Licence Policy

IntelexVision SUP is a software support, upgrade and technical support programme that enhances the use of the iSentry analytics platform throughout its lifetime. Typically, once or twice as year, the platform is updated for improved performance, security updates or new features. Designed as a software support service, IntelexVision SUP intends its Customers to always be running on the latest updates to ensure optimal performance and security.

1. All new perpetual licence purchases require a one year SUP. Additional one year SUP´s may be purchased together with the Perpetual Licence at a discounted price. Please see the price list below for more information.
2. The SUP Programme allows Customers to have access to different levels of support as follows: 
    
   
   • Level 1 and 2 Support Functions

   Level 1 and 2 support functions are primarily entrusted to our Commercial Partner (Distributor and/or Integrator). These roles encompass essential activities aimed at ensuring the seamless operation of our software system. These responsibilities include system maintenance, ongoing monitoring, and configuration management, as well as fundamental troubleshooting to address issues that may disrupt system functionality.

   Maintenance, Monitoring, and Configuration

   Maintenance and continuous system monitoring are integral components of Level 1 support. This facet of support involves the routine review of system performance using tools like our BI (Business Intelligence) tools to gauge system health. Proficiency in comprehending system architecture and its interaction with the operating environment is crucial. As the number of cameras in use increases, diligent monitoring becomes increasingly vital.

   System configuration responsibilities, such as onboarding new cameras and fine-tuning configuration settings ranging from basic to advanced, are also within the purview of Level 1 and 2 support activities.

   Basic Troubleshooting

   Basic troubleshooting necessitates a deep understanding of the underlying system functionalities, including how they interconnect with hardware and network components across different parts of the system. Proficiency in analysing and interpreting log files is a critical skill in this context. Level 1 and 2 support personnel are expected to possess this skillset to effectively resolve system issues.

   • Level 3 Support Function

   Level 3 support is the exclusive responsibility of the Intelex technical team and is included as part of the SUP package. This level of support extends beyond the scope of Level 1 and Level 2 functions outlined above. Level 3 support primarily involves addressing system bugs, faults, and technical issues related specifically to the iSentry Software system.

   Support for non-Intelex software and hardware dependencies are specifically excluded, for example support for firewalls, networking, or operating systems related issues. Support for these dependencies will generally be provided on a best effort basis unless governed by a specific partner agreement. To ensure optimal support, the commercial partner must maintain the Intelex software by keeping it up to date with the latest releases, and may require, from time to time, that supporting software and hardware be updated to a newer version to support new system features and updates.

   Level 3 support includes a commitment from the Intelex technical team to provide high availability for fault identification and resolution. This level of support is focused on ensuring the reliability and optimal performance of the iSentry Software system.

   Service level commitments are generally governed by Service Level Agreements (SLA) for individual customers.

3. Should a Customer without a valid SUP require Tier-3 technical support, this can still be made available at the current Professional Services applicable rates.
4. Should a Customer request to renew a SUP Programme after it has been suspended for more than a year, this will be possible as long as the corresponding licence life cycle is not “discontinued” (see table 1.6.7 above). The Customer will, however, need to contract IntelexVision Professional Services for an evaluation of their Hardware and Software infrastructure, to ensure adequate compatibility with the latest release.
5. For customers without a valid SUP programme and whose product lifecycle licences are considered “terminated”, IntelexVision offers a trade in programme on existing licences, to make the transition more cost effective than buying new licences. The trade in programme must be consulted with the integrator of choice in the Customer´s region.
6. Once a Licence Pool is created as a result of a Purchase Order, IntelexVision grants a 6 month period to activate any one of the licences in that pool. Once the first licence in that pool is activated, the 12 month SUP programme commences and a “Single SUP Expiry Date – SSED” is defined for that Pool.
7. The expiry date for SUP validity of any licence pool will be a maximum of 18 months after its creation, regardless of activation of any licence in the pool. This maximum period is regarded as the Backstop Date after Pool Creation.
8. Should additional licences be added or removed from an existing Pool, an automated weighting mechanism will recalculate a new SSED for that Pool, as can be seen in the following examples: