Customers with support & maintenance agreements have priority for support services provided by phone, email or remote desktop connection. Please include your product and Activation ID information in technical support requests.
- Channels
- Phone, email, remote desktop
- Priority
- Customers with a support and maintenance agreement
- Needed in a request
- Product, version and Activation ID
- Address
- [email protected]
Support and maintenance in three steps
Video transcript
- Stay current: check releases covered by your agreement; evaluate updates in a test environment first.
- Give support the right details: prepare the product, version, Activation ID and error logs. Agreement holders receive priority.
- Plan the change together: take a backup, test the change and validate before production deployment.
Support & Maintenance Program
The Support & Maintenance Program is a comprehensive service plan created for Kepware (Velotic) software applications. The program combines software updates and enhancements with technical support services, keeping your software capable and long-lived.
Review programme coverage
- Product updates and new releases
- Technical support by phone and email
- Problem resolution via remote desktop connection
- License management and transfer support (My Kepware portal)
- Consultancy for new version migrations (including the 7.0 migration guide)
For support requests: [email protected] or the contact form.
How to open a support request
- Collect the detailsProduct name and version, Activation ID, operating system and when the problem started.
- Describe the problemWhat did you want to do and what happened? Include the exact error message and a screenshot if you have one.
- Attach the logsThe Kepware Server event log and the diagnostics of the channel or device involved narrow down the cause quickly.
- Send itEmail [email protected] or use the contact form.
- Solve it togetherIf needed we look into the system together over a remote desktop connection.
Frequently asked questions
Can I get support without an agreement?
Customers with a support and maintenance agreement have priority. Users without one can still contact us and we will clarify scope and terms together.
Where do I find my Activation ID?
Your licence details are shown in the My Kepware portal; see the licensing page for details.
What can I check on my own first?
The knowledge base has solutions for common issues such as Siemens protocol errors, OPC UA certificate warnings and licence transfer.
