Identity Solutions

As part of the standard procurement process, you are most likely subscribed to annually renewable Support and Maintenance Programs with various software or hardware vendors. Identity Solutions is an Authorized Support Provider for a number of vendors and you therefore may get the same support via Identity Solutions, where Identity Solutions will combine these Programs under one single contract to provide you with more economical and cost effective support solutions for your IT infrastructure needs. 

You will be able to conveniently log and access your support requests via single Service Desk and single point of contact. 

In addition, Identity Solutions may provide you with other services, like on-site assistance and training, normally not available via standard Support Programs.

We offer four different types of Support Programs: Purchase (Pre-Sales) Support, Technical Support, Standard Support (for software and hardware) and Premium Support.

• Access to expert staff via Web, e-mail and phone
• Unlimited access to the online, self-service knowledgebase
• Prioritized routing for issues
• Access to the latest software Hot Fixes, upgrades and major releases
• Committed Service Level Agreements (SLAs)
• Back end corresponding support by vendor(s)
• On-site Support (hardware based contracts only)

The following items are excluded from the Support:

• Correction of errors or defects caused by the product misuse or by the operation of the product in a manner other than specified by the supplier or the product manufacture
• Correction of errors or defects caused by modification, revision, variation, translation or alteration of the software not authorized by the supplier or the product manufacturer
• Diagnosis or rectification of faults not directly associated with the product (unless included in the Technical or Premium Support)
• On-site assistance (unless included in the Technical or Premium Support)
• Product Installation and Integration services (unless included in the Technical or Premium Support)
• Advice on configuration of the product (unless included in the Technical or Premium Support)
• Any software development assistance, for example the design or appearance of forms or reports (unless included in the Technical or Premium Support)
• Operating Systems and third party applications on your behalf

This service is included in Technical or Premium Support Programs and is not part of the Standard Support.

Normally, this service will be contracted separately. However, support hours that are included in the Technical or Premium Support Programs can also be used for consultancy service.

Normally, this service will be contracted separately. However, support hours that are included in the Technical or Premium Support Programs can also be used for software development service.

On-site support is an optional service which is included into Technical or Premium Support Programs.

Normally, this service will be contracted separately.

Yes, the transition of the Support Programs to Identity Solutions bears no cost implication to an end user. You can register for Identity Solutions’ Support Programs or transfer your existing Support at any time by completing the Support Registration Form.

You can register for Identity Solutions’ Support or transfer your existing Support at any time. Please  This e-mail address is being protected from spam bots, you need JavaScript enabled to view it  to discuss your support needs and to organise the transfer.

There is no change in the nature or level of the provided support and maintenance subscription service if you purchased it via Identity Solutions. The vendor terms and conditions applicable to Support and Maintenance accepted by you as an end user at the time of purchase and installation of the product apply to support services provided by Identity Solutions.

You should record Identity Solutions’ support details and use them in your standard procedure when logging support calls. We will handle your requests and incidents and (if needed) escalate them with product manufacturer. We have full back-end comprehensive service contracts and support from hardware and software vendors to make sure you have unlimited and the best immediate access to all resources for your support needs.

As an Authorized Support Provider for a number of vendors and manufacturers, we have access to every resource and information as any of the vendor/manufacturer personnel. As your local service provider we may have a better understanding of your environment and therefore better positioned to help you with your support needs. 

Normally, this service will be contracted separately. However, support hours that are included in the Technical or Premium Support Programs can also be used for the Installation and Integration service.

Configuration support is an optional service which may be included in Technical or Premium Support Programs.