OneRain Customer Support Options

Standard Technical Support

The initial purchase of a OneRain Software License includes the first year of standard technical support. Thereafter, on each annual anniversary, Licensees may purchase standard technical support at an annual price equaling 25% of the current software license fee. Standard technical support shall include the following:

Subscription and Support: OneRain provides continuing subscription and support of the most current release of the software during the annual term. This subscription and support includes correcting material or substantial defects in the software or deviations from the published software specifications.

Telephone Consultation: Standard technical support also includes reasonable telephone consultation for your Agency on the use of the software during OneRain's normal business hours (9am to 5pm MT). OneRain will strive to respond to normal support calls not later than one business day of receipt of the Licensee contact. Customer outages will be treated with the highest priority. OneRain has no obligation to provide onsite support or remote administration of Licensee systems.

 

Remote 24/7 Monitoring & Support

OneRain offers 24/7 Monitoring & Support of your data collection system. In addition to the standard technical support described above, 24/7 Monitoring & Support includes the following additional levels of service:

24/7 Support*: OneRain maintains a staff of support personnel with two people on call at any given time. Upon any interruption of processing detected by the monitoring, OneRain will send out alarms to both the customer's designated support contact and OneRain's 24/7 on call staff. Within 30 minutes of notification, OneRain's staff will attempt to remotely log into the client’s base station(s) and begin the process of diagnosing and trying to fix the problem. If the problem cannot be fixed remotely, OneRain will work with the customer’s designated support contact to solve the problem.

Automated Monitoring: OneRain will set up automated monitoring of the Licensee base station. For clients that use Contrail™® Base Station, OneRain uses the alarm capabilities built into the servers to monitor their health. For clients that use DIADvisor®™, OneRain will monitor the DIADvisor® backup feed, tracking the timeliness of the data, and alarm should that feed stop sending data to OneRain's enterprise. To enable automated monitoring of DIADvisor®, the Licensee must use OneRain's free backup option.

*Remote 24/7 Monitoring & Support requires OneRain to have remote access to the client’s base station.

Latest News

  1. OneRain's Contrail® InventorySolutions™ Version 1.30 Released

    The latest release of OneRain's Contrail® InventorySolutions™ enriches mobile and desktop inventory management capabilities from one web-based central database management tool.

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  2. Contrail 4.0 Released

    Overview
    OneRain is pleased to announce the immediate availability of Contrail 4.0, the fourth major software release of the OneRain-hosted Contrail Web services and licensed server-based Contrail Base Station software.
    About Contrail
    Contrail is a web-accessed full toolset that provides the data collection, visualization, alarm notifications and administration management for real-time hydro-meteorological monitoring systems with 24/7-supported reliability. It delivers gauge data, radar rainfall and third party data (USGS, RAWS, etc.) to information consumers and decision makers via rich interactive reports and dashboards, using maps, charts, graphs, pictures and tables.  Contrail’s user interface has high quality maps with many GIS features, including user-selected layers such as roads, waterways and municipal boundaries. 
    In use for mission-critical decision support operations since 2005, Contrail is available as a hosted service (Contrail Web) and as a standalone local-server based application (Contrail Base Station).
    Contrail 4.0
    Contrail 4.0 is the result of combined client-requested feature enhancements and continued evolution of the operational and administrative functions of the program.
    Contrail 4.0 provides improvements in usability and performance in addition to providing new features. With the release of Contrail 4.0, OneRain looks to enhance and grow its users and supporters.  The version 4.0 release introduces in beta Contrail’s pan-and-zoom map interface.
    Contrail 4.0 Release Highlights:
    Enhanced Mapping option with new Map Pan and Zoom (Beta release)
    New Read-only Server option (Contrail Base Station)
    Support of GoData Data Agent
    InventorySolutions™ is OneRain’s web-based, mobile Inventory application and is now included with all Contrail Base Station software licenses (also as a cost-add option with subscriptions to Contrail Web)
    Introduces Rainfall Intensity Analysis, Time Series Export and Event Data Export in InsightSolutions™ (Contrail Base Station only)
    Support for on-command metadata reload (Contrail Base Station)
    Free Upgrade to Contrail 4.0
    As with previous Contrail releases, we automatically make version upgrades available at no additional cost to all customers who subscribe to Contrail Web and to those who have previously purchased a software license for Contrail Base Station and are current on annual maintenance and technical support fees.
    For Contrail Base Station customers planning to avail themselves of this free upgrade, please contact OneRain at Phone 303-774-2033, or email contrail.support@onerain.com 
    Learn more about what’s new in Contrail 4.0
    We are happy to coordinate a ~30-minute webinar to profile the new features and benefits as well as address any questions you may have.  Please call or send us an email today if you would like to set up a webinar session.   Phone 303-774-2033, or email contrail.support@onerain.com

    OneRain is pleased to announce the immediate availability of Contrail 4.0, the fourth major software release of the OneRain-hosted Contrail Web services and licensed server-based Contrail Base Station software.

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