.
This response includes:
- Customer contact information — i.e., Company name, phone number and email address
- The level of urgency — agreed with the Customer
The response may take the form of a phone call, email or chat.
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. HID resources will escalate to appropriate internal/external team should Level 3 resolution options be exhausted, and the issue root cause not found or solved.
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#!/
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 ID card printers, Asure ID software, HID FARGO Connect, modules or consumables 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 is subject to a delay and or refused shipment and return shipment back to the 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.