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Support

OPSWAT’s support team can provide you 24 x 7 x 365 coverage via phone, chat, or cases that you log with us.

Learn more about our support plans to determine which one best fits your needs.

Looking for help now?

Phone Support

For Premium Customers

US:	+1 855 677 9281
UK:	+44 870 820 0400
Japan:	+81 345 209 785
France:	+33 975 181 808
Australia:	+61 87 100 1170
Israel:	+972 722 577 008
Hungary:	+36 17009940
Romania:	+40 356630064
Spain:	+34 931807005

Chat with us

Open a chat session through OPSWAT portal.

You will need to have an OPSWAT Portal account to log a case. Don’t have one? It’s easy to create one now.

Online Chat

Submit a Case

Use the form to submit your information and describe the situation you are experiencing, including the issue/s. Our team of experts will review, research, and respond directly to you.

Open a Case

Join our Forum

Visit our forum to find an extensive collection of Questions and Answers related to OPSWAT products. The answers are contributed by OPSWAT Experts, our Partners, and other Customers.

Ask a Question

OPSWAT Support Plans

	Silver	Gold	Platinum	US In-Country Platinum	Diamond
Support Hours
Support via OPSWAT Portal Case Management System	7AM to 7PM business days	24 hours on business days	24 x 7 x 365	24 x 7 x 365 for blocker cases	24 x 7 x 365
Support via Chat	7AM to 7PM business days	24 hours on business days	24 hours on business days	8:00 AM to 9:00 PM EDT/EST US Business Days	24 hours on business days
Support via Phone		24 hours on business days	24 x 7 x 365	24 x 7 x 365 for blocker cases	24 x 7 x 365
Incident Response Times
First Response Times for Blocker Severity Issues	Within 4 hours*	Within 2 hours*	Within 1 hour	Within 1 hour	Within 1 hour
First Response Times for Lower Severity Issues	Within 3 business days	Within 2 business days	Within 1 business day	Within 1 business day	Within 1 business day
Hardware and Appliance Warranty**
Advanced Replacement Warranty	Warranty sold separately	Warranty sold separately	Warranty sold separately	Warranty sold separately	Warranty sold separately
Customer Success Management***
Assigned Customer Success Manager
Quarterly Conference Call Reviews
Yearly Roadmap Review with the Product Team
Quarterly Summary Reports
Managed Services
Complete Managed Service
24x7 Alerting and Resolution
Active Monitoring of Hardware Health
Active Monitoring of OPSWAT Software
Remote Management for Support
Ongoing Reporting

* During the hours covered in the that support plan
** See our Hardware and Appliance Warranty section below
*** These services offered upon request by customers with at least USD 5000 in annual support.

Diamond Support is only available for license sales above USD 25,000. US In-Country Platinum Support is only available for license sales above USD 30,000. Platinum Support is only available for license sales above USD 8,000. Gold Support is only available for license sales above USD 2,500.

OPSWAT Hardware and Appliance Warranty Plan

OPSWAT’s Hardware and Appliance Warranty Plan is included:

When you sign up for a subscription to any of our hardware products; or
For the first year after you purchase any of our hardware products. Note that you may purchase extended warranty coverage, subject to the terms and conditions on our Legal page at https://www.opswat.com/legal.

The OPSWAT Hardware and Appliance Warranty Plan includes the following:

Advanced Replacement: OPSWAT, at its own cost, will ship parts or a replacement unit to you within 2 business days of identifying a hardware defect as the cause of a critical or high severity issue. Once you receive the replacement unit(s) or part(s), the defective unit(s) or part(s) must be promptly shipped back to OPSWAT. OPSWAT will cover the cost of your return of any defective parts or units back to OPSWAT.
On-Site Repair: If you purchase the MetaDefender Kiosk K-3xxx or L-3xxx series, OPSWAT can send a qualified technician to most locations to repair or replace defective components on-site within 1-2 business days after the confirmed arrival of the replacement part at your location. Please contact your sales team or your customer support team to determine if your location is eligible for on-site repair.
Firmware Updates: OPSWAT will electronically provide firmware updates to you with detailed installation instructions, along with phone and web-session support as necessary.

Your success using our products is our success. If you are not successful, we have failed.

Dan Lanir

SVP, Customer Experience

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