Technical support and service contracts

Familiarize yourself with the rules of software service during the warranty and post-warranty period

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Custom and license software purchased from HDF Software comes with a 12-month warranty as standard

24-hour service. We provide our most exacting clients the option of 24-hour service support. This can avoid downtime in the event of a fault at critical production-line workstations or in multi-shift logistics centres. Clients choosing this option have round-the-clock access to HDF specialists via a mobile phone number

What is warranty? Warranty in software service means that if the software does not work properly due to the fault of the manufacturer (error in the software), the manufacturer is obliged to repair the software at no additional cost to the customer. Detailed terms and conditions of the warranty are included in the contract signed with the customer. We also service ready-made license programs, cooperating with automatic identification systems, e.g. HDF Labels, HDF Inventory. We service ready-made applications within 14 days of reporting the error, unless the content of the license agreement states otherwise.

Maintenance services. Maintenance services are carried out remotely or at the customer's premises. According to the nature and magnitude of the fault, methods are chosen to restore the full efficiency of the system in the shortest possible time. Knowledge and many years of experience allow us to quickly identify and solve even the most complex problems. During the implementation of maintenance services, we ensure efficient, transparent communication and an individual and flexible approach to each case.

Terms and conditions of warranty services

While we make every effort to ensure that our software meets the most demanding requirements for reliability and safety, correct software function depends to a large part on a business’s hardware and system infrastructure. That’s why we provide our clients comprehensive support both for our software and the hardware it operates with and systems it integrates with. We offer a range of options for service provision, in accordance with terms agreed in the client contract. Servicing is carried out remotely or on site. According to the scale and nature of any fault, we select the methods which will most quickly allow normal system function to be restored. Our knowledge and many years’ experience allow us to quickly identify and resolve even the most complex of problems. We guarantee effective and transparent communication, and a personalised and flexible approach each time we carry out servicing

Service request methods.

The customer can contact our IT department, responsible for technical support, which will provide the necessary assistance. To do this, he can use e-mail by sending a request to [email protected]. The request should specify the version and configuration of the application being used. In addition to a detailed description of the situation, it is also necessary to send system logs and, depending on the nature of the problem, the content of any error messages, screenshots and photos or scans of erroneous printouts. Applications are accepted on business days from 9:00 am to 3:00 pm.

HDF remote servicing: how it works

We strive to make all repairs as quickly as possible to avoid any downtime for our customers' important activities. A remote connection to a server or workstation allows specialists to intervene immediately if a problem arises.

Microsoft Teams - One of the most convenient tools for remote teamwork, allowing online chat and screen sharing to assist in the support process.

Remote desktop - Allows a direct connection to a computer remotely the specialist using this solution has access to the user's desktop and files.

TeamViewer - In many cases we use TeamViewer, a professional application for remote management of computers and servers. It allows easy access to the workstations where our software is installed and quick remote resolution of the problem.

VPN applications (Cisco VPN Client, Juno Pulse and others) - Enable secure connection to the client's private network over the public network using encryption and authentication. They are used when a company uses systems that prevent outside access by other methods

Site visits - In the event of a problem which cannot be resolved remotely (e.g. interference of external hardware or software in the system’s operation), we carry out on-site service support. In this event, an HDF specialist will arrive at the client’s premises within a realistically short timeframe to carry out repair work.

Software warranty extension and Service contracts

For the assurance of trouble-free and effective software operation over a longer period, the warranty can be extended for a further 12 months.

Repeat extensions can be made depending on the software’s planned lifetime of use. This ensures continual care and quick resolution of any glitches or faults. An extended warranty gives you maximum software benefits, without having to worry about potential problems occurring during its use. Systematic extension also gives the opportunity to implement possible improvements in response to changing or increasing requirements for software functionality. Modifications to software can only be carried out under a current warranty.

Benefits of warranty extension

* The basic advantages of a warranty extension are:

* optimal exploitation of all possible software functionality,

* correct software operation and functioning for its entire lifetime of use,

* avoidance of additional costs related to the removal of errors or repair of faults,

* lower long-term, overall project costs,

* option of software modification.

Terms of use

Warranty extension conditions are the same as those established for the initial 12-month period of use. Service requests can be made from Monday to Friday in the hours 09:00–17:00. Responses to faults will be undertaken within 5 working and faults removed within 10 working days maximum. Warranty repair periods may be shortened according to client needs.

Our standard warranty provides for

* Instructions on software fault removal, communicated via telephone or Internet;

* Diagnosis and removal of any errors in the program’s functioning, including measures to ensure the program’s compatibility with the software and other programs functioning as an IT system, carried out remotely from our offices or by means of distance communication;

* Ongoing monitoring of the program: making regular, remote reviews of the current state of the program (upon provision of appropriate technical means by the client).

Detailed information on warranty extension is available from our Sales Department.