Why Support & Maintenance Matters
You want your TOP Server implementation to successfully operate over time with the HMI, SCADA, MES, Historian, and other client applications it supplies process data to — as those applications and Windows operating systems are updated when new technology becomes available.
All new license purchases include 1 year of Support & Maintenance. Renewals are annual and can be co-termed with other Software Toolbox product licenses. We can also work with you to pro-rate TOP Server renewals to align with support contracts you hold for other vendors' software — such as your HMI, SCADA, MES, or Historian provider.
Flexible co-termination: TOP Server support renewals can be co-termed with your other Software Toolbox products and with support contracts from other vendors, such as your HMI or SCADA provider. Contact us to set up a shared renewal date.
What Support & Maintenance Covers
An active agreement gives you access to updates, expert guidance, and priority support across the full TOP Server platform.
Important note on license transfers: If the product is outside the support/warranty period, re-registrations due to hardware failure will require payment of additional fees. In situations with no loss of license, transfers can be executed without contacting support — see the self-service transfer guide here. All licenses on the same PC must be covered by an active support contract to receive program benefits.
What Is Not Covered
To keep annual renewal costs low, certain services fall outside 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 & security patches
- Licensing & installation support
- Product troubleshooting & workarounds
- Application architecture guidance
- Unlimited email support
- Up to 4 hrs/month phone support
- License re-registration & transfer
- Priority access to professional services
✘ Not Included
- Configuring your TOP Server project
- Troubleshooting multi-component systems outside TOP Server's scope
- Network hardware & infrastructure support
- Support for third-party client applications connected to TOP Server
- Support outside business hours (8 AM–5 PM US Eastern)
- Phone support exceeding 4 hours/month
- 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 Multi-Component Troubleshooting
We are happy to collaborate — with your IT/OT/network team where network infrastructure may be involved, or with the supplier of other client applications connected to TOP Server. Our expertise is focused on TOP Server and its operation; resolving broader system issues requires your team's and other vendors' knowledge working alongside ours.
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
I can't say enough good things about your company. It's nice to do business with people who are dedicated to their products and their customers.
TOP Server is a key part of all of our systems because it works the way you expect it to and the Software Toolbox team's support and add-in products help us maximize our client's results.
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 20% of the current list price of your licensed TOP Server features. Co-term adjustments and any added features are reflected here.
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3Payment & continuationOnce processed, your agreement renews for another 12 months. You retain access to updates, priority support, and license transfer benefits.
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4Keep your contacts currentMake sure we have the right person designated for renewal notifications. Update this through your account portal or by contacting our team.