The warranty and basic free support for Software installations is 6 months from the date the project has been confirmed working / accepted by the customer. If the project acceptance document is missing and there are no open project related support requests, the date of invoice is considered the first day of warranty / free support period.
System expansion and changes of user-accessible Software settings does not void the warranty, if performed according to manuals by trained technicians. Introduction of controllers with unsupported firmware levels, changes of network, database, operating system parameters, as well as installation of 3rd party software voids the warranty.
To be entitled to free support, the customer must comply with the following requirements:
We are offering the following support service levels:
Hourly support plans are billed per actual hours spent, including, but not limited to, communication, code changes, testing, deployment / remote administration, etc. Monthly support plans are billed as subscription fees, and include up to 15 hours for Standard, and up to 40 hours for Premium support level. Installation and setup service is billed at hourly rate of Standard plan. Typical installation tasks and completion times are provided in the 'Credao access control software section' of this pricelist.
The rate covers service only, and does not include travel, accommodation or any other possibly required expenses.
In a situation when a reported issue is found to be related to the SimpleID / Credo Software code, the work hours needed to develop a fix will not be added to customers’ hour limit and / or bill.
Whenever an issue is reported, there is a ticket number assigned to it. Please make sure you have received one, as it is the primary means for tracking progress of the fix.
Customers reporting issues through the official service desk may expect a faster reply.
Please always read the FAQ and follow suggested steps if you identify an applicable solution in support documents. Always use offical service desk to submit an issue.