Kepware Support and Maintenance Agreement

Kepware Support Policy

Kepware Support and Maintenance Agreement - Includes both support and product updates. Front line support is by Kepware, Niplex are able to offer limited support for packages registered with Niplex.

These items are not available separately. The Support and Maintenance Agreement begins following the Warranty expiration and extends for one full year. The Support and Maintenance Agreement includes Phone Support, Email Support and Knowledgebase Access. The Support and Maintenance Agreement also includes product updates for the duration of the support term.

Support Details - Includes up to 4 hours of Phone support per month and unlimited email support.

Phone support in excess of 4 hours will require a separate extended support contract, available on a custom basis. Unlimited email support and Knowledgebase access is included with the Support and Maintenance Agreement.

Kepware: Tel  0011-1-207-775-1660 ext 211 EMAIL:Technical.Support@Kepware.com

Update Details - Includes updates for the Licensed product for the duration of the Support term. Updates are for existing licensed products only. Licenses may be upgraded with new products (contact Kepware for costs). After an upgrade, updates will be available as part of the normal warranty policy and new functionality will be supported under an updated Support and Maintenance Agreement (contact Niplex for costs).

Out of Warranty or Expired Agreement Updates - Updates are available at any time after the warranty or after a Support and Maintenance Agreement expiration, by purchasing a New, Support and Maintenance Agreement. The cost for a New Support and Maintenance Agreement, when not purchased with the initial license purchase or after a Support and Maintenance Agreement has expired, is approximately 50% of the product list price. Once the Support and Maintenance Agreement is current, renewals are available at the normal rate of approximately 20% of sales list price.