Licensing, support, and training

How is the IREX platform licensed?

IREX is licensed as a subscription, in two deployment families. With IREX-hosted SaaS, IREX hosts and operates the software in its secure private clouds and you subscribe monthly or annually per camera. With user-hosted (self-hosted) software, you host and operate the platform yourself in your own data center or private cloud, on a monthly or annual per-camera subscription; a perpetual license is also available, and it includes three years of standard support. User-hosted subscriptions carry a minimum order quantity of 1,000 cameras and include a subscription to the IREX Private Cloud platform, which the software runs on. Licenses are ordered, viewed, activated, and deactivated from inside the platform — see Subscriptions and licensing. For a quotation, write to [email protected].

Can I run a pilot before committing?

Yes. A pilot (also called a proof of value) is a standard step before a production deployment. It is time-boxed — typically four to eight weeks, and up to about twelve for a broader scope — and runs against your real conditions: your camera streams and your use cases, on server infrastructure IREX provides in the United States. Good pilot scope is one site and three to five specific use cases, with two or three measurable success criteria agreed in writing before the pilot starts. Pilots may be paid or unpaid, depending on scope. The pilot closes with a written review of those criteria and a Pilot Acceptance Report that feeds the sizing of the production deployment. To discuss a pilot, write to [email protected] or call +1 (301) 392-7621.

How do I contact IREX support?

Support is available to customers with an active IREX subscription. When your account is provisioned, IREX creates your organization in the support ticketing system and sends an email invitation; the link in that invitation opens the ticket form directly, and that is the fastest route for a technical issue. You can also report an issue by email or messenger, or by phone, and an IREX engineer will file the ticket for you. For anything else — sales, licensing, or a question about getting started — write to [email protected] or call +1 (301) 392-7621. Support communication is coordinated through your designated customer contacts and is delivered in English.

What support severity levels and response commitments apply?

Every issue is classified L1 to L4 by its business impact, and each level carries an initial-response commitment. Response means IREX's first substantive acknowledgment of the request, not a resolution time — after responding, IREX works the issue with commercially reasonable efforts, and resolution times are not contracted because they depend on the nature of the issue and the information available.

| Level | Impact | Premier Support | Standard Support | |---|---|---|---| | L1 | Urgent — production blocked, many users unable to work, no workaround | 1 hour | 4 hours | | L2 | High — major production issue, important functionality unavailable, impact escalating | 2 hours | 8 hours | | L3 | Normal — partial or non-critical loss of functionality, impact not escalating | 8 hours | 16 hours | | L4 | Low — non-production issue, question, feature request, or documentation note | 24 hours | Next business day |

Standard Support is included with the subscription and covers online ticket creation, email and messenger support, business-day coverage Monday to Friday from 8:00 a.m. to 4:00 p.m. Central European Time (UTC+2), and weekday coverage 24×5. Premier Support is available for an additional fee and adds weekend coverage for L1 and L2 escalations (Friday 4:00 p.m. to Monday 8:00 a.m. CET), 24×7 deployment health monitoring, direct access to senior support engineers, development-team priority, and installation and deployment advisory. Tickets that cannot be closed at first line are escalated from Tier 1 to Tier 2 and then to IREX engineering, carrying the full context — environment, observed and expected behavior, replication steps, and what has already been tried. If you are unsure which severity applies, choose the higher one; triage will adjust it.

How are platform updates and security patches delivered?

IREX ships regular platform releases, each documented in the release notes — the current version is 4.39 (What's new in 4.39). Updates are applied on the server side and require no special action on the client side. On IREX-hosted SaaS, IREX manages the version for you and announces planned maintenance windows at least two business days in advance, except for emergency changes. For user-hosted deployments, each update is a scheduled, jointly managed event: IREX notifies your counterpart of the release, its contents, and its implications; both sides agree the date and time; your users are told what to expect; and functionality checks are run afterward — and updates must be applied in sequential order, because versions cannot be skipped. At the infrastructure layer, the IREX Private Cloud platform performs rolling, zero-downtime upgrades of Kubernetes and the integrated services, so platform-layer maintenance can usually proceed without interrupting workloads. Support covers the latest official release and the previous major build release, so staying current keeps you in scope.

Is training available for operators and administrators?

Yes. In a full deployment, user onboarding and training are a formal part of go-live, delivered using IREX training materials, with a training register signed off as a delivery milestone. If you plan to deploy and operate the platform yourself, IREX also offers training courses on request. Day to day, two resources are open to every user: the Getting started tutorials, which walk a new operator from signing in through practical tasks such as finding a person or a vehicle and protecting a perimeter, and the full user guide, which covers administration — users and user groups, cameras, analytics configuration, and reporting. To arrange training, write to [email protected].