Support for the stack you actually run — SQL, SPARQL, drivers, and the agents built on top.
From an ODBC driver that won't connect to a target database, to an ABAC policy that needs tuning, to an OPAL harness (or one of its components) that needs to be set up or optimized for an AI agent, our support team of technical specialists helps you install, configure, and optimize — on the same Bronze, Silver, and Gold plans that have supported Virtuoso and UDA customers for years, now covering OPAL too.
Bronze · Silver · Gold · Community Forum · Documentation
Support that lowers the cost of getting it right#
Our support services provide a variety of support solutions that lower costs associated with technology evaluation, implementation, and rollout — whether what you're rolling out is a Virtuoso cluster, a UDA driver estate, or the first OPAL Agent your team has shipped to production.
Get going faster
Get going faster with our Data Access, Integration, and Management technology — installation and configuration guidance that applies as much to an MCP-accessible Tool as it does to an ODBC DSN.
Automate management
Automate management of your environment, so ABAC policies, driver estates, and OPAL Skill deployments stay consistent as they grow instead of drifting into one-off configurations.
Focus without distraction
Focus on what matters without distraction — let support carry the connectivity and governance questions so your team stays on the agent, application, or analysis it's actually building.
Manage and minimize risk
Manage and minimize risks, from a misconfigured identity scope to a driver upgrade that could touch production — reviewed before it becomes an incident.
Highly-skilled consultants
Leverage highly-skilled consultants and a community of subject-matter experts — the same people who build Virtuoso, UDA, and OPAL are the ones answering the case.
Empowered to help
Support staff are empowered to help you accelerate productivity — acting as your direct conduit to OpenLink's technical resources, from installation to best practices.
Three plans, matched to how your team works#
Every plan covers Virtuoso, UDA, and OPAL — the difference is scale and response commitment, not which products are in scope.
Individual developers
Bronze Support is recommended for individual developers needing technical support during business hours (9–5PM) — the plan for the developer building a first OPAL Skill or wiring up a single UDA driver.
Project teams
Silver Support is recommended for project teams that require technical support services during business hours — shipping a Virtuoso-backed application, an OPAL rollout, or a driver estate across a team, not a single developer.
Projects & departments
Gold Support is recommended for projects and departments that require support, in addition to custom development and consulting services — where a support case is one input, and a Forward Deployed Engineering engagement is the other.
Support scoped to how you work with OpenLink#
Customer
Running Virtuoso, UDA, or OPAL in your own environment, with a direct support relationship.
Integration Partner
Building solutions on OpenLink technology for your own clients, with support that scales across engagements.
ISV
Embedding UDA drivers or Virtuoso connectivity inside your own packaged software product.
OEM
Redistributing OpenLink technology as part of your own hardware or software offering.
Documentation and community, before you open a case#
Keep support continuous, and renewals stay simple#
This policy applies to maintenance and support for Virtuoso, UDA, and OPAL under the Bronze, Silver, and Gold plans. Where a customer has a signed agreement with different terms, the agreement takes precedence.
Annual term#
Maintenance and support is purchased for a twelve-month term, starting on the date the licenses are delivered or the previous term ends. Each term includes updates and technical support at the plan you choose.
Annual price#
At renewal, the price of maintenance and support increases by the lesser of OpenLink's standard annual increase or the consumer price index (or the local inflation index) for the period. Renewal quotes are issued before the current term ends.
One plan per license set#
All licenses of a product in one license set are supported at the same plan. To reduce coverage, reduce the license set by terminating the licenses you no longer use; a subset of one set cannot be supported on its own.
Reinstatement after a lapse#
Support lapses when a term ends without a renewal order. A customer can reinstate it at any time, with a reinstatement fee in addition to the support fee for the new term.
Support that lapsed
Reinstatement fee: 150% of the last annual support fee paid for the product, prorated from the date of the new order back to the date support lapsed.
Support fee: the last annual support fee paid, for a new twelve-month term starting on the date of the new order. Reinstatement carries a minimum term of one year, charged at standard (non-discounted) prices.
Support never purchased
Reinstatement fee: 150% of the support fee that would have been charged at the price in effect on the date of the new order, prorated back to the original license order date.
Support fee: the annual fee at that price, for a new twelve-month term, charged at standard (non-discounted) prices.
Worked example#
A customer paid an annual support fee of 10,000 and let the term end. Three months later they order support again. The reinstatement fee is 150% of 10,000, prorated for 3 of 12 months: 3,750. The support fee for the new twelve-month term is 10,000. The total due is 13,750, and the new term runs twelve months from the date of the order.
Renewing before the term ends avoids the reinstatement fee. To renew, or to ask about a lapsed term, contact us and we will send a quote.
Older releases stay supported, and the price reflects the effort#
Every major release of Virtuoso, UDA, and OPAL moves through three stages, counted from the date the release became generally available. The stage of a release sets what support includes and the price of maintenance and support for it. Where a customer has a signed agreement with different terms, the agreement takes precedence.
Current#
Full maintenance and support at the plan price: updates, fixes for defects and security issues, and technical support at your plan's response levels. The standard annual price applies.
Mature#
Technical support continues at your plan's response levels. Fixes are limited to security issues and defects that stop production use, and we recommend an upgrade path with each case. Maintenance and support is priced at 120% of the standard annual price.
Retired#
Technical support for configuration and known issues, using fixes that already exist. No new fixes or updates are produced for the release. Maintenance and support is priced at 150% of the standard annual price, and the release stays covered for as long as support is continuous.
How the stage affects price#
The stage multiplier applies to the annual price after the yearly increase described in the annual price policy above. The price changes at the first renewal after a release enters a new stage, never in the middle of a term. We announce each stage change at least twelve months before it takes effect.
Upgrading returns you to the standard price#
Moving to a current release returns maintenance and support to the standard annual price at the next renewal. We will help you plan the upgrade, and Professional Services can carry it out.
Lapsed support on a mature or retired release is reinstated at the stage price in effect on the date of the new order, under the reinstatement terms above. To find the stage of the release you run, or to plan an upgrade, contact us.
How to get the most from OpenLink support#
This guide takes you through a support case from start to finish: who to contact, what support covers, how we rate the seriousness of an issue, and how to open, manage, escalate, and close a case. It applies to Virtuoso, UDA, and OPAL under the Bronze, Silver, and Gold plans, and is updated from time to time.
Who to contact for what#
Technical support
Root cause analysis, checking product configuration, analyzing logs and error messages, troubleshooting product issues, how-to guidance, best-practice advice, bug fixes, and pointers to documentation and knowledge base articles.
Your account manager
Licensing, purchases, renewals, evaluations, and pre-sales questions. For a quote to renew or to reinstate lapsed support, contact us.
Eligibility#
Technical support is available to customers with an active maintenance and support agreement. Each license includes at least one year of support and product updates; renewing keeps both continuous.
Languages#
Support is provided in English, in writing and by phone.
Product lifecycle#
What support includes for a release depends on its stage. Older releases remain covered under an active agreement, and we recommend upgrading to a current release. See the product lifecycle policy.
Scope of support#
Included
- Checking product-specific configuration
- Analyzing error logs and traces
- Troubleshooting core product issues
- Guidance on product usage (how-to questions)
- Best-practice advice
- Bug fixes
- Referrals to documentation and knowledge base articles
Outside support
- Custom development, such as writing your applications, queries, or OPAL Skills
- Consulting, design, and architecture work
- Troubleshooting third-party products beyond the point where the cause is shown to lie in them
For work outside support, Professional Services can help.
Severity, priority, and business impact#
Three terms describe an issue, and they are not the same. Severity is the condition of your system when you open the case. Priority is how important it is to you to have the issue resolved; tell your support engineer. Business impact is the effect on your business operations.
System unavailable
A production system cannot be used for business and there is no workaround, for example every connection to the database fails after an upgrade.
Restricted operations
A production system works but a major function is impaired, for example queries intermittently stall for a minute and users abandon their work.
Minor impact
A function is impaired but a workaround exists, or the issue is in a non-production system.
Question or request
A how-to question, a documentation issue, or a request for an enhancement.
We may adjust the severity of a case to match the condition of the issue as our support engineer understands it. Response targets for each severity are set by your plan and listed in your support agreement; they are service objectives, not legal commitments.
Before you open a case#
Searching existing answers is often the fastest route, and it saves a case. Start with the documentation, community forum, and blogs above. The forum is the place for questions that do not need a fast response, and OpenLink engineers monitor it.
Opening a case#
With an active agreement, open a case in the support system. The more you include, the faster we resolve it:
- The product, version, edition, and operating system, and for a driver the database and client application
- What you expected, what happened, and the exact error messages and codes
- The steps to reproduce the issue, and whether it started after a change or upgrade
- Logs and traces from the product and the driver, attached to the case
- The severity, and the business impact
Managing your case#
Case essentials#
Read your engineer's comments and reply promptly, give as much detail as you can, attach everything needed to reproduce the issue, and stay active so the case is not closed early.
Case teams#
To keep colleagues informed, ask your engineer to add them to one case, or to create a permanent team that is added to every new case from your organization.
Escalating#
Escalate when there is a high risk of interrupting business operations, production is critically affected, or the timeliness of service falls short of what you need. Tell your engineer or use the support system; if that is not enough, ask for the support manager, with the case number and the reason.
Closing, reopening, and feedback#
Close a case when your issue is resolved, or taken as far as it can go within the scope of support. If you solved it yourself, tell us how, because the answer helps other customers. Our engineer may also close a case once a solution is provided; in rare cases where no resolution exists, we close it with the information we have that could move your project forward. If the same issue recurs on the same system within 30 days of closing, reopen the case; otherwise open a new one. When a case closes, we send a short survey, and we read every response.
Working with us#
We aim for a respectful, professional experience for everyone, so please be kind, avoid demeaning, aggressive, or intimidating language, and keep your language professional. If interactions become abusive, we may ask that the behavior stop, end calls or meetings, and, where needed, withdraw access to the support system.
If you find a security issue in a product, report it through your case and we will work with you on it.