Surelabs Video Surveillance Solutions

Support Statement

Surelabs is determined to provide proven security solutions at a cost effective price. As such, we have removed the cost of support from the actual product. Fortunately, there are a number of methods for which you can get support.

Premier Support
Premier Support is a support contract, which a user can pay to enter into a 12-month contract for support with Surelabs.

Incident Support
Incident support allows you to purchase a single incident for support for each query that you may have.

Per Minute Support
Per minute support will be provided via a 1900 number. You will be billed a ‘per minute’ charge for the duration of your support call. This will be billed directly to your phone bill. (availability depends on country or region)

Premier Support Agreement

The End-User (“user”) as defined in the End-User Licence Agreement (“EULA”) may purchase 12 months support in advance with payment accepted by Credit Card only, subject to the following terms and conditions:

A limit of 15 calls over the 12-month period, such period commencing from the date of the first call made by the user.
Support applies to the Surelabs software application only and not to hardware, software or drivers from other manufacturers.
Surelabs help desk will assist with Hardware if it is certified hardware. Otherwise they will only be able to offer best efforts but no responsibility. If the user is using uncertified by Surelabs Multiport capture device then the Surelabs Help Desk has no obligation to offer any support, best efforts only.
Multi port PCI Capture device [should / must] be certified.
Hours of support please refer to Website: www.surelabs.com
Definition of Incident is: a problem using the software due to one particular process/problem or misunderstanding. One call does not mean one incident. It may take more than one call to and from the Help Desk to solve an incident.
The Toll Free number service provided to the user shall receive priority status for the Premier level support agreement.
The user, upon contacting the Help Desk is to have ready their customer ID number which they are issued when they Activate/Register their software on the Surelabs Website. It is recommended that the customer ID number be written down and kept in a safe place.
Definition of Updates: An update is where Surelabs view that an improvement in the software shall be distributed free of charge.
Definition of Upgrades: An upgrade is where Surelabs shall offer an improvement in the software, which shall be made available to the user for an additional cost.
The Premier Support Agreement shall include an USD $50.00 bonus certificate held as credit in the Surelabs Support Database, which the user can cash in at any time to offset the cost of any particular upgrade that the user may wish to purchase. Upgrades with a value less than USD$50.00 shall be rounded up to USD$50.00 with no ability to claim the difference in value by the user.
In order to obtain support the user must update their software with the latest updates prior to obtaining support under the Premier Support Agreement. The most recent updates will be available from the Surelabs Website.
This Agreement shall be licensed to a maximum of 2 people who are required to be nominated at the time of entering into this agreement.
This agreement shall not be transferable at any time.