Support Policies - Conditions

Thank you for using IRIS products!

- I.R.I.S. provides FREE technical support to registered users and/or users under valid Maintenance contracts. Registration is based on email addresses. You can register your product here.
Maintenance contract can be purchased via your sales representative.

- Please note that many issues can be solved by consulting the Quick User Guide, Help manuals, FAQs or the Technical Support section on this website.

Table of Contents
  1. Free Support
  2. Covered Issues
  3. Products Supported
  4. Updated policy as from 01/01/2019
  5. SOHO Products
    1. Software Solutions
    2. Hardware Solutions
    3. Professional Solutions
  6. Exclusions

1. FREE Support

Free support is provided on certain products (see this section for more information) via our Helpdesk platform : https://support.irislink.com or by email via [email protected]

The first answering time is usually between 2 and 5 days.

2. Covered Issues

IRIS technical support services include recommendations on:

  • Installing an IRIS product on any of the operating systems listed in the System Requirements for the product
  • Activation (except for IRISPowerscan 10)
  • Using the functionality described in the product documentation

IRIS technical support services do not include any of the following:

  • General computer or networking education
  • Coding or creation of custom modules or solutions
  • Using or configuring third-party products

Issues that are not covered by the IRIS technical support services may be covered by the maintenance/vip support whose terms and conditions can be viewed here.

3. Products Supported

I.R.I.S. provides FREE technical support ONLY for registered users of SOHO products (IRIScan, IRISPen, IRISNotes, Readiris). For Professional Products (Readiris Corporate, Cardiris Corporate, IRISmart File, IRISmart Invoice, IRISPowerscan, IRIScan Pro) technical support is eligible ONLY under a valid Maintenance contract. Technical support is usually available for the current version and the previous version of a product. Please refer to table to verify whether Product version is still supported or not...

4. Updated policy as from 01/01/2019

To stay up to date with the recent Microsoft and Apple operating systems, our support policies has been updated. We will continue to support the oldest product versions until 01/01/2019.

Below, you’ll see the products for which support will be stopped because they are obsolete and do not match the necessary requirements to work properly on recent OS.

5. SOHO Products

The products listed below are categorized by family.

Oldest Software versions included with IRIScan scanners will not be supported any more.

Customers who purchased recent IRIScan scanners with older software have the opportunity to upgrade to a supported version, when available.

Please refer to this article for a complete list of what’s available.

5.1 Software Solutions

OCR & PDF Software Supported as from 01/01/2019 Status
Readiris 17 Yes Ok
Readiris 16 Yes Ok
Readiris 15 No End of life
Readiris 14 No End of life
Readiris 12 No End of life
Older Readiris No End of life
IRISCompressor Pro No End of life
IRISCompressor No End of life
     
Classification Software Supported as from 01/01/2019 Status
IRISmart File Yes with Maintenance contract Ok
IRISmart Invoice Yes with Maintenance contract Ok
     
Business Cards Software Supported as from 01/01/2019 Status
Cardiris Corporate 5.8 Yes with Maintenance contract Ok
Cardiris 5.0 to 5.7 No (upgrade to 5.8 required) End of life
Cardiris 4 No End of life
     
Other Software bundled with IRIScan Supported as from 01/01/2019 Status
InstantResult Yes Ok
IRISFiles No End of life
IRIScan Direct No End of life
     
High Speed Scanning Software Supported as from 01/01/2019 Status
IRISPowerscan 10 Yes with Maintenance contract Ok
IRISPowerscan 9 No End of life
     
Mobile Applications Supported as from 01/01/2019 Status
Readiris for iPad Yes Till further notice
IRIScan To PDF, Word, Text Yes Till further notice
InstantResult Yes Yes

5.2 Hardware Solutions

Handheld Scanners Supported as from 01/01/2019 Status
IRIScan Book 5 Wifi Yes (free software upgrade required) Upgrade software pack
IRIScan Book 5 Yes (free software upgrade required) Upgrade software pack
IRIScan Book 3 Yes (free software upgrade required) Upgrade software pack
IRIScan Book 3 Executive No End of life
IRIScan Book 2 No End of life
IRIScan Book 2 Executive No End of life
IRISMouse Wifi Yes Ok
IRIScan Mouse 2 Executive Yes Ok
IRIScan Mouse 2 Yes Till further notice
IRIScan Mouse No End of life
     
Sheetfed Scanners Supported as from 01/01/2019 Status
IRIScan Anywhere 5 Wifi Yes (free software upgrade required) Upgrade software pack
IRIScan Anywhere 5 Yes (free software upgrade required) Upgrade software pack
IRIScan Anywhere 3 Wifi No End of life
IRIScan Anywhere 3 No End of life
IRIScan Executive 4 Yes (free software upgrade required) Upgrade software pack
IRIScan Express 4 Yes (free software upgrade required) Upgrade software pack
IRIScan Express 3 No End of life
IRIScan Executive 2 No End of life
IRIScan Express 2 No End of life
     
Multi-page Sheetfed Scanners Supported as from 01/01/2019 Status
IRIScan Pro 5 Invoice Yes (free software upgrade required) Upgrade software pack
IRIScan Pro 5 File Yes (free software upgrade required) Upgrade software pack
IRIScan Pro 5 Yes (free software upgrade required) Upgrade software pack
IRIScan Pro 3 Wifi Yes (free software upgrade required) Till further notice
IRIScan Pro 3 Cloud No End of life
     
Digital Pens Supported as from 01/01/2019 Status
IRISPen Air 7 Yes Ok
IRISPen Executive 7 Yes Ok
IRISPen Express 7 Yes (paying software upgrade needed) Upgrade software pack
IRISNotes Air 3 Yes Till further notice
IRISNotes 3 Yes Till further notice
IRISNotes Executive 2 No End of life
IRISNotes Express 2 No End of life
Older IRISPen/IRISNotes No End of life

* Hardware components of these products are covered by 2 years warranty.

5.3 Professional Products

For the products below technical support is provided in accordance with the maintenance agreement included in the product. Support will be not be provided if the end-user maintenance is expired.

Note that all activations request should be sent to [email protected]

Handheld Scanners Supported as from 01/01/2019 Status
IRISPowerscan 10 Yes (only if under maintenance contract) + maintenance contract Ok
IRISPowerscan 9 No End of life
IRISPowerscan Server 9 No End of life

6. Exclusions

Software Support does not cover:

  • “End of life” IRIS products, versions not mentioned in the above list.
  • Modifications made to the standard Software application by Licensee or third parties.
  • Applications developed by Licensee or third parties, Products, services or functionality not provided by I.R.I.S.
  • The use of an operating system or any software or hardware or networking system(s) not approved by I.R.I.S.
  • Interconnection or integration of the Programs with products not designated Certified or Supported by I.R.I.S.
  • Errors caused by third party products or incorrect system parameters.
  • Use of the Programs in a manner for which they were not designed.
  • It will be assumed that users of this service are generally familiar with the use of microcomputers.
  • I.R.I.S may restrict the use of this service if the Licensee repeatedly makes requests for information which is contained in the User Guide, Manual, and FAQ.

I.R.I.S. retains the right to modify this Technical Support Conditions without prior notice.