We’re here to assist you!
OPSWAT’s dedicated support team is here to help you! All OPSWAT customers can interact with our support staff through our support center on the OPSWAT Portal. Setting up an account is simple and quick, and will give you access to log tickets and download OPSWAT’s software upgrades and patches. The OPSWAT Portal also provides answers to frequently asked questions to help you find information quickly. If you need additional avenues for communicating with OPSWAT or enhanced priority, Premium Support options are available.
“Hi, I'm Dan Lanir, Vice President of Support and Professional Services. My job is to make sure you have the support level that’s right for your organization and that you get the best service possible to be successful with OPSWAT products.” OPSWAT is committed to great customer support and offers many resources to help you with your implementation of our technologies. The OPSWAT Portal is freely available to all customers to help address your needs 24/7, with access to the knowledge base and ticketing system. |
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Download ProductsOPSWAT is committed to great customer support and offers many resources to help you with your implementation of our technologies. The OPSWAT Portal is freely available to all customers to help address your needs 24/7, with access to the knowledge base and ticketing system.
For customers looking for the fastest response times and additional communication routes with OPSWAT's teams, we offer Gold and Platinum Support options. Customers typically chose to upgrade their support package if they maintain mission critical systems, need direct access
to our support staff beyond normal business hours, or want a more strategic relationship with the OPSWAT, including interactions with product management and engineering teams to discuss the product roadmap. To see if Gold or Platinum Support is right for you or contact sales to learn more.
| Technical Support Program | Standard | Gold | Platinum |
|---|---|---|---|
| Prices | Free | 20% of License ($200 minimum) | 25% of License ($300 minimum) |
| Account Relationships* | |||
| Weekly Summary Reports |  |
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| Monthly Conference Call Reviews | |
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| Yearly Roadmap Discussion with Product Management | |
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| Quarterly Summary Reports | |
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| Support Account Manager | |
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| Communication | |||
| Support Hours |
8AM to 5PM |
7AM to 7PM |
24/7 |
| Phone Access to Support | 7AM - 7PM PT Mon - Fri |
24/7 | |
| Issue Response Times | |||
| Blocker Issues First Response Time (when logged by phone) |
Within 2 hours** | Within 1 hour | |
| Blocker Issues First Response Time (when logged through portal) |
Within 1 business day | Within 12 hours | Within 6 hours |
| Non-blocker Issues First Response Time | Within 3 business days | Within 2 business days | Within 1 business day |
*Items available per customer request; limited to Premium Support customers with $10,000 minimum purchase.
**During Gold Support phone access hours
***For Israel, support is provided Sunday through Thursday
Onsite implementation support is available if you want direct guidance from our experts at your facility. This offering is favored by customers who have a complex implementation but don’t yet have in-house expertise on OPSWAT products, have an aggressive implementation schedule and want assurance it can be done quickly and correctly, or simply don’t have the time or resource power to implement on their own.
For pricing of Onsite Implementation Support, contact OPSWAT to describe your situation, your location, and the time-frame of the engagement.