Support and Maintenance

Terms and conditions apply to all Support Contracts. The examples below should be used a basic guide only.

Time & Attendance

Hardware

On-site hardware support is available through our own engineers. Hardware covered includes the Timelink 4000, HRX3000 , HRX5000 and any additional readers supplied with a system. The contract includes travel and on-site time as well as most parts and components.

We are also able to provide some legacy support for the Timelink 2000 range of terminals. Please contact us for more details.

Software

Telephone and e-mail support for all time and attendance software supplied by Egress Systems is available during office hours for customers holding an active software support contract. The contract includes queries, bug fixes and same version upgrades where required. For the Focus Time & Attendance system the contract includes regular software upgrades.

Access Control

Hardware

Hardware support agreements for Microtrak and Microtrak Evolution are available through Egress Systems serviced in conjunction with the hardware manufacturer.

Two different agreements are available:

Next Working Day (Annual Contract)

On-site visit by an engineer on the next working day to repair a faulty item. Includes the cost of any parts used to facilitate the repair.

Three Working Day (Annual Contract)

On-site visit by an engineer within three working days to repair a faulty item. Includes the cost of any parts used to facilitate the repair.

Software

Software Support Contract (Annual Contract)

Telephone support during office hours. This contract does not include on-site visits.

Ad-Hoc Support

An engineer, either from ourselves or from one of our sub-contracters can be arranged to make a site visit to assist with hardware / software problems. Charges are applied by the hour including travel time.