Mirasys Support and Warranty

Mirasys provides professional support services for its product portfolio.

Support Statement

The Mirasys VMS (Video Management Software) is the core product that provides the base platform for additional software applications and hardware products, as well as many integrations or connections to external systems necessary to build a modern video solution.

This document outlines the general guidelines for Mirasys support:

• Mirasys Support

• Mirasys VMS Software

• IP Camera Drivers

• Other Drivers

• Operating System versions

• Other integrations

• Hardware support

Under each section, there is also an explanation of the current situation and possible exceptions to the general guidelines, as known at the time of updating the document.

Service and Maintenance Agreement

Free 12-month SMA

Free 12-month SMA offer for new licenses and licenses acquired until December 31^st, 2023.

Mirasys Support

Mirasys provide a support site for partners and distributors. The site can be found on address https://support.mirasys.com and https://www.mirasys.com/support.
Partner or distributor can use the site to create support tickets related to Mirasys products.

If a partner or distributor needs instant help, we provide a support phone number is +358 600 12335. Phone call costs € 2.95 per minute (+ local call charge).

Support is open Monday to Friday 8.00 - 16.00 GMT+2.

Mirasys VMS software

Partner or distributor can download the latest VMS version from Mirasys Extranet.

If customer request or want to use VMS Beta version, this should not use as production environment. If that is used on production side, then Mirasys is not responsible problems or changes which can happen when customer update this to release version.

Mirasys VMS Version Status

To guarantee the best quality of our software development and maintenance our product life cycle is approximately one and a half years. Therefore, we confirm the version status as follows:

NOTE: When support has ended, we will not provide support for this version. Unless otherwise agreed, hourly support or equivalent.

Some cases you may need to upgrade operating system and/or hardware to get our latest VMS working.

IP Cameras Drivers

Mirasys maintains a set of IP capture drivers outside of the core Mirasys VMS software releases.
These drivers provide the mechanism to connect IP cameras and video servers (encoders) into the Mirasys VMS environment.

Mirasys does its best to maintain both backwards and forwards compatibility of the drivers with the core Mirasys VMS software releases, but cannot commit to always being able to achieve this.
Hence, the committed list of IP cameras that can be connected to the Mirasys VMS software is the latest official “Mirasys VMS – Supported IP Cameras List” document valid at the time of purchase of the Mirasys VMS software.

This document can be found on the Mirasys Partner Web (Extranet) and public Web pages.
The document also lists the validated firmware version of the camera that is supported as well as other relevant details.

Mirasys also supports open standards for IP camera connectivity – ONVIF, PSIA, RTSP and HTTP streaming.
However, as the implementation of these standards varies between different camera manufacturers, Mirasys is unable to guarantee interoperability without performing proper interoperability testing (IOT) with the specific cameras.

Cameras that have undergone the IoT testing are also included in the official “Mirasys VMS – Supported IP Cameras List” document, ensuring this list is the only official source of information of which cameras/ video servers are supported.

Partner or distributor can download the latest VMS version from Mirasys Extranet.

NOTE: If camera manufacturer has ended camera support, we can’t assure that this camera will work with current camera drivers.

If problem is related to camera side, we can generate report which can be sent to manufacturer that they can fix issues.

Other drivers

The Mirasys VMS software distribution may include additional drivers and plug-in modules.
Only those drivers that are included in the distribution package of a particular Mirasys VMS release, are supported in conjunction with that specific release.

From time to time, Mirasys may remove old or introduce new drivers to the package, in which case support for removed old drivers with the new software release is no longer available.

Operating System and Other System Software Versions

Each version of the Mirasys VMS software is tested and supported on a specific set of Windows operating systems.

Please refer always to the Installation Guide of your specific Mirasys VMS software release, to check the supported operating system and other system software module versions.

Many of the system software modules (e.g., Microsoft SQL Server Express database etc.) are included in the full distribution package so you can install the supported versions from there.

Currently supported Windows operating system versions:

• Windows 10

• Windows 11(V9.4.0 and later)

• Windows 2016 Server

• Windows 2019 Server

• Windows 2022 Server(V9.5.0 and later)

NOTE: We take no responsibility for third party changes to the operating system. These are not covered by normal support. Our support can help with these things as a separately billable support.

Gateway, SDK and Spotter Mobile Applications

The Gateway software component in Mirasys VMS provides web- and mobile clients applications access to the Mirasys VMS environment.

Mirasys also provides an SDK (Software Development Kit) for qualified developers or integrators to integrate Mirasys VMS functionality into their solutions.

The Gateway, including the WebClient application, and the Gateway SDK are made available from each core VMS software release. Spotter Mobile applications are versioned separately.

As a general rule, compatibility between the Gateway SDK, Gateway and the core Mirasys VMS release is maintained on a major version level.

Applications built using the Gateway SDK, for example, V9.X work with any V9.X version of the Gateway. The Gateway cannot be of a higher version level than the Master Server of the system.

In addition to the Gateway SDK, Mirasys has introduced also a client-side SDK, namely the Spotter Plugin SDK The Spotter Plugin SDK will allow a flexible way to enhance Spotter functionality and add application-specific logic into the Spotter user interface.

The Gateway SDK, the Spotter SDK and other possible SDKs are distributed according to a separate agreement only.

3rd Party integrations

Mirasys VMS also support 3rd party integrations. For these products, the main support contact is 3rd party integrator.

Hardware warranty

Mirasys provide standard 5 years manufacturer warranty for all machines bought from Mirasys.  For any support required you can contact Mirasys hardware provider.

HP

+358 9 8171 0031

https://support.hp.com/

Dell Support

+358 20 753 3555

Dell Pro Support 24/7

+358 20 753 3566

https://www.dell.com/support/home

New features

If there is need for new feature requirement for our VMS. Mirasys gather those feature requirements to internal system and if there is multiple similar request, we check those and check when we can add this feature to our VMS. We can’t promise that this feature is added but we are looking those.

Some cases if there is need to get some features faster to our VMS, we can check project estimate and schedule when we can do this wanted feature.

New feature requirements can be send to us via support portal.

The contents of this document are provided “as is”, and Mirasys Oy reserves the right to modify this document as necessary and without prior notice.

Any products, services, or features discussed in this document are subject to change by Mirasys Oy. or a third party when applicable.

Mirasys Oy does not guarantee the availability of all products, services, or features.

Trademarks

Mirasys, Mirasys DINA, Mirasys N, Mirasys V, Mirasys NVR, Mirasys NVR Pro, Mirasys NVR Enterprise, Mirasys VMS, Mirasys VMS Pro, Mirasys VMS Enterprise and Mirasys Carbon are the trademarks of Mirasys Oy.

Microsoft and Windows are either trademarks or registered trademarks of Microsoft Corporation in the United States and/or other countries.

Other product and company names may be the registered trademarks of their owners.