Annual Support Agreements

• An 800# customer service line to IDS Technical Support
• Web based Help Desk via www.idss.net  for reporting less urgent items with a within 24 hour next business day response minimum.
• Manufacturer Technical Support Customer interface
• Direct contact email addresses for IDS team.
• Dial-up and RAS support for upgrades and Service Packs
• Up to 3 on-site visits per year if the nature of the problem requires hands on service. (Mid-Atlantic Region only)

All initial contact would be made with IDS TECHNICAL SUPPORT TEAM via 1-800-283-0999 during normal working hours for a non-hardware related item. In the event the issue is not resolved within 3 days during normal work week. IDS will assign or dispatch an engineer to the site. All contact information will be provided on a Technical Service Information form.

Our technical support is intended to provide you with help in resolving problems with installation, configuration, testing and operation of your company and it’s imaging solutions deployed.

What We Expect From You
The client should have the expertise available to troubleshoot and maintain the computing environment in which the products are installed. The equipment and environment must also meet all minimum published standards.

Software & Solution Warranty
(Incorporated in our software licensing agreement)
IDS Licensed SOFTWARE PRODUCTS and SOLUTIONS are warranted for a period of ninety (90) days from the date the Licensed SOFTWARE PRODUCT / SOLUTION is delivered to you, or for such longer period as may be explicitly required by governing law, to substantially conform to the functionality described in the accompanying documentation.

Solution Support Agreement
When purchased, IDS SOLUTION SUPPORT would apply to all Licensed Software and integration provided by IDS. This support will provide the following:

A. Solution Support shall be available for three hundred sixty five (365) days from the later of the install date of the Licensed SOFTWARE PRODUCT
    and integration or the purchase date of IDS Solution Support and is subject to renewal upon the mutual agreement of both parties.

B. Solution Support may consist of the following based on options selected:

1. Telephone, mail, fax, e-mail, or website “Help Desk” will be available to resolve Licensed Software and Integration problems, Monday – Friday, IDS Holidays excluded, (telephone support may also be unavailable during periods of unscheduled emergencies). Customers can call 1-800-283-0999, or use the online “Help Desk” at www.idss.net, 09:00 – 17:30 EST.
2. Patches, Major Releases and Minor Releases associated with IDS manufactured software will be made available to you within a reasonable time after development and testing. IDS does not guarantee that it will fix a Licensed Software problem. However, if you notify IDS of a severe software problem we will use reasonable efforts to fix such a problem or issue a Patch or Minor Release with respect to the severe software problem. Patches will only be issued for the then most current release of the IDS Licensed Software. Patches, Major Releases, Minor Releases and Warranties of other manufacturers’ software that was provided as part of the solution are subject to the terms included in their software licensing agreement.
3. IDS reserves the right to charge you a separate fee for the issuance of a Major IDS Release.

C. Solely for the purposes of IDS performing its obligations under this agreement, you agree to give IDS reasonable access to the Licensed Software,
    the system(s) in connection with which the Licensed Software is used, and shall provide such other reasonable assistance as IDS may request.

D. IDS may provide Software Support to you if you have customized your Licensed Software implementation or solution but does not guarantee that it
    will do so.

For more information call 1 (800) 283-0999, contact sales@idsscan.com

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