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.

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

5.2 Hardware Solutions

* 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]

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.