BAS-IP provides comprehensive support for all its cloud services, ensuring:

• Prompt troubleshooting and incident resolution.
• Regular data backups and reliable restoration.
• Robust data security measures, including anonymization and protected storage.
• Continuous software and server updates.
• System optimization, scalable performance, and support for high data volumes.
• Consistent availability through proactive uptime monitoring.

Our standard response and escalation protocols are detailed in our technical support policy. For Asia, we commit to a First Response Time of 2 minutes 20 seconds, with an Average Resolution Time of 6 hours during support team working hours.

While a formal SLA document with a specific uptime guarantee (e.g., 99.9%) is not currently provided, BAS-IP is committed to ensuring the continuous performance and high availability of its software. We see the future in cloud solutions.

Yes, in the event of a cloud failure, our system provides a local fallback mode:

• Hardware devices maintain independent functionality, allowing access via cards or other locally stored identifiers, and enabling internal communication between locally connected devices.
• The mobile app and external remote services might be temporarily unavailable.
• All data is regularly backed up and can be fully restored once services are resumed.

Hardware products come with a 3-year warranty. Software is covered for the duration of its license period; specifically, our basic service includes a 10-year warranty.

BAS-IP is committed to long-term support for its installed systems:

• Cloud services and features are maintained for the entire duration of an active license.
• Firmware updates are provided for typically 3 to 5 years, aligning with the warranty period.
• Spare parts are readily available for 10 years or more.

Yes, with proper maintenance, our system is designed for an operational lifespan of 10 years or more. It remains a core focus within our long-term development and support roadmap.

After the initial 10-year period, users will need to purchase a new license to continue using the Link App. Licences can be renewed in advance to ensure uninterrupted service. While the physical devices will remain functional, continued app usage requires a renewed license.

Link software licences are renewable and subscription-based, with pricing varying according to the product level and desired functionality. We offer flexible pricing models, providing better value for longer subscription periods.

Yes, BAS-IP provides an on-premise deployment option for clients who prefer full local control and wish to avoid cloud dependency.

The Link App requires an internet connection to facilitate communication with our push notification server and enable remote access features.

Responsibilities are clearly defined as follows:

Local Integrator
Role: Local system integrator and first-line technical support.
Key Responsibilities: Acts as BAS-IP’s regional technical partner; installs and configures devices/software; provides first-line support to end-users (residents/property management); conducts system handover and user training; manages license procurement, activation, and renewal; and serves as the main administrator for Link project groups.

BAS-IP (Cloud Service Provider)
Role: IP Intercom Vendor and provider of cloud infrastructure (BAS-IP Link, firmware, etc.).
Key Responsibilities: Ensures stable operation of the BAS-IP cloud platform; provides second-line technical support to the local integrator (EPCON); delivers firmware updates, feature improvements, and bug fixes; and does not interact directly with end-users.

End User (Residents / Property Manager)
Role: Final user of the installed system and mobile application.
Key Responsibilities: Uses the intercom system for daily operations (calls, access, notifications); does not manage firmware or system updates; reports issues or service requests to the local integrator.

Following system handover, local support (e.g., the distributor’s technical team) retains responsibility for:
• Server configuration and the proper setup of users, devices, and features.
• Providing technical support for local installations.
• Delivering device-level support.

Yes, users can remotely access the system from anywhere with an internet connection, regardless of whether it’s a cloud-based or standalone setup.

There are no functional limitations based on region. BAS-IP utilizes regionally distributed cloud servers to ensure balanced performance and reliable global access for all features.