Support
Every licence comes with support. The plan buys a clock.
Email support is included with every Raylux licence and always will be. No tier of customer gets ignored. What the Support Plan adds is a commitment about when, a phone number, and upgrades across a version generation. It is optional, and plenty of sites will not need it.
What every licence includes
No plan required, no expiry, no separate contract.
| What | Included with a licence | Support Plan |
|---|---|---|
| Email support | Yes, unlimited | Yes, unlimited |
| Response commitment | None — answered as soon as we can | Next business day |
| Phone | — | Yes, during business hours |
| Who answers | The engineering team | The engineering team |
| Updates within your generation | Yes — every 1.0.x release | Yes |
| Crossing a generation | A paid upgrade | Included |
| Bug fixes | Yes — shipped to everyone | Yes |
| The manual and release notes | Public | Public |
A bug that affects a running plant gets fixed and shipped to everybody, plan or no plan. We will not hold a correctness fix behind a support contract, though that practice is common.
The Support Plan
20% of your licence value a year. Optional, and cancellable.
| Support Plan | Detail |
|---|---|
| Price | 20% of your licence value a year |
| A base gateway alone | $199 a year |
| A typical plant — gateway, HMI, historian | About $940 a year |
| Response | Next business day, on a working day in US Mountain Time |
| Phone | Business hours, for customers on the plan |
| Generation upgrades | Included — 1.0 to a future 1.1 or 2.0 at no charge |
| Term | Annual. Lapse it and your licence keeps working |
Your licence never stops working
Raylux licences are perpetual, and the Support Plan does not change that. Let the plan lapse and the software you bought keeps running exactly as it did, for as long as you like. You lose the response commitment, the phone line and future generation upgrades. The product keeps working.
Why a generation upgrade is worth something
A licence entitles every release within its generation, so all of 1.0.x is already yours. A new generation (1.1 or 2.0) means a config schema migration or a breaking change, the kind of thing a plant plans for. The plan covers crossing that line, which is the one upgrade that would otherwise cost you.
Why 20%
It is the industry norm, so you can compare it to what you already pay elsewhere without doing arithmetic. It scales with what you actually bought, so a single skid is not charged like a plant.
Buying it
It goes on the same quote as the licences, or can be added later at any time. Ask and you will get a figure, not a discovery call.
What we are not going to pretend
The part most vendors leave for you to find out.
This is a small team
Raylux is not a company with a follow-the-sun support floor, and saying otherwise would be found out on the first bad night. Next business day is a commitment we can actually keep; four-hour, 24/7 and same-day are not, so they are not offered. If that is the level of cover your plant needs, say so before you buy and we will tell you honestly whether Raylux fits.
There is no 3am number
Not yet. What there is instead: a gateway whose licence is a signed file it never has to phone home about, an operator screen that is never dropped for a licensing reason, and a historian that stores and forwards when the link goes. The design assumes nobody is awake, because for now that is true.
What “next business day” means
A reply from someone who has read your problem and looked at your logs, on the next working day, US Mountain Time. Not an acknowledgement from a ticket system, and not a request for the information you already sent.
Where partners fit
Integrators on the partner programme get their own route, and from Gold upward they sit ahead of general email. If your system was commissioned by a Raylux partner, they are usually the fastest answer: they know your plant and we do not.
Before you write
What turns a two-day exchange into one reply.
| Always include | Why |
|---|---|
| Raylux version | Shown in the console footer and in About |
| Platform | Windows or Linux, and x86-64 or ARM64 |
| What it does instead | The actual behaviour, not the diagnosis |
| When it started | And what changed just before |
| If it involves a device | Why |
|---|---|
| PLC make and model | Driver behaviour differs by family |
| The protocol | And whether it worked before |
| Nexus log lines | Around the failure, not just the last line |
| Tag path | In full, including the provider |
Logs are the most useful thing you can attach. Nexus writes them beside its data directory, and the console has a page for them, so you do not have to find them on disk.
Reaching us
One address for everything: a question before you buy, a licence request, or a plant that is misbehaving. Put the version and the platform in the first message and you will usually not need a second.
Next step
Put it on a real PLC this afternoon.
Everything is free to download and free to try. Start the trial and Raylux is completely unlocked for two hours: every driver, every module, unlimited tags and clients, nothing withheld. When the two hours are up you restart it, as often as you like.