Support and Maintenance

At EzeScan, we recognise the vital role our software plays in achieving your business objectives.

We are committed to ensuring that your software performs optimally and that it is able to support your business needs.

Our Support & Maintenance Service is designed with your convenience in mind, offering remote access to our high-quality support services. This means you can count on:

• Fast diagnosis of software defects and configuration issues
• Escalation of defects to R&D for rapid repair, with fast provision of software updates to rectify issues
• Ability to submit software enhancement requests for development consideration.

Our software can be deployed on the customer's PC/Servers (i.e. On-Premise) or on our Cloud Hosting platform (i.e. EzeScan Cloud), hence our support offerings are tailored to each of these specific deployment types.

For details on specific maintenance services, lodging a support case, and the support desk hours of operation please refer to the sections below.

Software Maintenance for On-Premise Deployment

EzeScan offers an Annual Software Maintenance service for on-premises customers. An on-premises customer is one where the EzeScan software has been installed directly onto the customer’s own servers and computers located at their office, or in the customer’s private cloud.

How does an ‘On-Premise’ customer know if they are under active software maintenance cover?

There are two types of cover for on-premises customers:

• Annual Service - If you have paid EzeScan for an Annual Software Maintenance (ASM) renewal invoice that covers the date that you are requesting support, you are under active software maintenance cover.

• Subscription Service - If you have paid EzeScan a subscription fee to use EzeScan software for either 12, 24, 36 or 60 months that covers the date you are requesting support, you are under active software maintenance cover.

Please note that we do not provide support and maintenance services to customers who are not under active cover. If you are not under active cover and require help, then we recommend that you take steps to renew your software maintenance cover as soon as possible. Please talk to our sales team or your reseller.

What does the On-Premise software maintenance cover?

Our on-premises software maintenance service entitles customers to:

• Request product support assistance to rectify something that was working and is now not working
• Suggest product enhancements. The implementation of enhancements is solely at EzeScan’s discretion
• Request the transfer of an EzeScan license from one PC to another (with a maximum of one license transfer per year), conditions apply
• Request to purchase upgrade modules to add to their existing EzeScan Software
• Download installation media, patch updates and new versions from the support website.

What does the On-Premise software maintenance component not cover?

• Reconfiguration of the software to add extra functionality after UAT signoff
• Attendance on the customer’s site
• The provision of extra training after UAT signoff
• Attending Agile Scrum Meetings hosted by customers
• Requests to provide additional site-specific documentation after UAT signoff
• Support requests relating to scanners and integration connectors that have been made 'End of Life' (EOL).
• Support requests for prior versions of EzeScan (4.3, 4.2, 4.1, 4.0 and 3.0) that have been made 'End of Life' (EOL). Customers under ASM cover will need to upgrade to EzeScan 5.0 first.

Please note that customers may request a quote for extra support services for the items listed above that are not included in the software maintenance cover. To do so, please contact our sales team or your reseller.

Software Maintenance for EzeScan CLOUD Deployment

An EzeScan Cloud customer is one where the EzeScan software has been deployed onto the Outback, Imaging Cloud hosting platform. These solutions are installed with a pre-set configuration that is signed off on by the customer during the UAT phase of the solution deployment. As an EzeScan CLOUD customer, you are offered Support and Maintenance as part of your EzeScan Cloud SaaS licensing agreement. Software support in the CLOUD relates to keeping the customer-hosted Cloud site online with an uptime goal of 99.5% or better.

How does an EzeScan Cloud customer know if they are under active software maintenance cover?

If you have paid a subscription fee to use EzeScan CLOUD Software for either 12, 24, 36 or 60 months, and EzeScan has received your subscription payment that covers the date you are requesting support for, you are under active Support Maintenance coverage.

What does the EzeScan Cloud software maintenance component cover?

CLOUD Annual Software Maintenance entitles customers to:

• Request product support assistance to rectify something that was working and is now not working.

What does the EzeScan Cloud software maintenance component not cover?

• Reconfiguration of software functionality after UAT
• On-site assistance
• Training

Please note that customers may request a quote for extra support services for the items listed above that are not included in the software maintenance cover. To do so, please contact our sales team or your reseller.

How are Support Requests Lodged?

Customers can initiate support requests through two primary channels:

• Calling our Support Number
• Logging a ticket via our online service desk (recommended)

For support calls:

• For urgent support, customers can call our dedicated support numbers:

  • Aus: 1300 393 722
  • UK: 020 3535 0645
  • USA: +1 (323) 990-3740
  • Canada: +1 (647) 264-7788
• If an engineer is available, they will aim to assist you immediately. We appreciate your patience as our engineers verify your support and maintenance status before providing assistance
• If no one is available, customers can log a support ticket or leave a detailed voice message with the following information.
  • Your Name and the organisation you are calling from
  • What software you are using
  • A brief description of the problem you are having
  • A return phone number

For our Service Desk:

• Customers are encouraged to log support requests through our online service desk for efficient handling. Click here to access our online service desk
• Instructions on how to log a support ticket can be found here
• Each support case is assigned a priority number from 1 to 4, with level 1 cases given the highest priority
• An engineer will reach out via the ticket with suggested fixes for common errors or provide a time to assist you remotely
• Remote support may require the use of team viewer or Go-To-Meeting to access your network remotely (see more information about this here)
• Failure to grant us remote access will result in delays that will impede our ability to solve your issue promptly.

Please note all support services are delivered remotely.

What are the Support Help Desk Hours?

• Australia/NZ Support help desk hours are 8.30 am to 5pm AET, Monday to Friday excluding public holidays
• UK/Europe Support help desk hours are 8.30 am to 5pm GMT, Monday to Friday excluding public holidays
• USA/Canada Support help desk hours are 8.30 am to 5pm EDT, Monday to Friday excluding public holidays.

For more information on the terms and conditions of Annual Support and maintenance please refer to our Annual Software Maintenance Agreements found here.