Software Upgrade & Support Plans (SUSP)​​.

SUSP is purchased for a specific End User site and available after the expiration of the manufacturer’s warranty, which makes available to you every commercially released version of OnGuard software, as well as the Lenel standard telephone technical support for certified engineers.
Included Service Items:
  • UTCFS Technical Support assistance during normal business hours (Monday – Friday 8:00AM to 5:00PM CET excluding Polish holidays).
  • Partners who desires access to UTCFS’s Technical Support under this SUSP must have a valid training certification.
  • This SUSP covers only the specific System User identified above or in the Quote provided. Systems covered by the Support Plan must have a current supported version of Software installed. UTCFS supports each commercially released version of OnGuard for a period of three years from the official commercial release date. For the older systems with valid SUSP we offer best effort type of support without bug fixing and developers’ engagements.
  • Maintenance - UTCFS shall maintain its software so that it operates in substantial conformity with UTCFS’s published specifications. UTCFS shall utilize commercially reasonable efforts to correct all errors discovered by our partners, which cause the software to fail to function in accordance with the specifications in any material respect.
  • Upgrades – UTCFS will provide new versions of the software (major and minor releases; cumulative and incremental hot fixes) as they become commercially available. Currently  OnGuard V7.6.
  • Support and Response Time - In the event that the Reseller detects any consistently reproducible error, defect or nonconformity to the specifications in the software, UTCFS shall furnish off-site telephone support, in the form of consultations, assistance and advice on the use or maintenance of the software within twenty-four (24) hours of the partner’s request during normal published business hours. Only partner personnel who have successfully completed UTCFS's Software training courses may request such support.
 Excluded Items:
  • System failures or data loss due to lack of maintenance, neglect, network failures or user inflicted malfunctions.
  • Step by step software upgrade assistance, including professional services to deploy software upgrades are not included in the plan.
  • Hardware failure due to natural causes, improper installation or unsupported configurations.
  • Requests to assist with third party software or hardware installation or configuration assistance not provided by UTCFS.
  • Modification of or any attempt to modify any portion of the software without the written approval of UTCFS.
  • Events outside UTCFS's reasonable control or not arising under normal operating conditions.
  • This SUSP does not include on-site support which, if requested, would be at an additional charge.
  • This SUSP does not include STSL technical support which, if requested, would be at an additional charge.
  • Use by partner of software older than three (3) years from the release date.
 
Please note that the SUSP does not include any professional services to perform the upgrade, any necessary PC hardware, Operating System upgrades and Database upgrades.
​
​Lapsed SUSP Coverage: 
For any System that has allowed their Software Upgrade and Support Plan to lapse in continuous coverage. In this case, a System is allowed to upgrade to the latest software version available by purchasing a Support Plan for each year of support needed to bring the End-User's system current. Software only upgrades are not sold separately.

For example, the SUSP coverage expired on May 1st, 2018. One SUSP must be purchased for each year in order to bring the system up to a valid one year support plan (Base System + SUSP Additions). If the current date is March 1st, 2020, then three (3) years worth of SUSP must be purchased to bring the system current, and the new expiration date will be May 1st, 2021.
System/Dongle ID:
Every end-user system has a System/Dongle ID associated with their software license. This can be found in the System Administration Application > Help > About > System Information. ​

SUSP Quotes:
In order for Secure Technology Solutions Ltd to provide a SUSP quote, the Lenel OnGuard end-user must authorise Secure Technology Solutions Ltd to act on their behalf on matters relating to their license. Please download our authorisation template letter that should completed and signed accordingly to enable us to assist further.
Software Upgrade & Support Plan Base Tiers : ​
SUSP-W-ES
SUSP-ADV-TR-1
SUSP-ADV-TR-2
SUSP-ADV-TR-3
SUSP-PRO-TR-1
SUSP-PRO-TR-2
SUSP-PRO-TR-3
SUSP-PRO-TR-4
SUSP-PRO-TR-5
​SUSP-DV ​
Covers 32ES, 32ESI, IDES Systems
Tier 1: 64...128 Readers. Covers ADV, ADVI, IDADV Systems
Tier 2: 129...192 Readers.
Tier 3: 193...256 Readers.
Tier 1: 128...256 Readers. Covers PRO, IDPRO, PROI Systems 
Tier 2: 257...512 Readers.
Tier 3: 513...1024 Readers.
Tier 4: 1025…2.048 Readers.
Tier 5: 2.049 or more Readers.
​SUSP support for each single Video Channel (includes LNVR / UltraView)
Please contact us for a quote. We look forward to hearing from you. 
​Tel : +44 (0) 333 210 6000 or Email: sales@stsl.co.uk