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Support Policy

HID-e Technical support policy outlines the product support and maintenance guidelines with the objective to standardize norms, thereby enabling our customers to make more informed purchase, support and upgrade decision.

HID-e - Technical Support Policy

HID-e Software Maintenance / Technical Support Subscription provides software support and updates to help you keep pace with ever-growing demand of managing your business documents.

HID-e Software Maintenance / Technical Support assures you of:

  • Unlimited Support Instances
  • Regular Updates (New features, fixes, minor and even major version updates!)

Customers who are under a valid Support Maintenance (Technical Support) Subscription are entitled to the benefits associated with this policy.

Annual Maintenance Subscription (Technical Support) is 22% of the current value of your product configuration. The Software Maintenance (Technical Support) Subscription gives you access to our ticket based email support and all updates, fixes and major updates plus the convenience of call back phone support for instant issue resolutions for the duration of the subscription. Active Software Maintenance is one of the most cost-effective ways to protect your software investment.

Frequently Asked Questions (FAQs)

What support options are available?
First Year of software maintenance is required and is already added to the initial purchase of ON PREMISE / Cloud deployment. Software maintenance can be optionally renewed annually thereafter.

Annual Software Maintenance Subscription:
The Software Maintenance Subscription gives you access to our ticket based email support and all updates, fixes and major upgrades plus the convenience of call back phone support for instant issue resolutions for the duration of the subscription. Annual Maintenance Subscription is 22% of the current value of your product configuration.

How do I get support?
The Software Maintenance Subscription gives you access to our ticket based email support. The ticked based email support is available from the Support Center. To open up a new support issue just login to your Support Center and submit a new support ticket. We are extremely responsive and you can generally expect a reply from us within a few hours during normal business hours.

What happens if the Maintenance Subscription is not renewed before its expiry?
HID-e (ON PREMISE) licenses are perpetual and never expire. However, it is always a good idea to keep your software maintenance current. Keeping the maintenance current not only assures you of support and updates (even major upgrades) but it is also the most cost effective way to keep your software current even if you plan to upgrade once in 5 years and do not need any support from us. We send out several maintenance subscription reminders as early as 90 days before the expiry date to the registered email address with us. If, however, for any reason you missed renewing your subscription this policy will apply to resume your annual software maintenance subscriptions. You can renew or resume your subscriptions at any time by contacting our sales team.

Duration after expiryMaintenance Cost
Within 90 days of expiry (same as regular) 22%
Within 1 Year of expiry 45%
Within 2 Year of expiry 65%

Do you offer any professional services?
We do offer professional installation, training, upgrade and custom import tools for legacy data services at a very reasonable price. See HID-e Installation & Training Services. For more information, please contact our support department with your specific needs.

Is there any other way of resolving any problems I may run into?
Our website has a full Support Suite under the support section, including online help files, Knowledgebase, Quick Start Guides, Manuals, User Guides, etc to try and solve your problem quickly. Visit this site before contacting technical support to ensure timely resolution of your issues.

How do I get updates and bug fixes?
All eligible updates, fixes and major upgrades for your product are available from our Support Center.

How often do you release updates and upgrades?
Minor versions are released 2-3 times a year with bug fixes and new features. A major version is released approximately in 1-1.5 years. For more information about purchasing a Support and Maintenance plan, contact sales

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