Sepasoft Support Policy

Services and Pricing

Sepasoft is dedicated to providing all customers with high-quality product support. In order to ensure that your experience with our support system is consistent and effective, we provide the following support policy.
This support policy is effective as of 1 September, 2017. Sepasoft reserves the right to alter this support policy at any time.

Technical Support
We strive for a high standard of software quality. However, as with any software product, issues will invariably arise. Technical support covers a wide variety of issues dealing with our software and its interaction with other software.
Technical support can provide general tips or best practices, but does cover issues specific to Ignition or replace other categories including training, teaching scripting, architecture discussions, implementation strategies, project layout, implementation, project reviews, pricing, demos, and etc.
Examples of issues covered by technical support:

  • Database server compatibility
  • Licensing issues (as it pertains to our software)
  • Software defects
  • Networking issues (as they pertain to our software)
  • Performance problems not caused by poor project design
  • Script troubleshooting
  • Etc.

Examples of issues that are not covered by technical support:

  • Demos
  • Architectural Layout
  • Pricing
  • Training

In the above cases you may be referred to other departments within Sepasoft or to Inductive Automation when appropriate.
You may be asked for your license key in order that we may determine the level of support you may receive.

Long-Term Support Program
We follow Inductive Automation’s “Long-Term Supported Version” (hereinafter referred to as LTS) policies. The Sepasoft modules for Ignition platform versions that are declared LTS by Inductive Automation will be supported for a period of five (5) years from the date of their original “dot zero” release regardless of the date of the LTS declaration.
Support for LTS versions is limited to critical problems where the software is rendered unusable and for which no work-around is available at the sole estimation and discretion of Sepasoft. Only users with a valid Inductive Automation Total Care Support Contract may receive support for the use of an LTS version. Bug fixes outside of this definition which are integrated into later versions will not be back-ported into LTS versions.
LTS versions will be tested and updated to ensure compatibility with new Java patches and corresponding Ignition versions. When new Ignition LTS versions are released Sepasoft will test LTS versions within three weeks. If an issue is identified, Sepasoft will notify LTS customers via the LTS Announcement email list, and release an LTS update within six weeks of identifying the issue.
Customers can request to be placed on the LTS Announcement email list by contacting Sepasoft support via email or by calling Sepasoft support at 800-207-5506.

See Inductive Automation support policy for a list of current LTS versions.

Total Care
Get peace of mind for the entire year with free software upgrades, unlimited phone access to our technical support reps, and Total Care member discounts. Includes unlimited phone support and discounts on training and design consultation. Total Care for Sepasoft modules is purchased through Inductive Automation.
+ 24% Annually | Support contract price is based on the retail price of software at time of purchase. Discounts are available for multi-year contracts. Call for details.
The contract is calculated for a year and it is expected that you keep this current by renewing it annually. If you keep this renewed annually and do not lapse, your contract price is calculated at the cost of the software at the time of your original purchase. If a contract does lapse, you will be charged a reinstatement fee (which is calculated at a daily rate), and your contract will be recalculated based on the current retail cost of the software. Additionally, if it is not renewed prior to the next major upgrade, you will be required to get onto the current version (upgrading) at 65% of the retail cost, in order to reinstate your Total Care Contract.
Basic Care
Best for customers who want access to technical support reps via email, but don’t require that issues be expedited via phone support. Includes priority email support and free upgrades to any modules purchased. Basic Care for Sepasoft modules is purchased through Inductive Automation.
+ 16% Annually | Support contract price is based on the retail price of software at time of purchase. Discounts are available for multi-year contracts. Call for details.
Upgrades needed without existing Total Care or Basic Care will be at the cost of 65% of the current retail price.

Example:

Support Package OEE Module ($20,000)
Without Total Care or Basic Care 65% $13,000
With Total Care 24% = $4,800 Free
With Basic Care 16% = $3,200 Free

Post-Sales Support
Each software purchase comes with 90 days of free telephone technical support. Telephone technical support, after the initial 90 days, is available with the purchase of our Total Care Contract. If Total Care Support is purchased for the Sepasoft module(s) within the 90-day complimentary support period, then it is valid for 12 months starting on the day that the 90-day complimentary support ends.
Total Care includes:

  • Unlimited telephone MES technical support
  • MES Design Consultation $210/hr (regularly $240/hr)
  • 10% off MES training courses and seminars
  • Priority email support

Electronic Support
Sepasoft is proud to offer free electronic product support via email. Support requests submitted via email will be answered in the order they are received with priority going to Total Care customers.

Telephone Support
Telephone technical support is available during normal business hours for customers with a Total Care contract. This means that anyone within 90 days after purchase is automatically covered. Sepasoft will also provide limited telephone technical support for prospective customers.
Telephone support is available by calling 800-207-5506 during normal support hours: 7:30 AM to 5:00 PM PST excluding weekends and Sepasoft holidays. Our telephone support is often enhanced by the use of GoToAssist Remote Support, which lets our support representatives actually see your issue live over the Internet, reducing incident resolution times to a minimum.

After Hours / Emergency Support
After hours, 24x7x365 support is available to customers who have a current Total Care Contract. When calling the support line (800-207-5506) after hours, you will be given the option to be redirected to the emergency support line.
After-hours support is billed at $350 per hour with a one-hour minimum.

Software Updates
At Sepasoft, we are constantly improving our software, both in features and reliability. To better keep track of each iteration of our software, as well as to coordinate upgrades, we assign version numbers following the Ignition version number scheme to each Sepasoft module. Version numbers are always three separate numbers separated by periods, for example: 1.7.0
The first number in this triplet is called the Major Version number.
The second number is called the Platform Coordination number.
The third number is called the Minor Version number.
The Platform Coordination number lets you know which version of a module is compatible with which versions of the Ignition platform. For example: If you were installing Ignition 7.5.0, all of your modules would need to be version X.5.Y; notice how the middle numbers match. We frequently release updates to the Sepasoft modules where the Minor Version numbers changes. These updates typically contain fixes and minor feature improvements which are always available free.
Less frequently, we have updates that include major new features. When this happens, the Major Version number of the modules will be incremented, triggering a Major Upgrade. Put simply: A Major Upgrade happens when either the Major Version or the Platform Version number increases.
The latest Sepasoft modules can be found at Module Updates and Release Notes

Sepasoft_MES

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