This CredoID Support Policy describes the support you can expect from us regarding the CredoID solution.
If you have questions about this Support Policy or do not agree with it, please contact us. We may amend this Support Policy from time to time; please check this page to ensure that you are aware of any changes. This Support Policy is effective from October 1st, 2024
Products - products that are developed and sold by “Midpoint Systems”.
Updates - CredoID software packages, containing security and functionality fixes, updated libraries, device firmwares, new features, and other changes and improvements. Updates may also remove certain features, e.g. drop support for end-of-life devices.
Retired Products - products typically no longer sold and/or supported by their manufacturers. While CredoID may support them now, there are no guarantees for the duration, and functionality will be likely limited due to lagging behind current technologies.
We support products developed and sold by “Midpoint Systems” (the “Products”). Our Support Service includes assistance with Product installations, configuration, and use. If you need help setting up or configuring your Product, please first check the documentation and FAQs. Your question may have been answered already. If it hasn’t, please submit a Support Ticket.
Retired Products are supported (but no longer maintained) until your SLA expires.
Our support covers the latest release of the CredoID software and the previous version before that. This is called L-1 (“Latest minus one version”), where the version number is in the format of x.y.z — we focus on the second and then the first number.
For example, if the current version of CredoID is 4.16.z then the oldest CredoID version we support is 4.15.z.
You can view CredoID's full release history on the Release notes page.
As part of the support and troubleshooting process, updating to the latest version often resolves any problems so we do recommend this initially. For more information on how to do this, see How To Update CredoID.
We will fix any defects in Products as quickly as possible once they are brought to our attention. We will also try to provide a solution via our Support Desk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know.
We provide the Products as-is. While we can help you configure the Products within the capabilities of each software or hardware, we do not customize the Products or support any third-party customizations of the Products. Customization is anything that changes the way the Products look or function relative to how we make the Products available to you. Customizations including, but not limited to, such as third-party API integrations, scripting engine custom scripts, and database modifications are not supported.
If you need customization, we do our best to offer advice and direct you to appropriate resources.
Customers that bought Products directly from “Midpoint Systems”. Products that were sold by approved third-party Resellers are supported directly via Reseller.
Our Support Service does not cover Products supplied by Third Parties who are not our approved Resellers, or third-party products and services which we did not sell or license to you and for which we did not explicitly agree to provide support.
We may require you to disable third-party products that are installed alongside Products we sell before we can assist you. Support Service refers to CredoID software only.
CredoID support service does not extend to the following areas:
We provide Support Services through our Support Desk or E-mail. We do not consistently provide our Support Service through any other channel (including, but not limited to WhatsApp, Viber, or over the phone) at this time.
CredoID Support Desk can be accessed at http://support.credoid.com.
Registered CredoID Support Desk users can submit new tickets and view the history of previously opened tickets.
You need to submit a ticket using the Support Desk to take advantage of our Support Service. Depending on the product, you might be offered a live chat option via Slack. In both cases, please bear in mind what we do support when submitting your ticket. We may ask you to send us your remote connection details if we need them to assist you. Our Support Desk tickets, and the information you share with us through these tickets, are confidential — only you and our support team will see your ticket.
When reporting an issue, please fill in the reporting form with all required and available details. Full and detailed information helps reproduce, investigate, and resolve the problem in a considerably shorter time. We reserve the right to postpone the investigation of incomplete reports until full required data is provided.
Once you register an issue, a ticket number is automatically assigned to it, and our support team gets informed. We will send status updates to the case via the email address that you provide. We will also contact you if further information input is needed for investigation.
Open tickets that require an action on your behalf are automatically closed after 2 weeks of inactivity.
If you are unable to log in or access your account, you may submit a ticket by sending an E-mail.
The SLA, working hours, billing, and initial response goals for each of our currently available subscriptions are defined below.
We are offering the following support service levels:
Depending on the cause of the issue, the Solution means:
Hours are 9 am - 6 pm Eastern European Time (EET; UTC+02:00), Monday - Friday, excluding Lithuanian Holidays. Support inquiries may be submitted at any time.
The CredoID support team will only respond to support requests received through the official channels listed above. However, unofficial channels may exist for peer-to-peer support and discussion.
Different support service hours might be available under an SLA.
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 prepaid subscription fees, and include several hours per month, as indicated in the corresponding support level price list. Typical installation tasks, completion times, and their prices are provided in the Midpoint Systems price list.
Issue investigation and determining the causes is considered support work. Hours are billed on a time-and-material basis.
The service 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 CredoID Software code, the work hours needed to develop a fix will not be added to customers’ hour limit and/or bill.
In cases where additional Support Services are required but are fully documented in the Documentation, these services will be billed on a time-and-material basis.
The Software licenses are sold "as-is". To the maximum extent permitted by law, Midpoint Systems, UAB ("Midpoint") and its affiliates, and their respective suppliers and vendors disclaim all other warranties concerning the software, including, but not limited to, the implied warranties of non-infringement, title, merchantability, quality of information, and fitness for a particular purpose.
Midpoint and its affiliates and their respective suppliers and vendors do not warrant that the software will meet your requirements, that the operation of the software will be uninterrupted or error-free, or that defects in the software will be corrected. No oral or written information or advice given by Midpoint or any of its personnel or agents shall create any additional Midpoint warranties or in any way increase the scope of Midpoint’s obligations hereunder.
Midpoint warrants that unless agreed otherwise separately, for 12 months from initial delivery (the “Update Period”), it will provide free Software updates to ensure that the Software operates in substantial conformity with its Documentation. If, during the Update Period, you notify Midpoint of any non-compliance with the foregoing claim, Midpoint will, in its discretion:
System expansion and changes of user-accessible Software settings do not void the warranty if performed according to manuals by trained technicians. Introduction of controllers with unsupported firmware levels, network changes, database changes, operating system parameters, and installation of 3rd party software voids the warranty.
To be entitled to free support, the customer must comply with the following requirements:
All purchased Software licenses come with a free 12-month update eligibility. Installation and setup service is available for purchase.
We will do our best to support every customer. Only issues properly registered on Midpoint's Support Desk are eligible for a basic level of support.