Manufacturing Suite – 1-Year Update & Support Renewal – Product Warranty Expired
When you purchase the Update & Support Renewal, you are entitled to technical support and the latest product upgrades for your Kepware product whose previous Update & Support subscription already expired. During the Renewal period that you purchase, you can at any time upgrade to the latest version of the program and restore the application in the event of a machine failure which prevents standard licence transfer. The Renewal can be purchased for a period of 1–5 years.
Kepware's Support & Maintenance Program is a comprehensive service plan for your Kepware software applications. The program was developed to enrich and lengthen the lifetime of your Kepware software. It combines software updates and upgrades with expert Technical Support services to help keep your critical automation projects performing at an optimum level. It also increases your personal operational efficiency by providing access to Kepware's industry-leading expertise. The Support & Maintenance Program is available for all of Kepware's products and applications, including KEPServerEX, ClientAce, LinkMaster, RedundancyMaster, and all advanced plug-ins and drivers.
Kepware's Support & Maintenance Program includes
Software updates and upgrades – enable you to download and install the latest version of Kepware software
License recovery in the event of a machine failure or destruction which prevents standard licence transfer
Technical support for an unlimited number of support ticket requests
Buy Kepware = buy License + Update & Support
On 15th November 2016, Kepware released the new KEPServerEX v6 and changes to its business policy with regard to product updates and support. Specifically, when you buy a Kepware licence, you also need to buy licence update and support for a period of 1 year. During this period, you can upgrade to the latest version of the program at any time, take advantage of technical support and restore the application in the event of a machine failure.
During the period of the Update & Support you've purchased, your product is under warranty. If you want to extend this period by 1 or more years, you need to purchase Update & Support for the requested period during the period of the existing warranty and so continue to have a valid Update & Support without any break between the existing and the new warranty. If you happen to do otherwise, the product goes into the "expired warranty" mode. You can buy Update & Support for that product later, but it'll will be about 2.5 times more expensive than when the product is still under warranty.
What Technical Support is NOT
Setting up your Kepware product or developing applications or projects
Troubleshooting problems with your PC, network or server
Training, or explaining capabilities and features described in User Guides
Specialist consultancy services with regard to other products and their features
Developing new software features
Depending on availability, the above-mentioned requests can be dealt with in the form of a special project offering on the basis of a sales offer.
The Support & Maintenance Program is available for purchase in one-year, two-year, three-year, or five-year terms. The cost of the program depends on the value and quantity of Kepware software solutions purchased. For more information or to request a quote, please contact FOXON office.
Software Updates and Upgrades
Ensuring the stability of your high-performance software and keeping it at current release levels enhances business continuity and operational efficiency. Kepware's Support & Maintenance Program provides you with access to the latest software features and functionality that will enable you to continuously improve performance. This includes:
Proprietary client interface updates for HMI, SCADA, MES, and more
Support for OPC client interface updates
Support for device firmware updates
Server operating system updates
New drivers and advanced plug-ins added to bundled suites
New driver enhancements and features
New advanced plug-in enhancements and features
Update of KEPServerEX V5/V4
Existing KEPServerEX V5 licenses can be migrated to V6 by purchasing the Support & Maintenance Program, reinstalling the software and upgrading the licences. KEPServerEX V4 and earlier aren't supported anymore and aren't eligible for the Support & Maintenance Program. You need to purchase a licence for the latest KEPServerEX version.
Kepware’s Support & Maintenance Program provides immediate assistance with license recovery if the machine running Kepware fails or is irrevocably damaged. Please note that for failures occurring outside of standard business hours, you can utilise the emergency license (Emergency ID) provided with your original Software Activation ID to avoid software downtime.The emergency licence is valid for 7 days, during which you need to contact Kepware's Technical Support to discuss options for re-commissioning the permanent license. Users can alleviate recovery by saving a copy of all current Activation IDs and Emergency IDs or the .LIC file. It's also helpful to note down the machines which Kepware is running on.
Support Reinstatement Policy
When you purchase any of the KEPServerEX products (i.e. suites, drivers and plug-ins), you are also required to purchase a Year 1 Update & Support subscription. Before your Year 1 subscription expires, it is up to you to decide whether or not you want to renew it.
The Update & Support Renewal – Product Under Warranty option (i.e. you purchase a subscription renewal while your current subscription is still valid) is much cheaper than when you buy a subscription renewal after your current subscription expires. The Product Under Warranty Update & Support Renewal provides you with uninterrupted access to FOXON Technical Support and the latest KEPServerEX upgrades (released a few times a year).
Your current KEPServerEX version will work even if you do not purchase an Update & Support renewal. Nevertheless, it will soon become obsolete. In addition, you will not be eligible for technical support. If at any time in the future you need access to the latest upgrades and technical support, you can purchase the Update & Support Renewal – Product Warranty Expired. This option is, however, much more expensive than buying a renewal while your current subscription is still valid. Furthermore, you will be eligible for technical support only when you have purchased the renewal, which may result in increased downtime in the event of a problem or a failure.
That is why we strongly recommend that you renew your Update & Support subscription before your current subscription expires.
FOXON Technical Support
The technical support we provide is support for products and services purchased from us and support for software trials. Technical Support's response time depends on technicians' busyness and availability. We do our best to respond as soon as possible – usually within 2 business days – or when Kepware's Technical Support has responded to our query. Customers who have purchased the Support & Maintenance Program are eligible for priority technical support. Customers without the Program are only provided with limited technical support.
Before contacting Technical Support, please make sure that you first consult relevant troubleshooting sections in User Guides, on our website at foxon.cz and Kepware's website at kepware.com. Please bear in mind that our Technical Support Team can only deal with a certain number of requests at a time.
Our FOXON Technical Support Team only provide general advice on common problems. Complex problems, troubleshooting and bug fixing can only be dealt with by Kepware's Technical Support. These requests can't usually be answered immediately. Users can facilitate troubleshooting by providing all the information needed for the request to be handled in the shortest time possible.
Submit a Support Ticket
If you'd like to send us a troubleshooting request, please collect the following information and send it to "email@example.com:
Your name and an email that you'd like us to reply to
Product Licence Number (Activation ID or FlexID) for the product you're experiencing problems with. Furthermore, please provide evidence that you've purchased the Support & Maintenance Program.
A detailed description of the problem (including screenshots, error messages, etc.)
A short description of how to replicate the problem, and information about any changes before the problem occurred if the product had been running without any problems
Version number (can be found in Settings under Help / Support Information: V5.16.728.0)
The operating system which your Kepware product is running on (e.g. Windows XP SP2)
The topography and names of programs which your Kepware product is communicating with (e.g. the OPC client used to connect to your OPC server + the remote / local client-server connection)
Your project configuration file (e.g. *.OPF or *.XML)
KEPServerEX: the server's event log (can be found in Settings under Tools / Event Log / Save As Text File…)
KEPServerEX: the server's Application Report, which can be generated in KEPServerEX V5.4 and newer (in Start / Programs / Kepware / KEPServerEX 5 / Utilities – run the Application Report Utility, leave all boxed checked, generate the report, save it to a directory, compress it into a ZIP file and email it to us)