Why Support & Maintenance Matters
OPC Router interoperates with a wide range of systems — OPC servers, databases, SAP, MQTT brokers, REST endpoints, cloud platforms, and more — using a variety of standards and technologies. As changes happen in those standards, device firmware, and Windows operating systems, you want your integration workflows to remain resilient to change.
All new OPC Router perpetual license purchases include 1 year of Support & Maintenance. Renewals are annual and can be co-termed with other Software Toolbox product licenses you hold.
Two licensing paths, one commitment to uptime: Whether you're on a perpetual license or an annual subscription, your integration workflows are covered. Support & Maintenance is included in the subscription renewal automatically — there's no separate renewal to track.
What Support & Maintenance Covers
An active agreement gives you access to updates, expert guidance, and priority support across the full OPC Router platform and all its plug-ins.
Upgrade note: Access to OPC Router V5.0 and newer requires an active Support & Maintenance agreement. If you are upgrading from V4.x, your license must be on active support and registered in the OPC Router Licensing Portal before beginning the upgrade. Temporary licenses for pre-upgrade testing are available to customers on active agreements.
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
- Building your OPC Router configuration for you
- Debugging custom .NET scripting
- 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)
A Note on Configuration & .NET Scripting Support
Our configuration assistance is focused on helping you get started and troubleshooting any challenges you encounter — not building full configurations from scratch. That work is handled through our paid professional services.
For .NET scripting issues, if a product defect is suspected, we ask that you reproduce the issue in the most minimal application configuration possible. We will use that reproduction in our work to determine whether a product issue exists.
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
OPC Router has enabled Kennametal to stream machine data up into the cloud seamlessly, and we pull and combine information from SAP and other data sources to have a more uniform data set for machine learning and dashboarding.
The OPC Router can be used flexibly as well as installed in an uncomplicated and cost-effective way — the ideal solution for integrating our measuring systems into different plant types.
The Renewal Process
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1100-day advance noticeWe contact your designated renewal contact approximately 100 days before your agreement expires with a renewal quotation.
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2Review & approve the quoteThe renewal fee is based on the current list price of your licensed OPC Router edition. Co-term adjustments for multiple Software Toolbox products are reflected here.
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3Payment & continuationOnce processed, your agreement renews for another 12 months. You retain access to version updates, priority support, and license transfer benefits.
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4Keep contacts currentEnsure the correct person at your organization receives renewal reminders. Update us if contacts change so notifications reach the right person.