Why Support & Maintenance Matters
DataHub is used in many critical applications where operational uptime and security are a must. Keeping your software on an active support plan ensures you are running the most current, robust, performant, and secure version — and that you have access to our experts the moment an issue arises.
All new license purchases include 1 year of Support & Maintenance. Renewals are annual and can be co-termed with other Software Toolbox product licenses to simplify administration and budgeting.
Co-termination available: You can align your DataHub support renewal date with other Software Toolbox product licenses you hold. Contact us to set up a common renewal date across your portfolio.
What Support & Maintenance Covers
An active agreement gives you access to the full breadth of resources, updates, and expertise that Software Toolbox provides for DataHub.
Re-registration and transfer of your license to a new machine, or re-installation following a hardware failure, is covered at no additional charge.
What Is Not Covered
To keep annual renewal costs low, certain services are outside the scope of the standard Support & Maintenance agreement. Our professional services team or system integrator partner network can address many of these needs on a paid basis.
✔ Included
- Version updates & security patches
- Licensing & installation support
- Product troubleshooting & workarounds
- Application troubleshooting guidance
- Unlimited email support
- Up to 4 hrs/month phone support
- License re-registration & transfer
- Priority access to professional services
✘ Not Included
- Product implementation services
- Developing or debugging custom scripts, web pages, or applications
- Consulting for system design or project management
- Support outside normal business hours
- Solution design or custom architecture planning
- Implementation assistance, scripting, or custom logic development
- Performance tuning beyond standard troubleshooting
- On-site support (remote advisory only)
When to Engage Professional Services
Professional Services is a separate, scoped engagement billed by the hour. It covers work that falls outside the scope of troubleshooting and product support.
- ›Deploying or configuring a new solution using our products
- ›Architecture planning or custom solution design
- ›Implementation assistance, scripting, and custom logic development
- ›Performance tuning beyond standard troubleshooting
- ›Software migration to a newer version or platform architecture
- ›System health review of your current deployment
- –Advisory role. We do not own your project or its outcome.
- –Remote only. We join your team on calls and advise. We do not travel to customer sites.
- –No hands-on-keyboard on customer systems. Your team applies changes on their machines.
- –Need on-site work? Engage a qualified system integrator. We support SIs with product expertise.
Plan for lead time — work begins after a scoped statement of work is approved. Engage us early.
What Our Clients Say
We are very grateful to the overall support from Software Toolbox. In all aspects, the OPC DataHub is performing very well.
Software Toolbox is one of the best at support. They help out quickly and they follow up.
Using DataHub in our client's milling control system migration application saved us 30 days of downtime — worth $21 million in production to them.
The Renewal Process
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1100-day advance noticeWe contact your designated renewal contact with a quotation 100 days before your agreement expires.
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2Review & approve the quoteQuotes are based on 20% of the current list price of your licensed features. Co-term adjustments are reflected here.
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3Payment & continuationOnce processed, your agreement renews for another 12 months on the same annual date.
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4Keep contacts currentIf your renewal contact changes, please update us so notifications reach the right person on time.