Implementation and Support Policy

1. Our implementation process

1. Readiness: agreed advance payment, a signed pre-installation checklist, and the required client data and infrastructure must be available.
2. Installation: hardware and desktop, web or cloud software are installed as specified in the quotation.
3. Configuration: basic setup uses the company information, standard attendance rules and policies provided by the client. Advanced or custom logic requires separate written agreement.
4. Training: one basic session, up to one hour, covers daily operation and standard reports.
5. Validation and go-live: the client checks operation and reports and confirms acceptance. Where feedback is not received after the agreed review period and a reasonable opportunity to validate, deemed acceptance may apply as described in the Scope of Work and applicable law.

2. How support is provided

Support starts with phone or mobile guidance, followed by remote-access diagnosis where appropriate. If remote support cannot resolve the issue, an on-site visit or further technical intervention may be arranged.

On-site support is chargeable unless explicitly included in the applicable warranty or AMC agreement. Remote diagnosis does not itself guarantee that a repair or site visit is included.

Support is provided during standard business hours. Emergency or after-hours assistance is subject to availability and additional charges. Please confirm any special service arrangement in writing.

3. Services outside standard support

Standard support does not include network, internet or power faults; third-party hardware or software; correction or manipulation of attendance/payroll data; attendance-policy redesign or custom logic; or issues caused by misuse, tampering or unauthorised changes.

These dependencies remain the client’s responsibility. Any separately agreed assistance, additional work or chargeable visit follows the written quotation and Scope of Work.

4. Standard warranty

The standard warranty period is 12 months from the invoice date or installation date, whichever is earlier. Product-specific written warranty conditions also apply.

• Hardware warranty covers manufacturing defects only.
• Physical damage, misuse, accidents, power surges or power-related faults, tampering and unauthorised third-party handling are excluded.
• Consumables and accessories, including RFID cards, power adapters, batteries, exit readers and cables, are excluded from standard warranty coverage.
• Software warranty covers applicable bug fixes, not new features, enhancements or customisation.
• No lifetime hardware or software warranty is included.

For hardware service, send the device by courier to the service location confirmed by our team unless on-site service is explicitly covered. Warranty eligibility remains subject to authorised supply/service and the applicable manufacturer conditions.

5. Comprehensive AMC (C-AMC)

A C-AMC includes hardware service and repair, remote and on-site support, and only the spare replacements expressly defined in the AMC agreement.

Consumables, accessories, physical damage and network or infrastructure faults are excluded.

6. Non-Comprehensive AMC (N-AMC)

An N-AMC includes remote and on-site support and the agreed labour and service charges. Spare parts are chargeable separately. Physical damage and network or power-related issues are excluded.

7. One-time and limited-duration support

One-time/on-call support is a paid service for a single instance. It does not create continuing coverage, future support entitlement or a warranty extension.

Any separately agreed partial-duration warranty or support coverage applies only for the period and services specified in writing. AMC starts after warranty expiry unless a different start date is mutually agreed.

8. Eligibility and additional training

Service eligibility requires payments to be up to date and the product to satisfy the agreed authorised-product and service conditions. Tampered or unauthorised devices are not eligible for standard plan coverage; any separately accepted work requires written confirmation.

Additional or refresher training, including training needed because of staff changes, non-attendance or internal changes, is chargeable. Non-waivable statutory rights remain unaffected.