1 Year Customer Support (Includes JonJon.ai + License Management Portal + Customer Success via Phone/Email)
Your Software Toolbox Support Agreement gives you four tools that work together to keep your operations running — because industrial software doesn't fail at convenient times. It fails during a production run, at the start of a shift, or in the middle of an emergency.
This 1-Year Customer Support plan includes:
| jonjon.ai — AI-powered answers, available 24/7, in multiple languages | |
| Human Expert Support — real engineers who know TOP Server, OPC Router, Cogent DataHub, OmniServer, and N3uron inside and out | |
| License Management Portal (Activation Center) — self-service license activation, transfer, and recovery, available anytime | |
| License Maintenance — free upgrades, security patches, and new features for any version released during your active agreement |
The same team that wrote the documentation is the one answering your ticket.
Ask jonjon.ai now | Open a ticket | See full support coverage details
- Support Coverage Overview — full breakdown of what's included in every Support & Maintenance plan
- jonjon.ai — AI-powered support agent, available 24/7
- Open a Support Ticket — submit a request to our engineering team (Mon–Fri, US Eastern business hours)
- License Activation Center — self-service activation, transfer, and license recovery
- Knowledge Base — searchable library of KB articles and how-to guides
- Downloads — latest product versions and updates
- Support Testimonials — customer reviews of the support experience
- Latest Product Updates (Blog) — release notes and version history
- Request a Renewal Quote — for renewals, reinstatements, or co-terming multiple products onto one date
Call us:+1 704-849-2773 (US & Canada) | +1 888-665-3678 (Global)
8:00 AM–5:00 PM US Eastern, Monday–Friday
Email:support@softwaretoolbox.com
Built-in with every Software Toolbox Support & Maintenance agreement
- Troubleshooting of post-deployment errors and unexpected behavior
- Workaround guidance while patch updates are in progress
- Configuration and log analysis to pinpoint issues in the connectivity stack
- Deep protocol expertise: OPC UA, OPC Classic, MQTT, REST, Modbus, Allen-Bradley, Siemens S7
- Priority access to Professional Services when your project needs it
- Self-service license activation, transfer, and recovery — 24/7, no support case needed
- Enterprise license tracking (license numbers, expiration dates, purchase order history) in one view
- AI-powered troubleshooting via jonjon.ai — trained on 30+ years of help files, KB articles, support history, and product documentation
- Live human support via phone, email, or Teams screen-share with product specialists
- Deep protocol expertise: OPC UA, OPC Classic (DA/HDA/AE), MQTT, REST, Modbus, Allen-Bradley, Siemens S7
- 24/7 self-service License Management Portal for activation, transfer, and recovery
- Free upgrade eligibility for any version released during the agreement period, including major releases
- Security patches, bug fixes, and protocol compliance corrections included with every release
- Priority access to Professional Services when a project needs hands-on implementation
Your support agreement covers troubleshooting, licensing, and product expertise. When a project requires hands-on implementation, architecture design, or custom development, that falls under Professional Services — a separate, scoped engagement.
| Included with this support agreement Support & Maintenance
| Separate engagement, billed by the hour When to Engage Professional Services
|
Good to know: Support does not include solution design, custom architectures, owning a project outcome, or repeated implementation work that substitutes for a system integrator.
End-of-life products: Troubleshooting support is not available for product versions that have reached end-of-life. Customers on an active Support & Maintenance agreement have access to current releases — upgrading to a supported version is required to receive technical assistance.
Renewals: Our team reaches out approximately 100 days before renewal with a quote. If your support has lapsed, or you'd like to co-term multiple products onto a single renewal date, request a renewal quote anytime.
jonjon.ai — 24/7 AI-Powered Support
- Trained on 30+ years of help files, KB articles, support history, and product documentation across the full portfolio
- Built for OPC, MQTT, and industrial protocols — precise answers for TOP Server, OPC Router, Cogent DataHub, and more
- Available 24/7 in multiple languages — troubleshoot at 3 a.m., on weekends, or in the language you work fastest in
- Instant resolution or handoff — most questions answered immediately; complex cases escalate to our engineering team
Human Expert Support — Real Engineers, Real Solutions
- Product specialists with hands-on knowledge of TOP Server, OPC Router, DataHub, OmniServer, and N3uron
- Live Teams troubleshooting — we join your session, review logs, replicate the issue, and work through the fix together
- Deep protocol expertise across OPC UA, OPC Classic (DA/HDA/AE), MQTT, REST, Modbus, Allen-Bradley, and Siemens S7
- Available 8am–5pm, Monday–Friday, US Eastern
License Management Portal (Activation Center) — Your License, Your Control
- Activate instantly — no waiting for business hours; new licenses go live immediately
- Transfer on your schedule — move licenses before planned hardware replacements or migrations
- Self-recover after failures — generate new activation IDs after hardware failure, power events, or VM rollbacks
- Full history and enterprise view — track all licenses across accounts in one place
- Available 24/7 for self-service
License Maintenance — Stay Current, Stay Protected, Stay Eligible
- Upgrade eligibility for any version released during your active period at no additional charge, including major releases
- Security patches and bug fixes with every release, including critical stability fixes and protocol compliance corrections
- New features and improvements as they ship, not just maintenance releases
- Windows and firmware compatibility updates to keep your connectivity software supported
Ratings & Reviews
11 reviews
Fast and Thorough
by Hhbauss -
The Software Toolbox team was fast to respond and provided updated information that was outdated on the website. I was able to have success and I wish more support was this helpful and thorough!
Knowledgeable Help
by Heupel -
I was very new to this type of software. The Software Toolbox Team was very knowledgeable and able to help me figure out where I was making my mistake.
Quick, Helpful and Efficient
by Adelaide Belanger -
The service was quick, helpful and efficient. I really like the follow ups and the help I got from the Software Toolbox Team
It is really rare these days that we receive a great support like your team did.
Attentive and Responsive
by Youssoupha Mbaye -
The technical Consultant that handled my case was very very attentive and responsive. Communication was fluid and the technical recommendations precise.
Best Support Experience
by Stefan Haugseth -
Everything was solved within a few hours. As always the best support experience.
Extremely Knowledgeable
by Gcapiau -
It is always a pleasure in doing business with Software Toolbox. They know their stuff extremely well. For instance: they can read a wire shark log as a newspaper
Super Helpful and Persistent
by Michael Hart/ASCO Power Technologies -
The Software Toolbox support team was super helpful and persistent in solving the issue. Everything seems to be resolved now. Overall, this experience was super smooth and as enjoyable as technical trouble shooting could possibly be
Knowledgeable and Dedicated
by Rubenwms -
Keep up the good job. The people I work with and I appreciate your staffs knowledge and the efforts put forth to help.
Exceptional Service
by Richard Hart -
You never ever disappoint me with your exceptional service. Everything is always answered promptly, concisely and accurately. I really wish that other vendors in the Automation software space had support skills of even 10% of what yours' are.
Helpful Configuration Support
by Akash Gor -
The Software Toolbox Team provided good support during our preFAT stage & was very helpful in resolving Datahub & Top Server configuration issues.
Truly Exceptional Tech Support
by Elia Frati -
Great assistance. Quick answers. Problem fixed in a short time