Support

We’re here to assist you

The OPSWAT’s support team can provide you 24 x 7 x 365 coverage via phone, chat, or cases that you log with us. Create a free OPSWAT Portal account to manage all of your support interactions and streamline your relationship with OPSWAT Support.

Interact with us now via one of the buttons below, or go further down the page to find out which support plan best suits your organization’s needs.

I want you and your organization to have great success with OPSWAT’s products.

Dan Lanir
Vice President of Customer Success

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.

Support Plans

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

Software SupportStandardGoldPlatinum
PricesIncluded with your license20% of License
25% of License
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 Chat 8AM to 5PM
business days
(local to you)
7AM to 7PM
business days
(local to you)
24 x 7 x 365
Support via Phone
7AM 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 dayWithin 2 business daysWithin 1 business day
Support Account Management**
Quarterly Conference Call Reviews

Yearly Roadmap Review with the Product Team

Quarterly Summary Reports
Support Account Manager
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
* During the hours covered in the Gold support plan
** These services offered upon your request 

Hardware Support Plan Comparison

Kiosk Hardware SupportStandardExtended
PricesIncluded with kiosk hardwareContact us for information
SLA
K1000 SLAParts replacement shipped within 30 days of ticket for one year from purchase dateParts or replacement unit shipped within 5 business days
K2000 SLAParts replacement shipped within 30 days of ticket for one year from purchase dateParts or replacement unit shipped within 5 business days
K3000 SLA (North America)Parts replacement shipped within 30 days of ticket for one year from purchase dateQualified technician on-site to repair/replace defective component 1-2 business days after the confirmed arrival of the part at customer's location, usually within 3-7 business days
K3000 SLA (Rest of World)Parts replacement shipped within 30 days of ticket for one year from purchase dateContact us for information