There are two levels of Maintenance and Warranty Services Program; Premier and Standard.
Both MWS programs are an annual agreement that is invoiced on a monthly basis.

Kiosk and Computer Hardware Warranty
  • Kiosk and computer hardware is warranted against defects and will be repaired or replaced at no cost. 
  • Damage to the kiosk or computer hardware as a result of neglect, failure to perform regular scheduled maintenance and cleaning, fire, water damage, theft, natural disaster, or vandalism is not covered under the Maintenance and Warranty Services Program and should be covered under the Licensee’s property insurance policy.
System Monitoring
  • OpenTech will monitor the performance and status of the kiosk during existing technical support hours of operation, provided Internet access to the kiosk is available.
  • OpenTech will proactively open a trouble ticket for any problems discovered and work to resolve the issue.
  • Status conditions monitored include: system availability, system errors, component malfunctions, etc.
Software Upgrades and Enhancements
  • All published INSOMNIAC software upgrades and enhancements will be distributed electronically at a minimum of every 12 months. 
  • Management software interface upgrades and enhancements will be made available when the management software is upgraded. 
Technical Support (602 749 9370 x302)
While we make every effort to provide our customers superior customer service we must prioritize our response to meet the needs of the most sever issues first.  The following defines the different levels of Severity.

Severity 1:  Kiosk is not operational.
  • Computer is not operating
  • Touch Screen AND keyboard are not functioning
  • Kiosk is not communicating with the Property Management Software
Severity 2: A transaction has failed.
  • Customer is at kiosk and called in from kiosk
  • Rental or Payment transaction failed for a reason other than Credit Card was declined.
Severity 3: A component of the kiosk is not operating properly.
  • Printer is not working
  • Credit Card reader is not reading cards
  • Etc.
Severity 4:  General question on how something on the kiosk works.
  • How to print reports
  • How to reload paper
  • How to empty bill acceptor



Standard Technical Support is provided over the telephone (602 749 9370 x302) during the hours of 7:00am – 5:30pm (MST) Monday Through Friday and 7:00am -1:00pm on Saturday.  Issues may also be reported via email to support@opentechalliance.com. An OpenTech technician will respond to within 24 hours Monday thru Friday.   

Premier MWS also includes the following:
On-site Technical Support
In some cases a certified OpenTech Field Technician may be dispatched to the installation site.  This service is done at OpenTech’s sole discretion and at no charge to the customer. If the problem is determined to be the actions or neglect of the facility manager, the customer will be billed for the travel expenses associated with the on-site service call.  Customers are expected to make reasonable efforts to assist in diagnosis and resolution of any reported problem.

Standard MWS Optional Service:
On-site Technical Support
In some cases a certified OpenTech Field Technician may be dispatched to the installation site.  With the Standard MWS program this service will be based upon requests from customers and a fee will be charged.  The fee is $250 per call for the first three hours and then $100 for each additional hour the technician is on-site.  Travel expenses are covered by OpenTech Alliance.

OpenTech will complete any required on-site service for the first 90 days from delivery of INSOMNIAC at no charge.