Why Support & Maintenance Matters
OmniServer is purpose-built for connecting non-standard and legacy devices that lack off-the-shelf drivers. The custom protocols you define inside OmniServer need to remain interoperable with the OPC clients, Windows versions, and OPC standards that surround them — as all of those continue to change over time. Support & Maintenance is your insurance that they do.
All new OmniServer license purchases include 1 year of Support & Maintenance. Renewals are annual and can be co-termed with other Software Toolbox product licenses you hold. We can also work with you to pro-rate renewals to align with support contracts you have for other vendors' software — such as your HMI, SCADA, MES, or Historian provider.
Flexible co-termination: OmniServer support renewals can be co-termed with your other Software Toolbox products and with support contracts from other vendors. Contact us to set up a shared renewal date across your software portfolio.
What Support & Maintenance Covers
An active agreement gives you access to updates, expert guidance, and priority support from staff with detailed OmniServer and protocol knowledge.
Re-registration and transfer of your license to a new machine, or re-installation due to hardware failure or other events causing loss of license, is covered while on active support.
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
- Free version updates
- Windows & OPC standards compatibility
- Licensing & installation support
- Product troubleshooting & workarounds
- Application troubleshooting advice
- Unlimited email support
- Up to 4 hrs/month phone support
- License re-registration & transfer
- Priority access to professional services
✘ Not Included
- Configuring your custom OmniServer protocol
- Debugging your custom OmniServer protocol
- 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
It's always great working with your team and you have the best product support ever.
Your support team has been EXTREMELY helpful — some of the best technical assistance that I have ever received. Thanks for the knowledge sharing and this great protocol!
I just wanted to say thanks for the great work on our OmniServer project. The end-user was very happy to work with you and happy with the work you accomplished.
The ease and flexibility with which OmniServer provides actionable information to be easily integrated into existing SCADA host systems is extremely valuable to our users in industries where downtime can be extremely expensive.
The Renewal Process
-
1100-day advance noticeWe contact your designated renewal contact approximately 100 days before your agreement expires with a renewal notification and quote.
-
2Request a quote for your editionUse the pricing section above to request a renewal quote for your Wedge, Server, or Pro edition. For lapsed agreements, co-term renewals, or other configurations, contact us directly.
-
3Payment & continuationOnce processed, your agreement renews for 12 months from the current expiration date. You retain access to version updates, priority support, and license transfer benefits.
-
4Keep contacts currentEnsure the right person at your organization receives renewal reminders. Update us if contacts change so notifications don't get missed.