Support and Maintenance

Support and maintenance program

Ai-Ops’ Support and Maintenance Program is a comprehensive service plan for your Ai-Ops KoiosLT Software. The program was developed to enrich and lengthen the lifetime of your Ai-Ops KoiosLT 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 Ai-Ops’ industry-leading expertise. 

Ai-Ops’ Support and Maintenance Program includes the following:

• Software updates and upgrades
• Technical support for an unlimited number of support requests
• License recovery in the event of machine failure or destruction

Supported releases

Ai-Ops makes Technical Support available as a feature of a Support and Maintenance Agreement on all KoiosLT licenses and devices not in End-of-Life or outside of their renewal dates. The end of Standard Support date for a major release is the earlier of the date twenty-four (24) months from first general availability or five (5) subsequent releases of such software. After the end of Standard Support date, no further software or security fixes are developed or distributed for that version.

Standard support

Standard support refers to software and security fixes:

• A software fix addresses any product defect that causes incorrect or unexpected results.
• A security fix addresses a vulnerability that could be exploited by a threat actor and result in a security breach.

Both software and security fixes are determined by Ai-Ops.

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. Ai-Ops’ Support and Maintenance Program provides you with access to the latest software features and functionality that will enable you to continuously improve performance. This includes:

• OPC-UA
• CLogix / EtherIP
• AVEVA Data Hub Connector

• Support for the Model Manager
• Bug fixes

Leverage Ai-Ops’ Support and 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 upon request at support@ai-op.com.

Technical support

Ai-Ops’ Support and 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 aid with installation, migration, configuration, upgrades, license management, troubleshooting, and more.

Access to Ai-Ops’ Technical Support team ensures that your Ai-Ops 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

Ai-Ops’ Support and Maintenance Program provides immediate assistance with license recovery if the machine running KoiosLT fails or is irrevocably damaged. Please note that the issued License File ID should be saved externally, as this will help with license recovery after normal business hours.