Frequently Asked Questions.

Please let us know your decision regarding our quotation. You can send your stamped and signed quotation approval to proje@metekgrup.com . We will send you the contract following your approval.

For information about sales and confidentiality agreements or to request draft contracts, contact your project representative or write to the same email address.

After payment, our project and software support team will contact you within 3 working days. Our account details are available under “Invoice and bank account details” .

Your organisation’s IT and human resources teams have primary responsibility for preparing, organising and uploading data to the system. Product and application activation and commissioning take an average of 2 weeks, depending on your organisation’s readiness.

Installation preparations

For hardware configuration and installation, you can send IP address, subnet mask and gateway details that enable communication with the software server to destek@metekgrup.com . You can use the Excel template below.

Your server must be ready before the software can be installed. Technical details are available under “Server requirements” .

You can complete the sample file below to import employee records into the software in bulk.

For questions and suggestions about your project, contact us on +90 312 286 0 330 or at musteri@metekgrup.com .

You can send your stamped and signed quotation approval to proje@metekgrup.com. Following quotation approval, the sales and service agreement is signed by both parties.

proje@metekgrup.com

Warranty duration and scope

Our company’s contractual warranty commitment for hardware and software products sold by METEK GRUP is 2 years from the invoice date. More favourable rights granted in the product contract and warranty certificate, and rights arising under the law, are reserved.

The warranty covers manufacturing defects in hardware and the correction of production or development errors affecting software functionality. No additional fee is charged for work covered by the warranty.

Consumer transactions and commercial purchases

Law No. 6502 applies to consumer transactions made for non-commercial or non-professional purposes. For goods covered by the Warranty Certificate Regulation, the statutory warranty period begins on delivery to the consumer; it cannot be shortened by using the invoice date. Rights to free repair, replacement with a defect-free equivalent, a price reduction or withdrawal from the contract for defective goods are reserved subject to statutory conditions.

The terms of purchases made for commercial or professional purposes are assessed under the relevant contract and applicable legislation. These explanations do not remove the parties’ statutory or contractual rights.

Circumstances that may fall outside the warranty

Damage established to result from use contrary to instructions, impact, unsuitable liquid exposure, incorrect electrical connections or unauthorised intervention may be assessed as outside the warranty. Assessment is based on the relationship between the cause of the fault and the action or use involved; merely failing to arrange maintenance or relocating a device does not automatically remove all warranty rights.

In consumer transactions, misuse is established through a report complying with the applicable legislation, and a copy is provided to the consumer. Statutory rights to object and seek remedies are reserved.

Requests for device relocation, reinstallation, additional modules, custom reports, extra training or integration that go beyond remedying a defect covered by the warranty are assessed separately under the contract. The scope and cost of paid work are disclosed and submitted for your approval before it is carried out.

Periodic maintenance

Periodic maintenance supports safe and efficient system operation. Hardware maintenance may include cleaning appropriate to the product, mechanical and electrical checks, necessary adjustments and firmware checks. Maintenance frequency and the work to be performed are determined according to manufacturer instructions and the relevant maintenance agreement.

Software maintenance scope depends on the selected package and contract. Keeping the current version operational, bug fixes, security updates and performance improvements are assessed separately from requests for new modules or organisation-specific development. The scope of backup, data recovery, training and additional licensing services is also defined in the contract.

A maintenance agreement is not the same service as a warranty. Not purchasing a maintenance package does not remove rights arising under mandatory legislation.

For warranty or service requests, write to destek@metekgrup.com or call +90 312 286 0 330. Describing the issue together with product details and, if available, the invoice and previous service records helps the assessment.

Support begins once activation and commissioning are complete. Our working hours are weekdays 08:30–18:00; we are closed at weekends.

For support requests and faults, write to destek@metekgrup.com or call +90 312 286 0 330 to have a software support and technical service work order created.

Customers with maintenance agreements receive priority service according to the scope of their selected package. Priority level, initial response and intervention times, and service scope are defined in the purchased maintenance package and contract.

For priority service, you can review the packages in our maintenance agreement. An initial assessment may be made by phone or remote access; the necessary work is planned according to the nature of the issue.

An initial response or intervention time does not mean the issue will necessarily be resolved within that period. Resolution times and any related commitments are assessed within the contract scope. Statutory warranty rights are independent of paid priority service packages; statutory rights and time limits are reserved.

Requests from customers without a maintenance agreement are assessed under the applicable warranty and sales contract. For information about maintenance packages or contract renewal, write to proje@metekgrup.com .

OPERATING SYSTEM

Microsoft Windows Server 2019 or later is required.

PROCESSOR

An Intel Xeon E3 processor or later is required. Alternatively, an Intel i5 10th-generation or later processor family may be used.

STORAGE (HDD)

The server must have an HDD with at least 500 GB capacity suitable for 24/7 operation. Storage infrastructure must be expandable, taking system data growth and increasing log files into account.

MEMORY (RAM)

The server must have at least 16 GB RAM.

DATABASE

The system must work compatibly with Microsoft SQL Server 2017 and later. SQL Express or licensed SQL Server editions must be usable. For licensed SQL Server installations or installations outside Software Assurance (SA) coverage, an authorised user account must be defined for the system database.

Software and installation information

For a new server installation, our support team can install Microsoft SQL Express during the initial phase.

If services and other software running on the server require additional resources, the server architecture must allow CPU, memory and disk resources to be increased. If an existing server backup infrastructure is available, the new system should be included in the relevant backup programme.

The software must run smoothly on Internet Information Services (IIS).

The software must run smoothly on physical servers, virtual machines (VMs) or cloud server infrastructure.

Support and contact

For installation, usage and technical support enquiries, users can create a support request by emailing destek@metekgrup.com or contact our support team on +90 312 286 0 330.

The sample web service and access record retrieval guides in this section are provided for information only. An integration project starts with a joint meeting to clarify requirements and scope; the effort required is assessed separately. The work is completed and delivered according to the agreed scope and plan.

Sharing these documents does not mean that integration implementation services are included in the existing service scope.

HERO T&A can exchange data with other enterprise software through web services. The services described in the sample documents use HTTP POST requests on Microsoft WCF and return data in JSON format.

Employee and permission group integration

Employee information can be saved or updated through HeroVeriServis, and employees can be associated with a device permission group. YetkiGrubuBilgisiGetir lists permission groups and the terminals assigned to them.

Access information is shared specifically with each organisation. Tokens obtained through TokenBilgisi are valid for 1 minute and must be renewed after expiry. Employee photos are sent in Base64 format and may be up to 2 MB.

Querying access records

The GecisBilgisiGetir service retrieves access records between a start and end date. An optional employee number filter allows a specific employee to be queried; leaving it blank returns records for all employees within the date range.

Date and time parameters are sent in dd.MM.yyyy HH:mm format. Results include employee, entry/exit direction, access type, terminal and access date information. The service is accessed using an authorisation token.

Planning and support

To define the integration scope and services to be used together, contact our support team at destek@metekgrup.com . The effort required to implement the integration is assessed separately.

Invoice details

REGISTERED COMPANY NAME

METEK GRUP BİLİŞİM TEKNOLOJİLERİ A.Ş.

ADDRESS

Mustafa Kemal Mahallesi 2146. Sokak Safir Plaza No:5 D:9 Çankaya, Ankara

TAX OFFICE

MALTEPE VERGİ DAİRESİ

TAX NUMBER

6191234190

EMAIL

finans@metekgrup.com

PHONE NUMBER

+90 312 286 0 330

Turkish lira (₺)

Euro (€)

US dollars ($)