When you initially purchase our gateway, this includes the initial gateway setup and 12 months of Full Technical Support. After the first year, your support contract will automatically transition to Standard Support, which includes limited services (see table below).

Why Support matters

“Support is continuous coverage — like insurance. If you only buy insurance after a fire, it’s too late.”

• Guaranteed priority response
• Don't get billed later for unexpected issues
• Stay updated:
  • Active support customers automatically receive validated updates.
  • Notifications about compatibility changes
  • Updated templates, integration guides, or diagnostic tools
  • Priority inclusion for beta or feature previews
  • Software Updates for New features and Performance Improvements

Coverage, not consumption: All sites get the same guaranteed technical response time and access to senior expertise — even if you never use it. That’s what keeps your system stable and your data secure.

Renewal Discount

Because our support includes uninterrupted support, coverage must remain continuous. Full Technical Support customers also benefit from priority access to engineers already familiar with their system. Lapsed contracts require a brief re-onboarding and system verification before reactivation.

To keep Full Technical Support after your first year, you can renew for another 12 months anytime within one month of the contract end date (the renewal window). You can also opt for Standard+ Support at this time.

Renewing within this window means your coverage stays continuous and you avoid the reactivation fee. This renewal discount applies to Standard+ and Full Technical Support taken within the renewal window.

Expired Support

If your support term has expired and a request falls outside the scope of Standard Support, you will be required to purchase a new 12-month Full Technical Support plan plus reactivation fee before assistance can be provided.*

We will inform you a month before your Full Technical Support contract is due for renewal.

* If you believe the issue to be a software bug, we will investigate and if the issue is not a bug, we will expect you to purchase a Full Technical Support contract plus pay a reactivation fee within 30 days.

Comparison of Standard, Standard+ and Full Technical Support