Support | HCONN Inc. - Inspection, Safety & AI

How Can We Help?

Our dedicated Support Team will help you for any technical issues. Technical support is available between the hours of 8AM and 5PM (Central Time), except HCONN holidays.

Technical support for HCONN software includes:

Telephone Support 224-326-3116

Email Support support@hconn.com

Customer Portal www.bipowerhouse.com

Issue Severity & Response Times

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:

Severity	Description	Target Response Time
High	Software crash/data corruption with no recover/workaround option or installation problem.	1 hour
Medium	Same as high but a reasonable workaround is available.	1 business day
Low	General errors, questions about the operation of the software.	2 business days
Enhancement	New/improved feature request.	5 business days

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

Policies & General Information

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.

Limitations

HCONN shall have no obligation to provide technical support with respect to the software due to any:

Misuse, or malfunction of hardware, network, or operating system.
Repairs or modifications to the Software made by other than HCONN which have caused damage to the software.
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 Terms

All software, documentation and media provided by HCONN support are provided subject to the terms and conditions of the End User License Agreement.
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.
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.