Support

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Get 24 x 7 x 365 coverage via phone, chat, or cases that you log with us. Create a free OPSWAT Portal account now to manage and streamline your relationship with OPSWAT Support.

Learn about our support plans to determine which one best fits your needs. Simply review the comparison charts below or download our Support Services datasheet.


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Need help now? Call us at one of our Support hot lines.

US +1 855 677 9281 France +33 975 181 808

UK +44 870 820 0400 Australia +61 87 100 1170

Japan +81 345 209 785 Israel +972 722 577 008

OPSWAT offers different technical support plans to best meet your organization’s needs.
The tables below show the services offered with each support plan.

Software Support Plans

Software SupportStandardGoldPlatinum
PricesIncluded with your license20%
($500.00 minimum)*
25%
($2000.00 minimum)*
Support Hours
Support via Portal Ticket System8AM to 5PM
business days
(local to you)
7AM to 7PM
business days
(local to you)
24 x 7 x 365
Support via Chat8AM to 5PM
business days
(local to you)
7AM to 7PM
business days
(local to you)
24 x 7 x 365
Support via Phone7AM to 7PM
business days
(local to you)
24 x 7 x 365
Incident Response Times
Blocker Issues First Response TimeWithin 1 business dayWithin 2 hours**Within 1 hour
Non-blocker Issues First Response TimeWithin 3 business daysWithin 2 business daysWithin 1 business day
Support Account Management***
Support Account Manager
Quarterly Conference Call Reviews
Yearly Roadmap Review with the Product Team
Quarterly Summary Reports
Professional Services
Implementation Services Package
Not included, but available at additional chargeNot included, but available at additional chargeRemote delivery (via Web-share) at one installation is included
* Minimum prices outside of North America will be slightly higher
** During the hours covered in the Gold support plan
*** These services offered upon your request

Platinum Hardware Support Plan

ModelPriceOffering
K-100025% of hardware price
  • Advanced Replacement: Parts or replacement unit shipped within 5 business days.
  • Customer returns defective parts or unit after receiving replacements.
  • OPSWAT pays for shipping of the replacement part to the customer site and for the return of the defective part to OPSWAT’s warehouse.
K-200025% of hardware price
  • Advanced Replacement: Parts or replacement unit shipped within 5 business days.
  • Customer returns defective parts or unit after receiving replacements.
  • OPSWAT pays for shipping of the replacement part to the customer site and for the return of the defective part to OPSWAT’s warehouse.
K-300025% of hardware price
  • Advanced Replacement: Parts or replacement unit shipped within 7 business days.
  • Qualified technician on-site to repair/replace defective component 1-2 business days after the confirmed arrival of the part at customer's location.*
  • OPSWAT pays for shipping of the replacement part to the customer site and for the return of the defective part to OPSWAT’s warehouse.
*This service is available at most locations. Please contact your sales team or your customer support team to determine if your location is covered.