MAXPRO

VMS AND NVR

Software Support Agreement (SSA) FAQ

1 What is MAXPRO VMS and NVR SSA? 5 Who will be able to purchase an SSA for MAXPRO?
Software Support Agreement, or SSA, is the service to Dealers can purchase the Standard, Mission Critical and End
protect Honeywell dealers’ investments and ensure User SSAs for enduser sites.
their customers have the latest Honeywell software
releases to minimize dealers’ support costs.
6 Do you know how existing customers
Honeywell is refreshing the Software Support Agreement
can purchase an SSA?
program with MAXPRO VMS R600 and NVR 6.0 release,
replacing previous MAXPRO VMS/NVR SSA and SMU Existing customers who want to upgrade to the latest R600
(Software Maintenance Update) programs. version would need to purchase the SSA from their dealer.
The new SSA would be valid for a period of 12 months and
renewed annually.
2 Did you know that it will be mandatory for customers to
purchase an SSA if they want to upgrade to MAXPRO
VMS R600 and MAXPRO NVR 6.0 and above? 7 Can I purchase an SSA for more than 1 year?

An SSA will be mandatory for customers to upgrade to MAXPRO Yes, you can purchase a multi year SSA and receive the
VMS R600 and MAXPRO NVR R6.0 and above. If any customer benefit of no price increases over the contract period.
who has MAXPRO VMS R560 and below wants to upgrade
to R600 they will need to purchase the SSA to upgrade their
software. 8 Do you know how long Honeywell will continue to
support the older MAXPRO software Versions?

Did you know that you get a free SSA when you With a valid SSA Honeywell will continue to
3
buy a new MAXPRO VMS or MAXPRO NVR? provide standard support on the older versions
for 2.5 years from the date of release.
All new MAXPRO VMS and NVR customers who buy
the MAXPRO Software / hardware will be entitled Standard support is available at prevailing Time and
to a 12 month free SSA from the date of their order. Materials rates, with best effort telephone technical
(the date of license creation in practice). support during our normal support hours of 9:00
am - 7:00 pm, EST, Monday through Friday.
The MAXPRO SSA will be different from hardware warranty
offered on the NVR, which will continue as 3 or 5 years based Older MAXPRO software versions will be
on the NVR you purchase. MAXPRO NVR hardware XE/SE 3 compatible with at least 3 newer release versions
Years , PE 5 years for hardware warranty. before end of support. For example,
• MAXPRO VMS R560 & NVR 5.6 Release : June 2019
Do you know what benefits you get if you purchase • MAXPRO VMS R560 & NVR 5.6 end of Support : Dec 2021
an SSA for MAXPRO VMS and NVR?
• MAXPRO NVR 5.6 will be compatible with VMS R600
4
Benefits with Standard SSA: and two more minor versions released in 2019-2020
• Free Software Upgrades
After the end of support date, the release version
• Free Priority Integrator Technical Support
would not be supported by Honeywell and customers
• Dedicated Phone Support
will be advised to upgrade to the latest version
• Honeywell Online Training
to get technical support from Honeywell.
• Unique Site Identification
• Discounted On-site Support Services Customers upgrading to the latest version will benefit
• Discounted On-Site System Optimization from all the new features available in the new release.

Additional benefits with Mission Critical SSA:

• 24/7/365 Integrator Technical Support
• Remote Diagnostics
Additional benefits with End User SSA:
• End User Technical Support
• Access to Honeywell Global Support Infrastructure
Please refer to MAXPRO SSA brochure for details
MAXPRO VMS AND NVR
SOFTWARE SUPPORT AGREEMENT (SSA)
9 How will new MAXPRO VMS and NVR SSA’s be charged? 13 What differences will customers notice when puchasing
new MAXPRO VMS R600 and NVR 6.0 Software
The MAXPRO NVR SSA will be charged per channel of the
compared to previous versions (R560/5.6 or earlier)?
NVR Software (from 4 channel to 128 channel), and PE, SE
and XE turnkey boxes (from 8-channel to 128-channel); There will be no changes in MAXPRO VMS and NVR software
licenses. Honeywell team will configure
The MAXPRO VMS SSA will be charged per base VMS
# of years of SSA period (month & year field) as part of the
license of different types (Lite, Standard, Standard with
entitlement based on the SSA part numbers specified on
Redundancy). There are no additional SSA charges on
the customer’s PO (default 1-year free SSA if no SSA parts
channel counts of MAXPRO VMS managing MAXPRO NVRs.
purchased upfront). SSA takes effect when the customer
The price of Mission Critical SSA and End User SSA will be creates the license (Voucher ID) on the web portal of
higher than that of Standard SSA because of additional Honeywell Software Licensing Delivery Tool (HSLDT), and
benefits with higher support level. SSA expiry month and year can be found in the License
Management Console of MAXPRO VMS/NVR Client.

10 What will be the new part numbers for the SSA’s?

Please refer to Appendix I for detailed SSA part numbers. 14 What differences will customers notice when puchasing
new MAXPRO NVR PE/SE/XE turnkey boxes preloaded
MAXPRO Client SSA’s are discontinued and are included in
with 6.0 version software compared to boxes with
the base VMS SSA and VMS SSA covers both VMS server and
previous versions (5.6 or earlier)?
client.
Instead of full license pre-loaded with software version 5.6 (or
earlier) on MAXPRO NVR PE/SE/XE boxes, new NVR PE/SE/
11 What is the quantity of SSA parts I should have in an order XE pre-loaded with software version 6.0 will start with a 60-
for a new SSA for MAXPRO NVR’s?
day demo license with a sticker printed with a PO (Purchase
As MAXPRO NVR SSA is based on the channel count Order) and SO (Sales Order) numbers.
supported by each NVR, the customer is required to place
The customers will have to log on Honeywell Software
an order based on the total channel counts of all the NVRs
Licensing Delivery Tool (HSLDT) with their accounts assigned
(including redundant NVRs for N+M failover) to be covered by
by Honeywell customer support US (800-323-4576) and
the SSA.
create the license that they are entitled with the PO and SO,
For examples, by filling in end user site information. After uploading the HID
file of their NVR box, a certificate (.cert) file will be generated
1. (64) SSAMPNVRCH need to be included in the order
for installation of a perpetural licnese in the NVR.
for one-year Standard SSA of a 64-channel NVR
(whether it is an NVR SE HNMSE64C60T, or a NVR PE The 1-year free SSA will take effect when the license is
HNMPE64C96T8, or NVR Software MPNVR64) or two created in HSLDT.
32-channel NVRs).
2. (320) SSAMPNVRCH need to be included in the order for
• one-year Standard SSA of five 64-channel NVRs 15 What happens to existing customers who have bought
SSA/SMU for MAXPRO?
(no matter how many of them are used for failover)
• or ten 32-channel NVRs (no matter how many of The existing customers will continue to enjoy the services
them are used for failover) and support of their SSA/SMU until the existing SSA expires.
• or a mix of six 32-channel NVRs Once expired, the customer will need to renew their SSA with
and two 64-channel NVRs, etc. the new SSA part numbers.

12 Do I need to purchase an SSA for MAXPRO Viewer 16 What happens to existing customers who are on MAXPRO
(HNMVIEWER)? VMS R560 and NVR 5.6 or earlier versions without an
SSA/SMU?
As MAXPRO Viewer is a freeware software, we DO NOT
charge for an SSA for MAXPRO Viewer and Viewer is also not The customers with old MAXPRO VMS and NVR versions
covered by MAXPRO VMS or NVR SSA. Customers still need will have two options to either purchase the SSA and enjoy
to purchase an SSA for MAXPRO NVRs working with the free the support and other benefits or they can continue using
MAXPRO Viewer. existing software of R560/5.6 or earlier version. Honeywell
will continue providing standard support of the existing
version for 2.5 years from date of release after which the
support will be discontinued.
Standard support is available at prevailing Time and Materials
rates, with best effort telephone technical support during our
normal support hours of 9:00 am - 7:00 pm, EST, Monday
through Friday.
MAXPRO VMS AND NVR
SOFTWARE SUPPORT AGREEMENT (SSA)
17 When will customers know that they need to purchase/renew their SSA?

Honeywell inside sales team will contact registered dealers to

purchase/renew their MAXPRO VMS/NVR SSA 1-3 months
before their existing SSA expires.
Customers can also find their SSA expiry month and year
in the License Management Console of MAXPRO VMS/
NVR Client after installing/upgrading to R600/6.0, in order
to contact Honeywell customer support in advance of their
expiration date. (Note this SSA expiry field is only for reference
and may not change until the next license upgrade).

18 What will happen to MAXPRO VMS / NVR customers when their SSA is expired?
The customers with an expired SSA can continue using their existing MAXPRO VMS / NVR with Honeywell standard support
available at prevailing Time and Materials rates, including best effort telephone technical support during our normal support hours of
9:00 am - 7:00 pm, EST, Monday through Friday, until 2.5 years from the date of the existing version release after which the support
on the older version will be ended. However, software upgrades, priority and dedicated technical support, discounted on-site services
and all the other SSA benefits will not be available.

19 Could I get an even higher service level beyond a Standard SSA?

For dealers and integrators serving their end users in a In addition, for dealers and integrators to save fixed support
continuous operating environment, we offer Mission Critical costs for end users, we offer an End User Software Support
(24/7) Software Support Agreements above the Standard SSA: Agreement (EUSSA):

1. 24/7/365 Integrator Technical Support 1. End User Technical Support

• Ensure access to Honeywell experts for technical • Giving qualified End User customers direct access to
support for end user requests at any time. Honeywell’s technical support team.
• Remote Diagnostics
2. Access to Honeywell Global Support Infrastructure
2. Our expert staff can remotely access system information to • Global sites outside local technical support area can
provide support, reducing the time it takes to identify and benefit from direct access to Honeywell.
resolve issues.
For detailed service comparison of the three types of SSA’s,
please refer to the following table:

SOFTWARE SUPPORT PROGRAM

MISSION
STANDARD END USER
SERVICE OFFERINGS CRITICAL
SSA SSA
SSA
Software Upgrades
Priority Integrator Technical Support from 9:00 am to 7:00 pm EST (Dedicated Toll Free Number)
Unique Site Identification
Honeywell Online Training Program
Discounted On-site Support Services
Discounted On-site System Optimization
24/7/365 Integrator Technical Support (Dedicated Toll Free Number) -
Remote Diagnostics -
Priority End User Technical Support (Dedicated Toll Free Number) - -
24/7/365 End User Technical Support 9:00 am to 7:00 pm EST (Dedicated Toll Free Number) - -
Access to Honeywell Global Support Infrastructure - -
Direct End User Support from Honeywell - -
MAXPRO VMS/NVR Product Certification Training for up to 4 End Users per year - -
Test Licenses - -
MAXPRO VMS AND NVR
SOFTWARE SUPPORT AGREEMENT (SSA)
20 How many days will an existing customer without an SSA 24 What do I need to provide to Honeywell customer service to
get to purchase an SSA after they download the latest obtain a new license for my MAXPRO VMS/NVR upgrade to
MAXPRO Version R600/R6.0 and above to upgrade servers versions like R600/6.0?
with an older version of MAXPRO VMS / NVR?
Customers with MAXPRO VMS/NVR needs to provide
The existing customers who have downloaded the latest Honeywell customer service with the original PO number (for
version R600/R6.0 (and above) without an SSA will get 90 individual/multiple machines to upgrade) or Voucher Number
days to purchase the upgrade license, during which their of each VMS server and NVR (which can be found in license
existing configurations and data are kept as is, but VMS/NVR management console of VMS/NVR client), so that Honeywell
license becomes a 90-day demo license, until the new license customer service team can easily identify the licenses
is obtained through an SSA purchase. associated to the VMS/NVR the customer possesses and
generate a new entitlement of the same license.
Customers can purchase an SSA, and decide to upgrade to the
latest version of software anytime before the SSA expiration. Other information like NVR hardware, serial number and
Honeywell will send the new software and entitle their account screenshot of license management console can also be helpful.
with the upgrade license upon their request.

21
Which other VMS OEMs charge for SSA’s ?

Software Support Agreement is a standard offering provided

by most OEMs for their software solutions. Our competitors
charge SSA from Day 1 unlike Honeywell who provides it free
for the first 12 months when new software is purchased. Top
VMS and Systems NVR OEM;s charge from 15~20% of the
software cost for anAnnual SSA. 25 What about customers with an existing SSA?
There’s no impact on customers currently covered by an existing
SSA until the existing SSA expires.
22 Could I purchase an SSA for a software upgrade months/
years after the existing SSA is expired?
What benefits can I get by managing MAXPRO VMS and
MAXPRO VMS of version R600 or later and MAXPRO NVR 26
NVR licenses using HSLDT?
of version 6.0 or later that are not on an active SSA will be
charged a reinstatement fee (if not renewed within 90 days of Honeywell decided to stop pre-licensing MAXPRO NVR PE/SE/
the expiration date). XE from 6.0 because of the difficulty to provide best support
to dealers and integrators often due to lack of application
If you wish to purchase SSA coverage for systems not currently
environment details (e.g. number of recorders, clients and
covered, those systems may be subject to an additional
cameras, with/without VMS on the same site, etc.) and requests
charge for upgrades to the latest software version prior to
all MAXPRO NVR and VMS product license managed with
commencement of coverage or to bridge any uncovered time
Honeywell Software Licensing Delivery Tool (HSLDT) globally.
since the previous software support agreement is expired.
With customer site information registered during license
generation on HSLDT, Honeywell team will be able to respond to
23 I want to upgrade an old MAXPRO NVR purchased years customer requests more efficiently and provide product support
ago with an SSA to 6.0. Do I need to pay the reinstatement more relevant to application environment.
fee for all those gap years?
HSLDT is also a free online portal for Honeywell dealers and
Customers with VMS/NVR purchased within one year from integrators with an SSA to manage and serve their end user sites
the time submitting an upgrade request is still covered by the more efficiently.
default 1-year SSA, and need to register their sites with a new
For regions outside North America not having used HSLDT
license generated in HSLDT for new R600/6.0 software.
before, dealers and integrators now can enjoy a similar self-
Customers with VMS/NVR version older than R600/6.0 and service licensing experience as North American customers to
purchased more than one year ago just need to purchase a obtain licenses and cert files by themselves or local Honeywell
1-year SSA to upgrade to R600/6.0. team having an HSLDT account, instead of sending and
forwarding HID files, voucher numbers, and cert files among
MAXPRO VMS of version R600 or later and MAXPRO NVR
multiple parties by Email where errors are frequently introduced.
of version 6.0 or later that are not on an active SSA will be
charged a reinstatement fee as well as the SSA fee for future
upgrade (if existing SSA has been expired more than 90 days).
APPENDIX I

MAXPRO VMS AND NVR SSA - ORDERING INFORMATION

Name Part Number Description
SSAHNMVMS Annual Software Support Agreement - MAXPRO Video Management System - Base Software (HNMSWVMS)
SSAHNMRED Annual Software Support Agreement - MAXPRO Video Management System - Redundant System Software (HNMSWVMS-B)
SSAHNMVMSL Annual Software Support Agreement - MAXPRO Video Management System - LITE Edition Software (HNMSWVMSLT)
Standard SSA
SSAMPNVRCH Annual Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
SSAMPNVRCH3Y Three-year Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
SSAMPNVRCH5Y Five-year Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
SSA24HNMVMS Annual 24/7 Software Support Agreement - MAXPRO Video Management System - Base Software (HNMSWVMS)
SSA24HNMRED Annual 24/7 Software Support Agreement - MAXPRO Video Management System - Redundant System Software (HNMSWVMS-B)
Mission Critical SSA24HNMVMSL Annual 24/7 Software Support Agreement - MAXPRO Video Management System - LITE Edition Software (HNMSWVMSLT)
SSA SSA24MPNVRCH Annual 24/7 Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
SSA24MPNVRCH3Y Three-year 24/7 Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
SSA24MPNVRCH5Y Five-year 24/7 Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
SSAEUHNMVMS Annual End User 24/7 Software Support Agreement - MAXPRO Video Management System - Base Software (HNMSWVMS)
SSAEUHNMRED Annual End User 24/7 Software Support Agreement - MAXPRO Video Management System - Redundant System Software (HNMSWVMS-B)
SSAEUHNMVMSL Annual End User 24/7 Software Support Agreement - MAXPRO Video Management System - LITE Edition Software (HNMSWVMSLT)
End User SSA
SSAEUMPNVRCH Annual End User 24/7 Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
SSAEUMPNVRCH3Y Three-year End User 24/7 Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
SSAEUMPNVRCH5Y Five-year End User 24/7 Software Support Agreement – MAXPRO NVR System with VMS support included, Per Channel
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