Device & Data Integration
HMI/SCADA Add-Ins
Industrial DataOps
TOP Server Support & Maintenance
You want your TOP Server implementation to successfully operate over time with HMI, SCADA, MES, Historian and other client applications that it supplies process data to as those client applications and Windows operating systems are updated when new technology becomes available.
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.
We can also work with you to flexibly provide pro-rating to co-term your TOP Server support/maintenance renewals with support/maintenance contracts you have for software from other vendors (such as your HMI, SCADA, MES or Historian provider).
How Support & Maintenance Pays
- Free updates to the latest version of TOP Server
- Support for latest Windows Versions
- Support for latest OPC Specification Updates
- Support for latest device firmware versions
- Latest security enhancements and updates
- Email support and up to 4 hours of phone support per month during our normal business hours 8 AM to 5 PM United States Eastern Time.
- Priority response from support staff with TOP Server and detailed driver and protocol knowledge, with the goal of responses within 2 hours during our normal business hours.
- 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 architecture and configuration troubleshooting advice
- Re-registration and/or transfer of your license to a new computer, re-installation due to hardware failure, or other events causing loss of license
- Priority access to paid professional services
NOTE: If the product is outside the support/warranty period, re-registrations will require payment of additional fees. All licenses on the same PC must be covered by a support contract to receive the benefits of the Support and Maintenance Program (see details above).
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.
- Bob Coomes, Developer, Robert Bosch Corporation
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.
- Stefan la Grange, Software Engineer, AMR Automation
Not Covered by Support & Maintenance Agreements
We strive to keep our support and 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.
- Configuring your TOP Server project
- Troubleshooting of overall customer systems that involve multiple components outside the scope of the functionality of TOP Server or any other Software Toolbox product involved in the configuration, including the following examples:
- Network hardware and infrastructure - we are happy to collaborate with your IT/OT/network management team in situations where we suspect network issues are preventing TOP Server from connecting to a device or other system or causing performance issues, but their expertise of your system is required. Our expertise is focused on the tools in our product and tools that focus on the operation of our product(s).
- Client applications connected to TOP Server that are not provided by Software Toolbox. We are happy to collaborate with the supplier of the other applications or their agents to leverage their system expertise with ours to solve problems.
- Support outside of our normal business hours. Our normal business hours are 8 AM to 5 PM United States Eastern Time.
- Phone support exceeding 4 hours per month
- On-site support
- Professional services to provide for out-of-scope support are quoted based on our current professional services rates and we reserve the right to decline to quote service in areas of expertise where we do not have the skills and resources.
Frequently Asked Questions
-
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.
-
If I do not renew support, will my software stop working?
The product licensing will NOT stop TOP Server 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 or 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, firmware and security patches. Additionally, active support and maintenance provides access to our support team if/when any issues require assistance.
-
My support has lapsed, can I re-instate it?Yes, you can re-instate your support and maintenance agreement for TOP Server. The cost is typically approximately 50% of the cost of a new license.
Please contact us for a quotation on reinstatement for your specific licenses. -
How do I find my TOP Server License / Serial Number / Activation ID?
TOP Server V5 and V6 users can find their existing TOP Server activation ID or IDs in the License Utility - click here for details on finding your activation IDs.
For users still working with TOP Server V4, click here for details on finding your TOP Server serial number / numbers.
-
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 TOP Server license, simply choose not to renew at the end of your current term.
-
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 and details about which Software Toolbox products you own and their license information. -
Will I be notified before my support and maintenance agreement expires?Yes, 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
The demo is the full product once licensed. Once a client application connects to the TOP Server, the TOP Server runtime will operate for 2 hours at a time. At the end of the 2 hour demo period, the demo timer must be reset by restarting the TOP Server runtime service.
Connect with Us
1-888-665-3678 (US + Canada toll free)
+1-704-849-2773 (Global)
support.softwaretoolbox.com
STAY CONNECTED
1-888-665-3678 (US + Canada)
+1-704-849-2773 (Global)
+1-704-849-6388 (Fax)
support.softwaretoolbox.com
WORKING WITH US
WHO WE ARE
RECENT POSTS
Usage subject to our website terms and conditions.
