Support Packages

Unified Automation is committed to superior customer service—we are proud to feature a top-quality, professional, and cost-effective support team. To best serve customers needs we offer a variety Support Packages and methods. All License Packages include an initial amount of Support Incidents depending on the individual licensed product; this can vary between 5 and 15 incidents.

The standard support policy covers

  • 3 working days response time
  • Email based support only
  • Incident based support during the time a maintenance and update package is valid. An incident is the ability to contact Unified Automation directly for help. Incidents can be transferred to a new maintenance package.
  • Support Incidents determined to be enhancement requests where a problem resolution incident is defined as a single support break-fix issue that cannot be broken down into subordinate issues. Incidents that turn out to be bug reports do not count against your allotted Support Incidents.

The standard support policy DOES NOT cover

Basic training and Consulting

Basic training and Consulting regarding OPC and the application is not covered by the standard support policy but can be requested for an additional service fee.

Direct telephone support, web meetings with online (remote) debugging

Direct support and debugging assistance is not covered by the standard support policy but can be requested for an additional service fee.

On Site Technical Support

Technical Support is restricted to the company location of Unified Automation GmbH. Support at the customer’s company location is not included but can be requested for an additional service fee.

 

Additional Support Packages

All License Packages include an initial amount of Support Incidents depending on the individual licensed product this can vary between 5 and 15 incidents. Support Incidents Packages are assigned to a registered developer (the license holder). Incidents can be used as long as you have purchased a valid Maintenance Package.

Different Packages are available to extend your Support

  • 5 Support Incidents
  • 10 Support Incidents
  • Basic Training and Consulting
  • On Site Technical Support