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技术支持

拥有有效支持和维护协议的客户具有高优先级,可优先获得技术支持工程师的来电、电子邮件和 Web 支持。请准备好您的产品信息和激活 ID。

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支持和维护计划

Kepware 的支持和维护计划是针对 Kepware 软件应用程序的全面服务计划。此计划用于延长 Kepware 软件的生命周期。它将软件更新和升级与专家技术支持服务相结合,帮助保证您的关键自动化项目最有效地执行。它还能让您访问 Kepware 行业领先的专业知识,从而提高您的个人操作效率。支持和维护计划适用于 Kepware 的所有产品和应用程序,包括 KEPServerEX、ClientAce、LinkMaster、RedundancyMaster 以及所有高级插件和驱动。

Kepware 的支持和维护计划包括:

  1. 软件更新和升级
  2. 无限量针对支持请求提供技术支持
  3. 在机器故障或受损时恢复许可证

软件更新和升级

确保高性能软件的稳定性并让它保持最新版本级别,从而提高业务连续性和运营效率。通过 Kepware 的支持和维护计划,您可以访问最新的软件特性与功能,帮助您持续提高性能。它们包括:

  • HMI、SCADA、MES 等的专有客户端接口更新
  • OPC 客户端接口更新支持
  • 设备固件更新支持
  • 服务器操作系统更新
  • 添加到捆绑套件的新驱动和高级插件
  • 新驱动功能和增强功能
  • 新高级插件功能和增强功能
  • 漏洞修复

利用 Kepware 的支持和维护计划可最大程度地提高软件性能并减轻有关软件资产管理的规划和成本的管理负担。可通过“我的 Kepware”在线门户下载新软件版本。

技术支持

通过 Kepware 的支持和维护计划,您能够接触技术支持工程师专家团队,他们在支持自动化行业通信和互操作性解决方案方面拥有丰富经验。技术支持工程师可提供安装、迁移、配置、升级、许可证管理、故障排除等方面的帮助。

通过接触 Kepware 的技术支持团队,可确保您充分利用您的 Kepware 软件,并由最接近其开发过程的专家提供支持。您的问题将得到彻底有效的处理,并会在必要时进行紧急处理以维持您的业务关键型运营。

许可证恢复支持

当运行 Kepware 的计算机发生故障或受到不可恢复的损坏时,Kepware 的支持和维护计划将提供对许可证恢复的即时协助。请注意,对于在标准工作时间之外发生的故障,您可以利用您的原始软件激活 ID 随附的紧急许可证来避免软件停用。

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订购信息

支持和维护计划适用于一年、两年、三年或五年使用期的购买。该计划的成本取决于购买的 Kepware 软件解决方案的价值和数量。要获取更多信息或请求报价,请联系 Kepware 代表或您当地的 Kepware 合作伙伴。

支持恢复政策

当支持协议或保修失效不到一年时,Kepware 将要求购买新支持和维护计划,时间回溯到已到期合同或保修结束的后一天。在这种情况下,Kepware 不会要求任何其他许可或恢复费。

当支持协议或保修已失效一年以上时,Kepware 将要求客户支付支持恢复费以使该软件有资格获得支持。支付此费用后,就继续订购支持。为了简化管理,Kepware 已将支持恢复费与一年支持结合,以实现单个可订购产品 ID 和价格。请联系 Kepware 代表或您当地的 Kepware 合作伙伴以了解更多信息或请求报价。

Support & Maintenance Program

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 the following:

  1. Software updates and upgrades
  2. Technical support for an unlimited number of support requests
  3. License recovery in the event of machine failure or destruction
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
  • Bug fixes

Leverage Kepware's Support & Maintenance Program to maximize your software's performance and simplify the administrative burden around the planning and costs of software asset management. New software releases are available for download through the My Kepware online portal.

Technical Support

Kepware's Support & Maintenance Program provides you with access to a team of Technical Support experts who have extensive experience supporting communication and interoperability solutions for the Automation Industry. Support Engineers can provide assistance with installation, migration, configuration, upgrades, license management, troubleshooting, and more.

Access to Kepware's Technical Support team ensures that your Kepware software will be utilized to its fullest potential and supported by the professionals closest to its development. Your issues will be handled thoroughly, efficiently, and with the necessary urgency for maintaining your business-critical operations.

License Recovery Support

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 utilize the emergency license provided with your original Software Activation ID to avoid software downtime.

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Ordering Information

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 a Kepware representative or your local Kepware Partner.

Support Reinstatement Policy

When a support agreement or warranty has lapsed for a period of less than one year, Kepware requires a new Support & Maintenance Program purchase be backdated to the day following the end of the expired contract or warranty. In this instance, Kepware does not require any other relicensing or reinstatement fees.

When a support agreement or warranty has lapsed for a period of greater than one year, Kepware requires that the customer pay a Support Reinstatement Fee in order to make that software eligible for support. With this payment, support can then be ordered on a go-forward basis. For administrative ease, Kepware has combined the Support Reinstatement Fee with one year of support for a single orderable Product ID and price. Please contact a Kepware representative or your local Kepware Partner for more information or to request a quote.