When you need assistance, getting quick and easy access to the actionable ressource is critical. Opale Systems provides technical assistance, calibration, repair services, and the right documentation or training videos to meet your business objectives and maximize your investment in our products.
Protect your product, protect your investment.
Opale Systems products are supplied with 12 months’ Maintenance Cover and our comprehensive support and maintenance program offers you continuing cover after this period. This ensures that you get the highest return on investment, with up-to-date products and high value support to minimize business down-time.
Our customers around the globe enjoy these benefits of Maintenance Cover:
- Visit https://software.opalesystems.com/ to ensure your Opale Systems solution stays up-to-date with the latest firmware and software – both minor and major upgrades.
- Create and use one or more personal accounts to see all your Opale software products and their Maintenance status at a glance.
- Review the latest versions available and check the Release Notes for detailed descriptions of the new features and bug-fixes.
- Download the latest product enhancements to continue improving efficiency and troubleshooting.
- Upgrades can be released several times in a year and are only available to our customers with valid Maintenance Cover.
- Software updates also keep pace with the evolution of the supported Operating Systems.
- This pathway is our prioritized ‘open ear’ to our customers with Maintenance Cover who wish to contribute suggestions for features and improvements which would make our products better adapted to users’ needs. We review all suggestions and endeavor to implement them, consistent with the product architecture.
- Our highly trained and certified support partners are available to provide direct local assistance, in your time zone.
- Support membership also includes online priority access to our highest technical experts, including some of our developers and product application specialists, ready to answer your most complex troubleshooting questions.
- We keep you working productively by prioritizing resolution of confirmed bugs reported by customers with valid Maintenance Cover.
- Where possible we also suggest work-arounds to provide an even faster solution.
- If your product needs repair, it is covered with hassle-free repair services including labor and parts with first priority, at no charge.
- Where available, a loan unit may be provided to reduce down-time.
- Be aware and be prepared in case of loss: each Opale dongle carries a unique product key representing the full cost of the software – this full cost is normally payable if the dongle is lost, but Opale customers with valid Maintenance Cover may claim one replacement dongle free of charge when a certified statement of loss is presented. (Loss certification form available on request from Opale Systems.)
- Broken or damaged dongles will be replaced for a nominal fee when they are returned to Opale Systems.
- In the case of either loss or damage, Opale keeps your system working by providing you with a temporary product key whilst the replacement is made.
- Calibration is recommended every three years on the DSLA product series. As long as support is valid at the calibration due date, the service is included at no additional charge.
- Your unit will be calibrated within factory tolerances and returned with a brand-new calibration certificate valid for three additional years, but only once it has passed the full suite of Opale Systems’ proprietary test procedures.
- This may require necessary adjustment/repair using approved replacement parts, or firmware updates, which will be applied at no charge.
- Planned for release in 2019.
- Freely access our e-Learning training materials (which are chargeable to customers without Maintenance cover) and become a Certified Professional on Qual IT or MultiDSLA.
- Contact your Opale reseller and get your systems covered without delay.
Getting access to downloads & updates
Software Portal Access
As a Support Program member you will receive an email confirmation as soon as we process your order. Once you receive it, we suggest that you visit our software download and updates portal https://software.opalesystems.com/Account/Register and create an account. This account will allow to register your products and access to "member only" downloads and updates for all your covered products.
Requesting service & technical assistance
Technical Assistance
As a support member, you can easily submit your support requests by email, or via the online "Support Request" form opposite.
Need some help? Get support now !
If you already purchased from one of our local distributors or resellers, we advise you to contact them first. All our distributors and resellers have also been certified as Support Partners, and provide local, high value and quick response. They have a direct access to Opale Systems Support teams, including our development teams for the most demanding issues to solve.
All requests are automatically acknowledged with a generated incident ticket number. If you don't receive any confirmation, please check your spam folder. Our standard delay for 1st response or call back is 1 business day.
Service Requests
All requests for hardware repair or calibration service must go through Technical Assistance above described.
|
Service
|
Process
|
| Technical Assistance |
- Technical Assistance will verify Support membership,
- Our expert will come back to you by email or phone call, to qualify and solve your issue.
- If applicable, your request may be assigned to a Certified Support Partner, for better local support in your timezone.
- If required, your ticket can be escalated to our development team next door.
|
| Calibration |
- Technical Assistance will verify Support membership.
- You will receive an RMA# with shipping instructions by email
- Your unit will be calibrated with priority turnaround once received at our premises (usually 5 open days).
|
| Repair |
- Technical Assistance will verify Support membership
- Our expert will qualify the actual repair needs
- A loaner unit can be arranged if applicable (depends on local support partner presence, spare stock levels).
- You will receive an RMA# with shipping instructions by email.
- Your unit will be repaired with priority first-on-bench service.
|
Please note: You will be asked for your product serial number to verify Gold entitlement.
Exclusive Support Member Offers!
Here you can find privilege offers available for customers under valid support membership only. Check this page regularly to make sure you won't be missing any special deals from Opale Systems.
Enhanced Nodes for Enhanced Voice Services - an exclusive offer !
Purchase VPP now and get $1,000 instant rebate.
With support for sVN (Scalable Virtual Nodes) ending in February 2018, and the new EVS codec support available on VPP, now's the time to make the switch ! Purchase any VPP/VPP+ license before March 31st 2018, and Opale Systems will apply a special rebate of $1,000 value.
If you upgrade a good old sVN node license into VPP, Opale Systems will transfer your remaining support to the new software license.
Get Details What's VPP?
