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Support

Free support (Blog)

As open-source solution, S2OPC is published by a GitLab on its dedicated web site. Systerel’s team provides and animates the associated blog and initial questions or requests are answered by this blog. For enhanced level requests or incidents, we propose our customers to sign a support contract.

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Starter support

Systerel’s starter support concerns one configuration and contains

  • Maintenance services: one year of bug fixes and upgrades to new releases of the S2OPC software.
  • Support services: our ”first level” support includes an initial package of 10 tickets used by the customer to declare incidents or other requests about usage of the S2OPC product
  • Email support only
  • No collocation at customer site

For enhanced support, we suggest to take a “Standard support”.

Standard support

Systerel’s standard support concerns one configuration and contains

  • Maintenance services: one year of bug fixes and upgrades to new releases of the S2OPC software.
  • Support services: our standard support includes an initial package of 10 tickets used by the customer to declare incidents or other requests about its project using S2OPC product or implementation.
  • Phone support or web meetings with online (remote) debugging assistance and services are covered by the standard support policy.
  • One day support at the customer’s company location is included (travel fees excluded). If more than one day is necessary a consulting activity will be started.
  • Additional support tickets can be purchased. Support tickets can be used and transferred as long as the maintenance package is valid.

Security support

This support is typically a specificity of the Systerel offer.

Because of the ability of S2OPC to be certified, Systerel supports its customers in their cyber-security watch. Whenever a security vulnerability in OPC UA is published, the customer receives a ticket with a description of the vulnerability, a severity level, a risk analysis and a fix or a workaround to deal with this vulnerability.

Long term support

Systerel is regularly involved with its customers for maintaining during a long-term period a specific software version (software version dedicated to a hardware platform).

This type of support is typically dedicated to customers deploying industrial systems with a long lifetime. The S2OPC version will be maintained through an active configuration management including a dedicated bug support co-managed with the customer. The default period of maintenance is five years, but this period can be extended on request.

Support general conditions

Systerel support and maintenance model is depending on the customer’s configuration, and managed by a dedicated contract (starter, standard, security or long-term contract).

A configuration is defined by a hardware platform (CPU) associated with an operating system version.

The Systerel’s product engineers team will manage support and maintenance services. This team has a real expertise of industrial embedded software environment. It is involved in the porting activity for several hardware and operating system platforms. It works closely with the Research and Development Department, in charge of S2OPC implementation projects.

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