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

OPSWAT Support Plans

StandardGoldPlatinum
PricesIncluded with active subscription licenses20%
(USD 500 minimum)
25%
(USD 2,000 minimum)
Support Hours
Support via OPSWAT Portal Case Management 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 hours
Monday to Friday
(local to you)
Support via Phone7AM to 7PM
business days
(local to you)
24 x 7 x 365
Incident Response Times
First Response Times for Blocker Severity IssuesWithin 1 business dayWithin 2 hours*Within 1 hour
First Response Times for Lower Severity IssuesWithin 3 business daysWithin 2 business daysWithin 1 business day
Hardware Support and Warranty**
Advanced Replacement Warranty
Customer Success Management***
Assigned Customer Success Manager
Quarterly Conference Call Reviews
Yearly Roadmap Review with the Product Team
Quarterly Summary Reports

* During the hours covered in the Gold support plan
** See our Hardware Support and Warranty section below
*** These services offered upon request by customers with at least USD 5000 in annual support.

OPSWAT Hardware Support and Warranty Plan

OPSWAT’s Hardware Support and 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 at https://www.opswat.com/legal.

The OPSWAT Hardware Support and 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 as the cause of a critical or high severity issue. Once you receive the replacement unit(s) or part(s), the defective unit(s) or part(s) 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.

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

Dan Lanir
SVP, Customer Experience