OnAirWare Support and Service

If you need help with a specific software question, please contact us at support@onairware.com or reach us some other way, as listed here.

Our support services are available to all of our users through our annual support program.  As a participant in the program, you receive:

1. Access to technical support.
2. Access to free software updates as they become available for the covered programs.

“Support” includes our communication with your staff by email, fax, modem, phone, or other methods regarding the operation, setup, or troubleshooting of your system.

Off-Air emergencies are given top priority, and we normally respond within the hour.  For other issues, email is the preferred method for reporting problems or questions, and we usually respond the same day.  We will respond by email, fax, or phone as appropriate.  When possible and appropriate, we will also access your system remotely by modem or Internet.  For other than Off-Air emergencies, phone support hours are generally 12p – 5p Eastern, or by appointment.

You will receive assistance from knowledgeable people with expertise in our software and radio in general.

Pricing:

As of this writing, the basic annual support fee is $450 per workstation or studio.  For "office" machines that use our software only for scheduling, etc., the annual fee is $100.  All new systems are automatically included in the plan for the first year.

Discounts are available in some cases, including Non-Profit, Small-Market, and Large-Quantity discounts.  Even before these discounts, our fees are lower than any we have seen in the industry.  Why so low?  Two reasons:  It is our goal to provide the most cost-effective solution for you and your station, and good, reliable software costs less to support.  Also, we do not offer a "premium" support plan because all of our customers are important to us.  We do not feel a need to charge you an extra fee to make you feel that way.

On-Site Service:

More in-depth training and installation assistance is available by having one of our experts come to your facility.  For most new system installations we insist upon including this service...  We have made exceptions, but we feel strongly that personal involvement on-site is the best way to make sure you get started off smoothly, and it will save you money and frustration in the long run.

Whether it is for installation, expansion, training new staff, or any other reason, we are available to travel to your facility.  This service is charged separately from the annual support program.  We charge a very reasonable per-day fee plus expenses for on-site service.

Some support limitations:

We reserve the right to limit the amount of support time for plan members to 4 hours per month per facility.  For plan members who exceed 4 hours per month, the current rate is $50/hour.  However, if the support issues warrant it, or if there was some contributing emergency, we often waive fees for some additional time.  We never charge plan members for excess time without first notifying them that they have reached the limit, and explaining that additional time will need to be charged.  We appreciate your business, and we only charge plan members the hourly fee in extraordinary cases.

For non-plan members, the current rate is $100/hour, 2 hour minimum per incident.  Non-plan members also do not have access to periodic software updates, which can make support difficult.  We really encourage you to be on the support plan.  The annual support fees are not "license" fees.  Once you have purchased a valid software version you have the right to use the software as long as you like...  But it is really to your benefit to keep your system running smoothly, and receive new fixes and features regularly, by being on the plan.

It is not possible for us to use support time to train people on the basics of computers or radio.  You will be best served by having someone on staff with basic knowledge and experience with Microsoft Windows and the OnAirWare software in question.  It is also not possible for us to operate systems for our customers.  While we are happy to walk you through a procedure once or twice as necessary, our job is to make sure you know how to do it, not for us to do it again next time.

As part of our support services, OnAirWare will consider a computer that is running our software to be a "dedicated" machine, and not a general-purpose computer. Especially for units that are being used "on the air" or for critical automated operation, you should not assume that you can run ANY other software on that machine. This is especially true for: web browsing, email, Internet chat, file sharing/swapping utilities, etc. Often certain programs like audio editors are acceptable when properly installed and configured not to conflict with the functions of the OnAirWare software. However, compatability is not guaranteed, and your installation or use of any third-party software (or even operating system changes or updates) is at your own risk, and as part of trouble-shooting, maintenance, or problem resolution OnAirWare may disable or uninstall any software from any system that we support.

Hardware warranties are often available through the respective manufacturers, but OnAirWare itself does not warranty hardware, software, or service in any way.

All fees and policies subject to change without notice.