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.
OPSWAT Support Plans
| Silver | Gold | Platinum | Emerald - US | |
|---|---|---|---|---|
| Support Hours | ||||
| Case (Ticket) via My OPSWAT | 12 hours (business days) | 24 hours (business days) | 24 hours (7 days per week) | 24 hours (7 days per week) |
| Via AI Chatbot | 24 hours (7 days per week) | 24 hours (7 days per week) | 24 hours (7 days per week) | 24 hours (7 days per week) |
| Via Live Agent Chat | Not included | 24 hours (business days) | 24 hours (business days) | 13 hours (business days) |
| Via Phone | Not included | Not included | 24 hours (7 days per week) | 24 hours (7 days per week) |
| Initial Issue Response Time | ||||
| Blocker Severity Issues(S1 & S2) | Within 4 hours | Within 2 hours | Within 1 hour | Within 1 hour |
| Lower Severity Issues (S3 & S4) | Within 1 business day | Within 8 business hours | Within 4 business hours | Within 4 business hours |
Additional Entitlements
| ||||
| Initial Support Triage | Level 1 | Level 1 | Level 2 | Level 2 |
| Support provided only by US Citizens on US Soil | - | - | - | |
Customer Support Workflow
Customer Support Escalation Process
A comprehensive support process ensuring that our customers receive prompt assistance and resolution to any challenge they encounter.
OPSWAT Managed Services
Let our OPSWAT experts proactively manage your OPSWAT solution for you, ensuring application optimization, platform and OS stability, security services and incident response
- OPSWAT Platinum Support included.
- 24x7 Alerting and Resolution
- Active Monitoring of Hardware Health
- Active Monitoring of OPSWAT Software
- Remote Management for Support
- Ongoing Reporting
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.
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 is the cause of a critical or high severity issue. Once you receive the replacement units or parts, the defective units or parts 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.
Community Forum
Visit our forum to find an extensive collection of Questions and Answers related to OPSWAT products.
