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DataHub Support & Maintenance
DataHub is used in many critical applications where operational uptime and security are a must. To insure you are running the most current, robust, performant, secure, standards & operating system compliant software, and to have access to our experts, it's important that you keep your software on an active support plan.
All new license purchases include 1 year of Support & Maintenance to help you achieve that goal. Support & Maintenance can be renewed on an annual basis and can be co-termed with other product licenses you have purchased from Software Toolbox.
How Support & Maintenance Pays
- Free updates to the latest version of DataHub for the Solution Pack & Features you have licensed, including:
- Support for latest Windows Versions
- Support for latest OPC Standards and other standards used in DataHub
- New functionality within your licensed features
- Security updates
- Technical support for licensing and installation issues
- Guidance in troubleshooting potential product issues and working to provide workarounds until product patches/updates can be made to resolve the issues
- Application troubleshooting advice, though debugging of your custom code or writing your code for you is not included.
- Unlimited email support
- Up to 4 hours of phone support per month during our normal business hours.
- Priority response from support staff with product knowledge, with the goal of responses within 2 hours during our normal business hours.
- Re-registration and/or transfer of your license to a new computer or re-installation due to hardware failure
- Priority access to paid professional services
Not Covered by Support
We strive to keep our Support & Maintenance agreement renewal costs low in absolute US$ terms. To do that, there are things that are not included in the price of the agreements. Our professional services can address some needs in the items not included, or we may refer you to a member of our system integrator partner network for other paid services. Contact us to discuss your options.
- Product Implementation
- Developing & debugging custom scripts, web pages, or applications that you or others have written
- Consulting services for system design and project planning or management
- Support outside of our normal business hours.
- On-site support
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.
- J. Munoz, Mukhaizna Oil Field
Software Toolbox is one of the best at support. They help out quickly and they follow up. Thanks!
- Bill Jennings, Beverage Packaging DataHub User
Using DataHub in our client's milling control system migration application saved us 30 days of downtime which was worth $21 million in production to them
- Rudi Van Der Merwe, Motiontronix
Support & Maintenance Costs & Processes
We will contact your designated Support & Maintenance renewal contact 90 days in advance of the renewal date to provide a quotation. It is important you make sure we have accurate contact information.
When adding features to your DataHub License
- All existing DataHub features on an installed instance must be on an active Support & Maintenance agreement to add features. You cannot add new features without reinstating support. We will provide a quotation if this is the situation
- At initial purchase time, a minimum of 12 months of support is included. We cannot pro-rate initial support purchases to less than 12 months.
How renewal fees are calculated
- The Support Plan fee is 20% of the list price of the software licenses you have purchased.
- The start date for the Support Plan is the date of your first license purchase.
- The renewal date for the Support Plan is 12 months after the start date and the plan is renewed annually on the same date each year.
- The annual renewal fee is also calculated at 20% of the current list price of the software licenses you have purchased.
- If you are building a budget, please do request a budgetary quote as far in advance as you need one.
Renewals when you have added additional features and licenses between renewals
- Upon initial purchase of the new feature, 12 months of support & maintenance are included.
- At your next renewal, we will pro-rate your renewal of added features and licenses to achieve a common renewal date
- If you want a different renewal date, we can accommodate as long as it does not result in a renewal of less than 12 months, please request a quote.
Reinstating Lapsed support
- If you wish to renew support for licenses that are no longer on support, you can do so by paying any past due support payment plus a reinstatement fee.
- Contact us for a quotation
REQUEST RENEWAL QUOTE
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Can I get help if I am not on support?Assistance is available as paid professional services if you are not on support, or you can re-instate your support and maintenance agreement. In the event we are extraordinarily busy, support and maintenance agreement holders receive first priority for paid services. We recommend that you reinstate support, as that will give you priority access to paid professional services. Contact us to discuss your options.
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If I do not renew support, will my software stop working?
The product licensing will NOT stop DataHub from working just because support is expired.
However, if you are not on the most current version, we cannot guarantee that the product will work with newer Windows Versions, Windows Updates, if you are not on the most current version of the product.
Keeping an active support and maintenance agreement helps you ensure compatibility with operating systems, OPC and IoT standards and provide the most robust, secure product we are currently providing. Additionally, active support and maintenance provides access to our support team if/when any issues require assistance.
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My support has lapsed, can I re-instate it?
Yes, you can re-instate your support and maintenance agreement for DataHub. The cost is based on a new 12 month agreement plus a re-instatement fee that is a function of how long the support has been lapsed.
Please contact us for a quotation on reinstatement for your specific licenses.
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Can I cancel my support and maintenance agreement?Support & Maintenance Agreements are non-refundable. If you no longer wish to continue support and maintenance for your DataHub license, simply choose not to renew at the end of your current term.
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Can I put all my Software Toolbox products on a common renewal date?Yes you can, and we encourage you to put all product licenses purchased from Software Toolbox onto a common agreement.
If you purchased your license(s) through one of our channel partners, please work with them to choose your co-term renewal date and they will contact us.
If you purchased your licenses directly from Software Toolbox, please contact us to obtain a quote. Be sure to include your requested co-term renewal date. -
Will I be notified before my support & maintenance agreement expiresYes, we typically send out renewal reminder notifications around 60 days prior to the expiration of your current agreement.
Please ensure that we have a valid email address for the person(s) that handle support renewals for your licenses, so that they receive the notifications, and if the contacts change, please update us.
Get Started Now
This trial software is fully functioning and can be used to update licensed product provided you are on an active support & maintenance agreement. Once DataHub is started it will run for 1 hour at a time, you can restart the application to reset this timer. Purchasing a license removes the limitation for licensed features.
Connect with Us
1-888-665-3678 (US + Canada toll free)
+1-704-849-2773 (Global)
support.softwaretoolbox.com
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+1-704-849-2773 (Global)
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support.softwaretoolbox.com
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