OnAirWare Support and Service
If you need help with a specific software question, please contact us at 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:
- Access to technical support.
- Access to free software updates as they become available for the covered programs.
“Support” includes our communication with your staff by email, 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 or phone as appropriate. When possible and appropriate, we will also access your system remotely by Internet. For other than Off-Air emergencies, phone support hours are 12p – 5p US Eastern, or by appointment.
You will receive assistance from knowledgeable people with expertise in our software and radio in general.
On-Site Service:
More in-depth training and installation assistance is available by having one of our experts come to your facility. Especially for facilities using ATC for the first time, we consider this service essential. We prefer to provide more than just software and systems... we also provide valuable service as a "system integrator" to make sure you are getting the most of ATC in your operation.
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.
Pricing:
As of this writing, the annual fee for support and all software updates is $450 per studio workstation. For "office" machines that use our software only for scheduling and for the "Lite" version the annual fee is $100. (For the "Lite" version, support is provided by email only.) All new systems are automatically included in the plan for the first year.
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.
Some support limitations:
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, ANY other software on that machine, and any hardware connected, will be considered secondary. This is especially true for: web browsing, email, Internet chat, file sharing/swapping utilities, etc. Usually 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.
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 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 to your benefit to keep your system running smoothly, and receive new features, fixes and advice regularly, by being on the plan.
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. All amounts are US dollars.
