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SAFsolution Support Information
Beginning March 12th, 2007, IdentiPHI will provide support for customers of SAFsolution and SAFmodule software. All customers of these products will be directed by SAFLINK to contact IdentiPHI for all support requests.
Support FAQ
Q: Why is IdentiPHI providing support for SAFLINK software products?
A: SAFLINK Corporation announced the sale of its SAFsolution and SAFmodule biometric middleware products on March 2, 2007. Information about the transaction can be found at http://www.saflink.com/about/releases-2007/03_02_07.html. All future sales and support inquiries for SAFsolution and SAFmodule will be handled directly by IdentiPHI, Inc. ( http://www.identiphi.net).
Q: What former SAFLINK software products will IdentiPHI support?
A: IdentiPHI will provide support for the SAFsolution product family, which includes SAFsolution Enterprise and Workstation Edition, SAFremote Authenticator, SAFauthenticator SDK and SAFmodule.
Q: When will IdentiPHI begin providing support for SAFsolution and SAFmodule software?
A: IdentiPHI will begin providing support on March 12, 2007 at 8:30am Central Standard Time.
Q: What support resources and expertise does IdentiPHI offer?
A: All SAFsolution and SAFmodule customers may access support resources on IdentiPHI’s website at no cost. IdentiPHI is planning to add a product knowledgebase, technical articles and documentation for customers to access soon. IdentiPHI has a skilled and trained support team that includes two SAFsolution software developers enabling IdentiPHI to provide support at all levels.
Q: Can I still contact SAFLINK for support?
A: No, you must contact IdentiPHI directly for SAFsolution and SAFmodule support. Support requests for all other SAFLINK products will continue to be handled by SAFLINK Support.
Q: Does my company need a Maintenance and Support contract to get support from IdentiPHI?
A: Yes, Annual Maintenance and Support is required. Optionally, if you do not have an active Maintenance and Support contract, per incident support may be purchased.
Q: Will IdentiPHI continue to honor a Maintenance and Support contract my company purchased through SAFLINK, which is not expired?
A: Yes, IdentiPHI will continue providing support for customers who have already purchased Annual Maintenance and Support through SAFLINK. SAFLINK provided IdentiPHI with a list of customers with active Maintenance and Support agreements and the expiration dates for each. If your company has an active Maintenance and Support Agreement, please contact IdentiPHI Support to confirm and have a Customer Self Service account created for your company.
Q: My company owns SAFsolution or SAFmodule licenses but we didn’t purchase or renew an Annual Maintenance and Support contract through SAFLINK. How can we purchase an Annual Maintenance and Support contract with IdentiPHI?
A: Customers wishing to purchase or renew Annual Maintenance and Support should contact Jason Rivera at IdentiPHI (512) 492-6220 x115 jrivera@identiphi.net.
Q: How can I purchase Support Incidents from IdentiPHI?
A: You may purchase Support Incidents from IdentiPHI by contacting IdentiPHI and requesting to purchase support.
Support Incident Pricing:
Single Support Incident $150
5 Incident Support Pack $600
10 Incident Support Pack $1,000 | 