Hirsch is proud to offer complimentary technical support to factory-trained, authorized dealers for Hirsch-manufactured products listed in the tables below. Products not listed below are no longer supported, however assistance is provided to upgrade from a non-supported to a supported product. End-of-support (EOS) dates, when applicable, are specified. For customers that choose to use an unsupported product, for-fee assistance may be available; please contact Hirsch for more information.

Hirsch advises customers to keep their hardware, firmware and software up-to-date. Newer product versions generally offer new enhancements in features, performance and ease-of-use. New versions also contain fixes and updates that ensure maximum facility security.

Staying current is important not only for Hirsch-manufactured hardware and software but also for the computer and related system components. Running your facility's security system on an older computer or on an operating system Microsoft no longer supports, can increase your probability of experiencing downtime. For instance, if a computer hardware part fails or the operating system becomes corrupted, you may find it impossible to get the system up and running quickly. Rather than risk an emergency situation, please commit to regularly scheduled, proactive upgrades.

Customers with custom or non-typical installations (redundant servers, API or interoperability implementations, etc.) should check with Hirsch Professional Services for possible specialized upgrade procedures before installing new versions.

Software Support Policy

Hirsch currently supports the Hirsch-published software listed in the table below. Hirsch will provide support for the most current "dot" release (N) and the previous dot release (N-1). Hirsch will also support the next previous dot release (N-2) for a minimum of six months after N's release date. (A "dot" release occurs when the numeral to the right of the version number's period is incremented (e.g., 3.1 was the dot release that followed 3.0).)

The end-of-support date will be posted on the Hirsch website a minimum of six months prior to the EOS date. At Hirsch's sole discretion, Hirsch may choose to provide support beyond this period on case-by-case basis. If provided, any such support will be limited to reasonable efforts and will not include software patches or enhancements of old software versions. Most customers with non-supported software will be required to bring their software up to a supported version in order to receive technical support.

Note, for users of SAM, AlarmTrac, ID Manager and SNAP, an upgrade is required. Dramatic enhancements in features, performance, and ease-of-use are provided by Velocity.

SAM users click here: SAM-to-Velocity Transition: Frequently Asked Questions (FAQ) (.pdf)

Hardware/Firmware Support

Hirsch currently supports the Hirsch-manufactured hardware and firmware listed in the table below. Hirsch will post end-of-support (EOS) notices a minimum of six months prior to discontinuing support.

Hirsch and its authorized dealers stand ready to assist in planning and implementing your upgrade/migration. Please contact your Hirsch representative for recommendations and considerations relevant to your specific products and installation environment. Contact Hirsch