Maintenance policy
OPAL-RT’s Service Promise
Each year, OPAL-RT invests more than 50% of its allocated R&D resources towards ensuring our customers that the platforms and software continuously increase in their quality, in their responsiveness with regards to issue resolution, and in their inclusion of new features that always push the real-time simulation envelope forward.
We also invest considerably in our Technical Support: a qualified, responsive and attentive Support team that is either located in or dispatched to strategic areas around the world, as required, in order to assure they’re able to listen, dialog, and diagnose online with our end users at times appropriate and convenient for them—during their working hours, wherever they may be.
All support engineers are top-of-the-line application engineers dedicated to assisting our users towards issue resolution by providing courteous, personalized, and high-caliber professional customer service.
OPAL-RT TECHNOLOGIES’ Software & Hardware Maintenance/Service Plan
- Each purchase of one or more OPAL-RT real-time simulators includes by default a one-year software Essential Maintenance plan and two years of hardware maintenance service.
- Options for extended software and hardware maintenance1 and service periods or upgrades of maintenance levels may be chosen optionally as required.
- Academic customers benefit from an Essential Maintenance program of five years, included by default in the real-time simulator offer.
Maintenance/Service Plan Extension
When the maintenance period is three months from its expiry date, users will receive a request to select between the following Maintenance/Service Plans going forward: either the Essential or Premium Maintenance/Service plan.
The Essential Maintenance Plan
The Essential Maintenance Plan is recommended for all users who want to ensure that they receive full access to the latest versions of OPAL-RT software as they are released, and that they are able to log issues with OPAL-RT’s Support team—without necessarily using their real-time simulator in the context of a critical development path.
- It includes full access to OPAL-RT software updates in order to synchronize with the latest MATLAB™ releases, and to receive access to all major new feature releases and incremental bug fix versions.
The Premium Maintenance Plan
The Premium Maintenance Plan includes all features of the Essential Maintenance Plan, as well as bundled Premium Services required in the context of critical applications. Real-time applications are frequently core elements of a mission-critical path toward product development: down time or troubleshooting efforts may potentially become costly in this context for OPAL-RT customers—and this plan has been specifically designed in order for OPAL-RT Support engineers to be an integral part of your team!
- The Premium Maintenance Plan includes a dedicated engineer, assigned to your projects. This focused, dedicated engineer is ultimately responsible for your successful operations, and can assist you any time you may require support help with mission-critical real-time applications.
- Because OPAL-RT simulators are fully scalable, the Premium Maintenance Plan entitles users to claim the benefit of a substantial discount—a full 25%2—on any hardware update for your project purchased during the eligible maintenance period.
- The Premium Maintenance Plan also includes an extended hardware warranty1 on all OPAL-RT simulators for the duration of the contract.
Maintenance/Service Plan Pricing³
The Maintenance/Service Plan pricing is based on the value of each project, including OPAL-RT software and hardware.
- All one-time or non-recurring engineering costs, such as engineering services, integration, training, third party hardware and commissioning are not included in the calculation of the maintenance/service offer.
- OPAL-RT greatly values their customers’ loyalty and encourages the selection of a 3- to 5-year maintenance contract, as this commitment allows us to pass along significant discounts on the number of projects and the years of maintenance offered and signed for.
| Essential Maintenance Plan | Premium Maintenance Plan | |
| Maintenance value | 7% of simulator price (SW & HW) | 10% of simulator price (SW & HW) |
| Reduction on simulator quantity | 5% reduction per simulator (to a maximum reduction of 50% for 2 or more simulators) | 5% reduction per simulator (to a maximum reduction of 50% for 2 or more simulators) |
| Special discount on 3 years | 20% on maintenance value | 20% on maintenance value |
| Special discount on 5 years | 30% on maintenance value | 30% on maintenance value |
| Special discount on 10 years | 40% on maintenance value | 40% on maintenance value |
1 Extended hardware warranty may not be renewed for more than 5 years from the date of purchase. Extended hardware warranty is valid if customer has renewed the maintenance contract continuously–otherwise a reinstatement fee will apply.
2 Discount may be applied after one year.
3 The Maintenance/Service Plan does not apply to simulators including more than 100k USD in Research and Development costs, or to products not included in OPAL-RT’s current portfolio.