Clear support, from the start.

1. Included getting-started support

Your one-off permanent licence does not include unlimited ongoing support. Reasonable getting-started support is included for 30 days from permanent licence issuance/assignment, not the purchase date.

The period starts when the permanent licence is first issued/assigned to its computer. Buying unassigned licence stock does not start it. Evaluation activation is separate from the permanent-licence support period.

Included assistance is reasonable help with licence activation, basic AlarmForgeX setup guidance and initial questions about the product's documented operation. It is not an unlimited allocation of technician time or an ongoing managed service.

2. Licensing issues and product defects

You can always report genuine AlarmForgeX licensing issues, including licence delivery and activation problems, and reproducible product defects, even after the 30-day period. You do not need to buy a support package to report these issues.

We will assess reports and may ask for the software version, steps to reproduce the issue and relevant diagnostic information. Reporting an issue does not promise a particular new feature, future version or resolution date. We will meet any remedy obligations that apply under law; expiry of included support does not remove them.

3. Services outside the one-off licence

The following are not included in the one-off licence, including during the getting-started period:

• Ongoing network troubleshooting or network design.
• VMS, NVR, camera or monitoring-centre configuration and troubleshooting.
• Windows or third-party hardware/software troubleshooting.
• Remote PC work or hands-on site configuration.
• Training and custom integration work.
• Site administration and general consultancy.

These service exclusions do not prevent you from reporting an AlarmForgeX defect affecting an integration, and do not exclude any remedy required by applicable law.

4. Assisted and priority support

Assisted/priority support is available separately by contacting support. Any work is subject to availability and an agreed scope and fee before it begins. Contact us to discuss configuration assistance, remote troubleshooting or other professional services.

No guaranteed response or resolution time, 24/7 cover or service-level agreement is included with the one-off licence. Any priority arrangement, time allowance or service-level commitment must be separately agreed in writing, subject to obligations imposed by applicable law.

5. Permanent licences and software updates

A permanent licence describes the duration of your software licence for the purchased capacity under the Software licence terms. It does not, by itself, promise lifetime technical support, lifetime updates, future major-version upgrades or continued compatibility with changes to third-party systems.

Any express commitments in your order and rights or remedies that cannot lawfully be excluded remain unaffected.

6. Your rights and existing agreements

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded, including applicable rights under the New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986. The 30-day support period and service exclusions do not limit those rights or remedies.

Read this policy with the Terms of purchase, Software licence terms and Refunds & cancellation policy. This policy does not retrospectively remove support or update commitments already made in a completed order or a separate written agreement.