Support Services
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Learn about product support for the Software AG community.
Standard Maintenance & Support Services:
Get expert support directly from the source.
Your IT systems are critical to your business. Rely on our Standard Maintenance & Support Services to help you maximize your system uptime and provide expert help when you need it. If something goes awry, our experts are a trusted extension of your IT staff, helping safeguard your systems and resolve issues as quickly as possible.
Our Standard Maintenance & Support Services for Software AG customers with a current maintenance contract includes the following:
| SUPPORT SERVICE | WHAT YOU CAN EXPECT |
|---|---|
| Empower/ARIS Solution Database | Empower is Software AG's Global Support Services extranet, available online 24/7. It provides fast interactive incident management access, product information and fixes, and connects with our Knowledge Center and many communities. ARIS customers with a valid maintenance contract can use the ARIS Solution Database and enter tickets via phone (+800 ARIS HELP), e-mail ( arissupport@softwareag.com ) or Online Customer System. |
| Committed reaction times | Support incidents are classified as standard, critical or crisis with committed response reaction times of one business day, four business hours and one business hour, respectively. |
| Product phone support | We speak your language! Count on product support services in many local languages during local business hours. |
| Remote diagnosis | Should production downtime occur, our support specialists can remotely access your systems to diagnose issues. |
| Software upgrades | Choose to receive upgrades either through your sales representative, product support specialist or online via Empower. |
| Documentation updates | Choose to view product documentation either online or in CD format. |
Learn more about our Standard Maintenance & Support Services. For additional and customized support services, take a look at our Premium Support Services.
