Software Support Program
Honeywell systems
Professional Support Services
Honeywell offers a variety of Software Support Agreements (SSAs) for our access control and video
surveillance products to help protect you and your customers’ investments. These agreements ensure
your customers have the latest Honeywell software releases to minimize your support costs. Honeywell
SSAs are offered in two tiers of service to match your business model and your customers’ needs:
• Standard SSA
• Mission Critical SSA
These service offerings complement any Honeywell installation and enhance long-term customer
satisfaction. By maintaining an SSA, you are eligible for a variety of productivity enhancing benefits.
Software Support Agreement Reinstatement Fee*
Honeywell is one of the largest security product providers in the world and support integrators by providing the
tools and support to help them better serve you and your business. Increased contact through regular maintenance
and upgrades can help build a closer relationship with your integrator and create a true business alliance.
*Software that is not currently under an SSA will be charged a reinstatement fee. There is a 90 day grace period.
Standard
Software Support Agreement
Free Software Upgrades
Continuous holders of SSAs are entitled to all software
upgrades as well as interim service packs on covered
software. Honeywell’s Professional Support Services are
available to assist with system upgrades at prevailing
Time and Materials rates.
Free Priority Integrator Technical Support
Leverage our deep knowledge base with Honeywell
technicians and engineers to answer questions and resolve
technical issues. Sites with standard SSAs receive priority
service during regular business hours to ensure faster
problem resolution and less system downtime.
Mission Critical
Software Support Agreement
Centralized Support
Integrators protected by an SSA have a dedicated phone
number to use for contacting Honeywell technical support
to expedite issue resolution.
Unique Site Identification
Covered sites receive a unique site identification code that
enables Honeywell technicians to maintain a history of the
site’s installations and past issues to more quickly identify
and resolve issues.
All Standard SSA entitlements, plus:
24/7/365 Integrator Technical Support
End users in mission critical and continuously operating
environments may need technical support at any time.
Ensure your technicians have access to Honeywell experts
when they need it most.
Remote Diagnostics
Quick access to experts reduces the time it takes to identify
and resolve issues.
Discounted On-site Support Services
Honeywell’s technical staff provides an added layer of
expertise. We can provide installation and expert support to
supplement your staff. This enables you to reduce your extra
full-time technical support but still allows you to provide
complete technical support to your customers as needed.
Remote Customization
Our technicians can help with customized programming
assistance to access features and expanded functionality
that help your customers get the most out of their
Honeywell system.
Support for Sites Without SSAs
Out-of-warranty software upgrades are not available without
an SSA in place. For those sites, standard support is available
at prevailing Time and Materials rates. Standard support
provides best effort telephone technical support during
our normal support hours of 800 a.m. – 8:00 p.m., EST,
Monday through Friday.
If you wish to purchase SSA coverage for systems not
currently covered, those systems may be subject to an
additional charge for upgrades to the latest software version
prior to commencement of coverage or to bridge any
uncovered time since the product warranty expired. This
requirement may apply to hardware upgrades as well.
The Honeywell SSA program is supported by our expert
staff of service technicians who are readily available via
toll-free telephone, e-mail, fax, and the Internet, so priority
Products Not Purchased From Honeywell
help is available whenever you need it. Additionally, our
Telephone technical support is occasionally requested to
provide assistance on hardware and/or software products
purchased from third parties. Honeywell’s technical support
will attempt to provide assistance upon request. All technical
support assistance for such support requests will be billable
under prevailing Time and Materials rates.
telephone technical support resources are supplemented
by our extensive on-line technical libraries available at
www.honeywellsystems.com/ssa. Here you can find
how-to tips, customer-reported problems, FAQs, workarounds, nonstandard configurations, and more.
Software Support Program
Services Offerings
Standard SSA
Mission Critical SSA
Software upgrades
X
X
Priority integrator technical support
X
X
X
24/7/365 integrator technical support
Unique site identification
X
X
Honeywell online training program
X
X
Discounted on-site support services
X
X
Discounted system optimization program
X
X
Remote access diagnostics (2 times per support year)
X
Remote access for customizing features and expanding functionality
X
Remote access diagnostics
X
Our Professional Support Services include:
• On-site Support Program
• Remote Support Program
• Software Support Program
• System Optimization Program
• Project Management Services
• Discover Learning Management System
For more information:
www.honeywellsystems.com
Automation and Control Solutions
Honeywell Integrated Security
2700 Blankenbaker Pkwy, Suite 150
Louisville, KY 40299
1.800.323.4576
www.honeywell.com
L/SFTSUPTB/D
September 2014
© 2014 Honeywell International Inc.