Support Policy

support services irisity’s customer support department provides a variety of support services the customer support department operates 5 days a week, covering the main business hours in major territories hours of operation (ist – israel standard time) monday to thursday, from 09 00 am to 3 00 am the following day, and friday from 09 00 am to 1 00 am the following day if you are a user of irisity products who requires support, your first point of contact should be the systems integrator who installed the software if needed, the systems integrator will contact irisity for further assistance support services are available in english maintenance window every tuesday, starting at 8 am us central standard time (cst) / 3 pm central european time (cet) the maintenance and upgrades will usually only take a few minutes but may take up to two hours during the window, you may experience service login problems and short camera disconnections (which will automatically recover) we will do our best to keep the downtime to a minimum and communicate accordingly if critical issues are detected within our cloud hosted systems, these may be addressed outside the normal maintenance window support entitlement irisity provides post sale support to its authorized resellers and dealers to customers who have on premise installations that are under a valid irisity sup (see below) to users of its irisity hosted (cloud) services if you purchased your software from one of irisity’s resellers, please contact the reseller directly for support if, for some reason, you are unable or unwilling to obtain support from the relevant reseller, irisity may provide assistance at an hourly rate at its own discretion irisity provides support for irisity’s products only and does not provide support for third party products software delivery procedure for irisity’s software that is installed in a customer hosted (on premise) environment, the software may be delivered electronically through a variety of means (including remote installation), and requires a license, which is issued by irisity’s customer support department on receipt of a purchase order, irisity will issue a license certificate which entitles the customer to the software components ordered irisity may deliver temporary licenses until it receives payment for the relevant license certificate re issuance of software license in cases of system crash, or replacement of hardware components, irisity’s license may become invalid, as it is unique to the system on which it is installed in such cases, irisity will reissue a license once a signed statement has been received confirming that the re issuance is required due to hardware failure the customer is required to provide the original license certificate number irisity will reissue a permanent license due to hardware failure, provided that payment has been received for the relevant license certificate software upgrade plan (sup) irisity offers a software upgrade plan (sup) for 1 to 5 year periods, entitling customers to receive software upgrades to their purchased software for the sup period purchased subject to the https //archbee doc uploads s3 amazonaws com/jzhznijrwxpljlduav5a1/jixf5xkhug9dre6hezvfg irisity sup terms and conditions pdf if you have purchased an sup, you are subject to the sup agreement, which can be found here https //archbee doc uploads s3 amazonaws com/e3rikvtg 9bzghmtzpns yef zso6mpz6mpikfjykf 20241101 111434 pdf customers who have not purchased a sup and would like to upgrade their software to the current version will need to retroactively purchase a sup for the time period between their initial purchase and the time of the upgrade to purchase a sup for your installation, please contact sales\@irisity com