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 with respect to 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, or 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 a period of 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: (a) use commercially reasonable efforts to provide the programming services necessary to correct any verifiable non-compliance with the foregoing warranties; or (b) replace any non-conforming Software; or if neither of foregoing options is reasonably available to Midpoint, (c) terminate the License in whole or in part, and refund to you the fees, if any, paid for the non-conforming Software (less depreciation calculated on a three (3)-year straight-line basis commencing on the date of initial delivery to you). Midpoint shall not be liable for failures caused by third party hardware and software (including your own systems), misuse of the Software, or your negligence or willful misconduct.
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, 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:
48 hours response time.
20 working days or more for providing a solution*.
Maximum 24 hours response time.
Maximum 10 working days for providing a solution*.
Maximum 12 hours response time.
Maximum 5 working days for providing a solution*.
Solution refers to CredoID Software only. It does not include investigation of or fixes to third party products, such as access controllers, readers, network components, operating systems or any other software, database engines, etc. If changes and/or third party modifications (hardware changes, firmware upgrades, network equipment replacements, etc.), have been performed to original System, the solution times may be extended, as collecting information and identifying the root cause of malfunction will be needed.
We provide support for CredoID Software installations exclusively through our Service portal.
When reporting an issue, please fill in the reporting form with all required and available detail. Full and detailed information helps reproduce, investigate and resolve the problem in considerably shorter time. We reserve the right to postpone 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 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.
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 number of hours per month, as indicated in corresponding support level price list. Typical installation tasks, completion times and their prices are provided in Midpoint's price list.
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.
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.
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 Service portal are eligible for basic level of support.
Premium and Standard support plans available at hourly or monthly rates.
This page was updated on 17 November, 2021.