HCONN Support

How can we help?

HCONN is committed to providing fast and high-quality assistance to customers that encounter technical issues with our products.
Our dedicated Support Team will help you for any technical issues.
Please send an email to: support@hconn.com

Software Upgrades

HCONN provides major and minor software releases. Major releases incorporate significant new functionality for the software. Minor releases incorporate bug fixes and minor enhancements to the software. HCONN will provide all “minor” software releases free of charge to registered customers of the same “major” release. Major releases are provided for free for the first 30 days after the purchase of the software.

Service Availability

Technical support is available between the hours of 8AM and 5PM (Central Time), except HCONN holidays.

Technical support for HCONN software includes:

Severity

HCONN prioritizes its support so that the most urgent issues are resolved first. When opening a support issue, please use one of the following severity tags:

• High: Software crash/data corruption with no recover/workaround option or installation problem.
• Medium: Same as high but a reasonable workaround is available.
• Low: General errors, questions about the operation of the software.
• Enhancement: New/improved feature request.

Response Times

HCONN will make every effort to respond to customer requests for help in a timely manner. The table below sets out our target response times for issues of a given severity.

Limitations

HCONN shall have no obligation to provide technical support with respect to the software due to any:
1. Misuse, or malfunction of hardware, network, or operating system
2. Repairs or modifications to the Software made by other than HCONN which have caused damage to the software
3. Customer’s connection of a device or a program to the software which makes support impractical or which has caused damage to the software or which is not included

General

A. All software, documentation and media provided by HCONN support are provided subject to the terms and conditions of the End User License Agreement.
B. Software maintenance is valid for one (1) year from the date of delivery. Maintenance will automatically renew unless Customer has provided written notice to HCONN of its desire to terminate maintenance not less than thirty (30) days prior to the renewal date. HCONN shall send Customer invoices for renewal terms.
C. Mentoring and training in usage of the Software, domain-related methodology and design, complex user interface or reasoning designs and custom application development is available from HCONN at applicable fees.

Customer Satisfaction

Please tell us if we are not serving you as you would expect. In the first instance please work with our technical support engineer to resolve the issue. If our response continues to fall below the standard you expect, please contact your Account Manager directly.