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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

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

Software Support Plans

StandardGoldPlatinum
PricesIncluded with your license20%
($500.00 minimum)*
25%
($2000.00 minimum)*
Support Hours
Support via Portal Ticket System8AM to 5PM
business days
(local to you)
7AM to 7PM
business days
(local to you)
24 x 7 x 365
Support via Chat8AM to 5PM
business days
(local to you)
7AM to 7PM
business days
(local to you)
24 x 7 x 365
Support via Phone7AM to 7PM
business days
(local to you)
24 x 7 x 365
Incident Response Times
Blocker Issues First Response TimeWithin 1 business dayWithin 2 hours**Within 1 hour
Non-blocker Issues First Response TimeWithin 3 business daysWithin 2 business daysWithin 1 business day
Support Account Management***
Support Account Manager
Quarterly Conference Call Reviews
Yearly Roadmap Review with the Product Team
Quarterly Summary Reports
* Minimum prices outside of North America will be slightly higher | ** During the hours covered in the Gold support plan | *** These services offered upon your request

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

Dan Lanir
Vice President Customer Success

Platinum Hardware Support Plan

ModelPriceOffering
L1001Included with product license
  • Advanced Replacement: Parts or replacement unit shipped within 5 business days.
  • Customer returns defective parts or unit after receiving replacements.
  • OPSWAT pays for shipping of the replacement part to the customer site and for the return of the defective part to OPSWAT’s warehouse.
K-1000, K-100125% of hardware price
  • Advanced Replacement: Parts or replacement unit shipped within 5 business days.
  • Customer returns defective parts or unit after receiving replacements.
  • OPSWAT pays for shipping of the replacement part to the customer site and for the return of the defective part to OPSWAT’s warehouse.
K-200025% of hardware price
  • Advanced Replacement: Parts or replacement unit shipped within 5 business days.
  • Customer returns defective parts or unit after receiving replacements.
  • OPSWAT pays for shipping of the replacement part to the customer site and for the return of the defective part to OPSWAT’s warehouse.
K-3000, K-300125% of hardware price
  • Advanced Replacement: Parts or replacement unit shipped within 7 business days.
  • Qualified technician on-site to repair/replace defective component 1-2 business days after the confirmed arrival of the part at customer's location.*
  • OPSWAT pays for shipping of the replacement part to the customer site and for the return of the defective part to OPSWAT’s warehouse.
*This service is available at most locations. Please contact your sales team or your customer support team to determine if your location is covered.