How does the Home Manager System, Software Maintenance & Management Subscription work...

Your Home Automated Living (HALhms) License includes a one year HMS Software Maintenance and Management Subscription (SMMS) which entitles you to one year of system monitoring, concierge support, system management, software upgrades and new feature updates. After one year, you are no longer entitled to updates, but you may continue to use the HAL license after your subscription has expired. You may renew a SMMS before the one year expiration. If you choose to renew after the expiration of your subscription, a reinstatement fee will be assessed to insure the system is properly operating, configured and up-to-date.  For this reason, if you intent to have your system managed and maintained on an ongoing basis by HAL, you should not let your subscription lapse.

The HALhms SMMS is the best way to insure your system is monitored for problems with the operating system, automation software, interfaces and related hardware. stay current with the latest automation technology. For a low annual fee, your system is managed and maintained for you with the latest software releases, upgrades, and enhancements that keep your system up-to-date and working with all the latest Windows updates thereby making the most of your software investment.

Q: What is an Update?
A: Updates are enhancements to HAL products. These updates often provide new functionality, are fully compatible with the base product, and are easy to install. Updates are available exclusively to customers with a current SMMS.

Q: What is a renewal?
A: A renewal extends your SMMS from your original purchase date for an additional year for updates, monitoring, maintenance, tier one support and concierge service for an additional year no matter when your purchase the renewal.

Q: I just purchased HALhms for the first time. Do I need a SMMS?
A: No. New HALhms systems include a SMMS for the first year.

Q: I just purchased a HALhms upgrade. Do I need a SMMS?
A: No. HAL software upgrades include a SMMS for the first year.

Q: How can I purchase a SMMS and what is the cost?
A: Subscription licenses are sold directly by HAL, or by any of HAL's Authorized Distributors and Resellers. For more program details on subscriptions, you may contact HAL directly or your local reseller.

Q: What additional level of support does the HALhms SMMS include?
A: You can contact HAL support to adjust or add a schedule, macro, scene, rule. HAL support can also assist should you want to add or modify a device or interface in HALhms.

Q: Who is eligible for a renewal?
A: Any current HALhms customer is eligible before their one year SMMS expires.

Q: What if I choose not to renew the SMMS and it expires?
A: If you choose not to renew your SMMS, you can still get free technical support via our support email or by creating a Help Desk Ticket online. For telephone support, we charge customers without a SMMS by the 1/2 hour with a 1 hour minimum per incident. Please note that you must have a current SMMS in order to utilize the HALnlp (Natural Language Processor), HomeNet Skill or the HomeNet app (HAL Android/iOS Smartphone App).

Q: If I don't renew and my SMMS expires, does the license terminate or is it still valid?
A: Your HALhms license is good forever, however you will not be eligible for updates after the SMMS expires. So you can still use HALhms after the SMMS has expired.

Q: Why can't I just reinstate my SMMS when I need it?
A: We view the SMMS as an "insurance". Customers who maintain their SMMS are the first in line to receive top-notch priority support and prompt responses to which they have grown accustomed. We have many loyal customers who maintain their maintenance without question. We don't think it's fair to allow anyone to simply reinstate their "insurance" when they need it with out a penalty.

Q: What if I missed my annual renewal?
A: There is a fee to reinstate a lapsed SMS based on the length of the lapse. This is generally more expensive than maintaining your SMS, but less than buying a new license in some cases. Should you decide not renew your SMS and subsequently decide you need a software update, the reinstatement fee is 30% of the current price of your HAL product license. Each subsequent year of lapse is an additional 30% of the current price of your HAL product license. After reinstatement, the new SMMS date will be a year from the date of the reinstatement.

Q: What are some examples of the types of support that is not covered by the SMMS?
A: HAL support will not assist in the installation of non-HAL software, transfer of HAL from one system to another or configuration of any hardware. For example if you are adding IP cameras to your home, they should be installed, configured and working prior to HAL support assisting with adding them to HAL. HAL support can provide assistance with non HAL related configuration items in increments of 30 or 60 minutes. This type of support can be purchased from our online store.

Q: How do I keep informed of updates to HAL products?
A: The latest versions of HAL will notify you upon startup and if your SMMS is current, are updated by a HAL technical support technician. Starting in version 6.1.12, you can go into the About HAL or the License Manager Status screen to see your version and the current version available. You can also visit the Downloads page on the HAL web site for information on the current version and Errata.

Q: How do I download the latest update?
A: You don't.  HAL technical support technicians maintain your system and insure it is always running the latest version of HALhms.

Q: Is there a limit to how often or how much time I can use of the HALhms subscription's support service?
A: HAL support is available under the SMMS for up to 15 calls or up to 4 hours of total support time per month. These limits while not strictly enforced are defined in order to prevent abuse. Keep in mind that you have unlimited email and help desk support. If additional telephone or remote support is needed in a given month, it can be purchased from our online store.