Support

This support policy defines what you can expect from the EpiSensor Support package. If you have any questions about our policies, please feel free to contact us for more information. We may amend this support policy from time to time, so you should check this page to ensure that you are aware of any changes that have been made. If you require engineering support but don’t have an active support policy with us, we can provide an ad-hoc quotation – please contact us for more information.

Raising a support ticket

With EpiSensor’s support package, you can raise a support ticket by clicking on the button below or by visiting our helpdesk.

Status and Ticket Type

When you submit a ticket, you will be asked to select an issue type, such as hardware, software, feature request etc. There is an option to attach files to the support ticket, so please include as much information as possible. A ticket will be marked as ‘Open’ until the support request has been concluded, when it will be marked as ‘Closed’. Email notifications will be sent when a ticket has been received, replied to or updated by EpiSensor’s support team. 

Ticket Classification

Please include information on the severity of the issue when submitting the ticket so it can be prioritised accordingly. Problems or potential faults are classified as (a) Critical, (b) Major and (c) Minor. The class of each problem is to be agreed upon mutually by the Customer and EpiSensor Support staff at the time of reporting the issue. The following general principles apply to the classification of issues.

(a) Critical
A Critical fault is defined as an error which makes impossible the performance of one or more critical functions of the system, i.e. the system or one of its major subsystems cannot perform the basic functions for which it was intended. This category is typically resulting in loss of data, and impacting on the reporting or other critical activity on a customer site.

(b) Major
A major fault is defined as one where there is a severe reduction in performance i.e. the system performs the basic function for which it was intended, but some major functions are impaired or the overall performance is reduced. Also in this category are faults that prevent data from flowing, but are not likely to result in data loss, and will result in a delay in reporting or data being produced.

(c) Minor
A minor issue is one which does not impair the performance or continued performance of any critical functions of the system. EpiSensor support staff will respond with a workaround or a plan to resolve minor faults, track reported bugs or suggest an alternative approach that resolves the issue.

Cover and Payment

EpiSensor Support accounts are valid for 365 days from receipt of payment. A renewal notification will be sent as the renewal date approaches, but customers will not be automatically invoiced. Payment is required in advance for all EpiSensor Support accounts. Please note that re-activating an expired support account requires payment in advance, which can take a number of business days to clear. Allocation of stock and extended product warranty are not included in EpiSensor support accounts as standard. EpiSensor recommends that spare parts are kept on-site for systems deployed in critical environments. Prices above are ex. VAT.

Software Updates

EpiSensor regularly releases new versions of Gateway software and makes these updates available to support account holders. 

Software updates provided within your support plan are not deployed to Zigbee Access Points or wireless nodes by default unless a problem is identified that a particular firmware release will resolve. Your engineering time allocation can be used to assist with deploying software updates to Zigbee Access Points.

Fair Usage

All support plans include a specific number of hours of engineering time per year. These can be used for troubleshooting system issues remotely, training, advice on system design, or resolving issues on-site etc. If the allocation of engineering hours has been consumed within the year, the user will be notified and EpiSensor reserves the right to charge for any additional ad-hoc engineering time. 

Site visits are not included in the allocated engineering time. 

Support for 3rd Party Product

From time to time, EpiSensor will supply accessories, peripherals and other 3rd party products or services alongside core EpiSensor products to simplify system deployment and provide additional functionality. While we will make reasonable efforts to answer technical questions and troubleshoot 3rd party products that we have supplied, it is often not possible to offer the same level of support as with our own product range. This support contract is intended to cover products designed, manufactured and maintained by EpiSensor only. In cases where there are problems with 3rd party products that EpiSensor’s technical support team can’t resolve, we will refer questions to the manufacturers or suppliers of that product, and if additional support, warranty or professional services are required from those companies to resolve the issue, the costs will be passed on.

Office Hours & Language

Our normal support hours are Monday to Friday, 09:00 to 17:30 GMT excluding public holidays in the Republic of Ireland. Support will be provided in English only, unless otherwise agreed. We try to answer all support questions as quickly as possible, but response times will vary depending on the volume of requests we receive and the complexity of the enquiry. EpiSensor’s helpdesk is closed between 24th December and 1st January inclusive. 

Glossary

• “Electronic Communications” means any text, voice, sound, image or video message sent over an electronic communications network which can be stored in the network or in the recipient’s terminal equipment until it is collected by the recipient or on the recipient’s behalf.
• Software Updates means the newly released version of EpiSensor Gateway software.
• Live Chat refers to instant messaging services such as Skype and Google Hangouts.
• Account Manager refers to an EpiSensor support engineer that will be assigned to manage your account.
• Remote Support Sessions refer to remote desktop / screen-sharing sessions hosted by EpiSensor’s technical support team.

Effective Date: 30th June 2023