MAXPRO VMS AND NVR Software Support Agreement (SSA) FAQ - EMEA

1. What is MAXPRO VMS and NVR SSA?

Software Support Agreement (SSA) is a service designed to protect Honeywell dealers' investments and ensure their customers have access to the latest Honeywell software releases, thereby minimizing dealers' support costs. Honeywell is refreshing the SSA program with the MAXPRO VMS R600 and NVR 6.0 release, initially for North America and now launching in EMEA.

2. Is an SSA mandatory for upgrading to MAXPRO VMS R600 and MAXPRO NVR 6.0 and above?

Yes, an SSA will be mandatory for customers wishing to upgrade from MAXPRO VMS R600 and MAXPRO NVR R6.0. Customers using MAXPRO VMS R560 and below who want to upgrade to R600 will need to purchase an SSA to facilitate the upgrade.

3. Do new MAXPRO VMS or NVR purchases include a free SSA?

All new MAXPRO VMS and NVR customers purchasing the MAXPRO Software/hardware are entitled to a 12-month free SSA, calculated from the order date (specifically, the license creation date). This MAXPRO SSA is distinct from the hardware warranty for the NVR, which typically offers 3 or 5 years depending on the NVR model (e.g., MAXPRO NVR hardware XE/SE: 3 Years; PE: 5 Years).

4. What are the benefits of purchasing an SSA for MAXPRO VMS and NVR?

• Free Software Upgrades
• Extended Access to In-Country Application Engineers
• Priority queue for 1st line support
• Scheduled support calls
• Discounted On-site support
• Discounted On-Site System Optimization
• Remote System Diagnostics
• Remote SQL Database Clean-up/Maintenance
• Scheduled Remote system health checks

Refer to the MAXPRO SSA brochure for more details.

5. Who can purchase an SSA for MAXPRO?

Dealers are authorized to purchase SSAs for end-user sites.

6. How can existing customers purchase an SSA?

Existing customers seeking to upgrade to the latest R600 version must purchase the SSA through their dealer. The new SSA will be valid for 12 months and is renewable annually.

7. Can I purchase an SSA for more than one year?

Yes, multi-year SSA purchases are available, offering the benefit of fixed pricing over the contract period without increases.

8. How long will Honeywell support older MAXPRO software versions?

With a valid SSA, Honeywell will continue to provide standard support for older versions for 2.5 years from their release date. Standard support includes best-effort telephone technical support during normal business hours (9:00 am - 5:00 pm, Monday-Friday) at prevailing Time and Materials rates. Older MAXPRO software versions are generally compatible with at least three newer release versions before support ends. For example, MAXPRO R560 & NVR 5.6, released in June 2019, had an end of support date of December 2021. After the end-of-support date, versions will no longer be supported, and customers will be advised to upgrade to the latest version for technical support and to access new features.

9. How are new MAXPRO VMS and NVR SSAs charged?

MAXPRO NVR SSA is charged per channel of the NVR Software (from 4 to 128 channels) and for PE, SE, and XE turnkey boxes (from 8 to 128 channels). MAXPRO VMS SSA is charged per base VMS license type (Lite, Standard, Standard with Redundancy). There are no additional SSA charges for channel counts when MAXPRO VMS manages MAXPRO NVRs.

10. What are the new part numbers for the SSAs?

Please refer to Appendix I for detailed SSA part numbers.

11. What is the quantity of SSA parts required for a new MAXPRO NVR SSA order?

Since MAXPRO NVR SSA is based on channel count, customers must order based on the total channel counts of all NVRs (including redundant NVRs for N+M failover) to be covered. For example:

• For a 64-channel NVR (e.g., NVR SE HNMSE64C60, NVR PE HNMPE64C96T8, or NVR Software MPNVR64) or two 32-channel NVRs, 64 SSAMPNVRCH units are needed for a one-year Standard SSA.
• For five 64-channel NVRs or ten 32-channel NVRs (regardless of failover usage), or a mix like six 32-channel NVRs and two 64-channel NVRs, 320 SSAMPNVRCH units are needed for a one-year Standard SSA.

12. Do I need to purchase an SSA for MAXPRO Viewer (HNMVIEWER)?

MAXPRO Viewer is freeware and does not require an SSA. It is also not covered by MAXPRO VMS or NVR SSA. Customers must still purchase an SSA for MAXPRO NVRs when they are used with the free MAXPRO Viewer.

13. What changes will customers notice when purchasing new MAXPRO VMS R600 and NVR 6.0 Software compared to previous versions (R560/5.6 or earlier)?

There are no changes to MAXPRO VMS and NVR software licenses themselves. Honeywell configures the SSA period (month & year) as part of the entitlement based on the SSA part numbers specified in the customer's Purchase Order (PO). By default, a 1-year free SSA is provided if no SSA parts are purchased upfront. The SSA becomes effective when the customer creates the license (Voucher ID) via the Honeywell Software Licensing Delivery Tool (HSLDT) web portal. The SSA expiry month and year can be viewed in the License Management Console of the MAXPRO VMS/NVR Client.

14. What changes will customers notice when purchasing new MAXPRO NVR PE/SE/XE turnkey boxes preloaded with 6.0 version software compared to boxes with previous versions (5.6 or earlier)?

Instead of a full license pre-loaded with software version 5.6 (or earlier), new NVR PE/SE/XE boxes pre-loaded with software version 6.0 will come with a 60-day demo license. A sticker will indicate the PO and Sales Order (SO) numbers. Customers must log into the Honeywell Software Licensing Delivery Tool (HSLDT) with their accounts, using the PO and SO numbers, to create their entitled license by providing end-user site information. After uploading the NVR box's HID file, a certificate (.cert) file will be generated for installing a perpetual license. The 1-year free SSA takes effect upon license creation in HSLDT.

15. What happens to existing customers on MAXPRO VMS R560 and NVR 5.6 or earlier versions without an SSA?

Customers using older MAXPRO VMS and NVR versions without an SSA have two options: purchase an SSA to receive support and benefits, or continue using their existing R560/5.6 or earlier versions. Honeywell will provide standard support for these existing versions for 3 years from their release date, after which support will be discontinued. Standard support is available at prevailing Time and Materials rates, with best-effort telephone technical support during normal business hours (9:00 am - 5:00 pm, Monday-Friday).

16. When will customers be notified about purchasing/renewing their SSA?

Honeywell's inside sales team will contact registered dealers 1-3 months before their existing SSA expires to arrange for purchase or renewal. Customers can also check their SSA expiry month and year in the License Management Console of the MAXPRO VMS/NVR Client after installing/upgrading to R600/6.0 to proactively contact Honeywell customer support before expiration. (Note: The SSA expiry field is for reference and may not update until the next license upgrade).

17. What happens to MAXPRO VMS / NVR customers when their SSA expires?

Customers with an expired SSA can continue using their existing MAXPRO VMS / NVR with Honeywell's standard support, which includes best-effort telephone technical support during normal business hours at prevailing Time and Materials rates. This continues until 2.5 years after the existing version's release date, after which support for the older version ends. However, benefits such as software upgrades, priority and dedicated technical support, and discounted on-site services will no longer be available.

18. How many days does an existing customer without an SSA have to purchase an SSA after downloading the latest MAXPRO Version R600/R6.0 and above to upgrade servers with an older version of MAXPRO VMS/NVR?

Existing customers who download the latest version R600/R6.0 (or above) without an SSA will have 90 days to purchase the upgrade license. During this period, their existing configurations and data will be preserved, but the VMS/NVR license will function as a 90-day demo license until a new license is obtained via an SSA purchase. Customers can purchase an SSA and choose to upgrade to the latest software version anytime before the SSA expiration. Honeywell will provide the new software and entitlement upon request.

19. Which other VMS OEMs charge for SSAs?

Software Support Agreements are a standard offering from most OEMs for their software solutions. Competitors typically charge for SSAs from day one, whereas Honeywell provides a free 12-month SSA with new software purchases. Leading VMS and NVR OEMs generally charge between 15-20% of the software cost for an annual SSA.

20. Can I purchase an SSA for a software upgrade months/years after the existing SSA has expired?

MAXPRO VMS (R600 or later) and MAXPRO NVR (6.0 or later) that are not under an active SSA will incur a reinstatement fee if not renewed within 90 days of expiration. Systems not currently covered may also be subject to an additional charge for upgrades to the latest software version or to cover any time elapsed since the previous software support agreement expired.

21. If I upgrade an old MAXPRO NVR purchased years ago with an SSA to 6.0, do I need to pay a reinstatement fee for all the gap years?

MAXPRO VMS (R600 or later) and MAXPRO NVR (6.0 or later) that are not on an active SSA will be charged a reinstatement fee if not renewed within 90 days of expiration. If you wish to purchase SSA coverage for systems not currently covered, these systems may be subject to an additional charge for upgrades to the latest software version prior to coverage commencement or to bridge any uncovered time since the previous software support agreement expired.

22. What information do I need to provide to Honeywell customer service to obtain a new license for my MAXPRO VMS/NVR upgrade to versions like R600/6.0?

Customers need to provide Honeywell customer service with the original PO number (for individual or multiple machine upgrades) or the Voucher Number for each VMS server and NVR (found in the License Management Console of the VMS/NVR client). This helps Honeywell customer service identify the licenses associated with the customer's VMS/NVR and generate a new entitlement. Additional helpful information includes NVR hardware details, serial number, and a screenshot of the license management console.

The License Management Console typically displays information such as License Status, License Type, License Remaining, Voucher Number, and an expiry date.

23. What are the benefits of managing MAXPRO VMS and NVR licenses using HSLDT?

Honeywell has transitioned to managing all MAXPRO NVR and VMS product licenses globally through the Honeywell Software Licensing Delivery Tool (HSLDT). This decision was made due to difficulties in providing optimal support when pre-licensing MAXPRO NVR PE/SE/XE from version 6.0, often caused by a lack of detailed application environment information (e.g., number of recorders, clients, cameras, VMS presence on site). By registering customer site information during license generation on HSLDT, Honeywell can respond more efficiently to customer requests and provide more relevant product support. HSLDT is a free online portal that allows Honeywell dealers and integrators with an SSA to manage and serve their end-user sites more effectively. For regions outside North America that haven't used HSLDT before, dealers and integrators can now experience a similar self-service licensing process to obtain licenses and certificate files directly, or through their local Honeywell team, rather than relying on email exchanges for HID files, voucher numbers, and certificate files, which can introduce errors.

Appendix I: MAXPRO VMS and NVR SSA – Ordering Information

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