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Customer Support

Here, you’ll find the tools and guidance you need to access and utilize Global Support effectively. Whether you have questions, require troubleshooting assistance, or need detailed product information, everything is available at this place.

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Customer Support

General Information

Support is the starting point for all Product Support-related information and questions.

Here, you’ll find the tools and guidance you need to access and utilize Global Support effectively. Whether you have questions, need troubleshooting assistance, or need detailed product information, everything is available here.

Review the “Overview Global Support Organization” onboarding presentation of the Global Support organization and processes.

Start searching our Knowledge base for best practices, solutions, or define your own contact or report product-related questions or issues by visiting the Incident Management Portal.

Global Support Services

If you’re interested in additional services beyond your Standard Maintenance & Support Services agreement, learn about our Premium Care Services.

Enterprise Active Maintenance & Support

Maximize your software value with proactive, 24/7 global support and prioritized incident handling. Accelerate your digital transformation with unlimited technical contacts and round-the-clock expert assistance.

Learn more

Standard Maintenance & Support

Essential technical assistance, product updates, and tiered incident management to ensure business continuity. It offers structured response times based on issue severity, ranging from one-hour callbacks for crises to standard business-day support.

Learn more

Enterprise Premium Support

High-priority, on-call access to named support engineers and end-of-maintenance extensions to ensure the stability of mission-critical environments during upgrades, installs, or production cut-overs.

Learn more

Product Lifecycle & Maintenance

Maintenance & Support Policies

The global Maintenance Policy describes the product version lifecycle phases and the maintenance services delivered during each phase.

Show Maintenance & Support Policies
Product Lifecycle Status

Check the Product Version Availability page for detailed information about maintenance windows for a specific product release level and platform.

Show Product Version Availability

Contact Support

The best way to initiate contact with Support is to make the right connection from the start. Here are several components that may help you find the right information and make an informed decision when contacting us.

Help Number

Call the help number +49 61518629044 if you have a technical or function-related question.

Global Support Contact Directory

Find the Global Support Center nearest you and information on how to reach out.

Incident Management Portal

To report product-related questions or issues, log a Support Incident.

Raise a Support Incident

Before You Contact Us

The service we provide is most effective when you contact us with as much information as possible about your question or problem.

Before you open a Support Incident

Search for the error message or problem via the search field in the Incident Management Portal.

Access the Incident Management Portal
When calling in, please have following information at hand to help us in resolving your support issue swiftly:

Support Incident details

  • Your Software AG Support Incident number, if you are contacting us regarding a previously reported issue.
  • Your Software AG customer number.
  • Version, release level and SM/patch level of your Software AG products.
  • Versions of all related software, including operating system, network components, etc.
  • Fixes/patches which have been applied to your Software AG products and any changes that have been made in your environment recently.
  • Specific error numbers and/or messages, where applicable.
  • Sequence of events that led to the error.

Business Impact

Classify the severity of your case according to the following definitions:

  • CRISIS – Severe production outage.
    • NOTE: After opening your crisis incident in the Incident Management Portal, you can CALL your local Support Center for assistance.    
  • CRITICAL – Significant production business impact
  • STANDARD – Visible error or issue

Based on your description of the problem and your assessment of the impact on your business, the Support Consultant will provide assistance in determining the severity level applied to your Incident.

After you open a Support Incident

If you need to send diagnostic data to your Support Incident, follow the instructions on the Diagnostic Information page.

Global Support Contact Directory

Find your local phone number. You can reach us via the phone numbers listed by country below.

North America
Canada
Mexico
USA
South America
Argentina
Belize
Brazil
Chile
Colombia
Costa Rica
Dominican Republic
Ecuador
El Salvador
Guatemala
Honduras
Nicaragua
Panama
Puerto Rico
Uruguay
Venezuela
Europe
Austria
Belgium
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Iceland
Ireland
Italy
Latvia
Lithuania
Netherlands
Norway
Poland
Portugal
Spain
Sweden
Switzerland
Turkey
United Kingdom
Middle East
Bahrain
Egypt
Iran
Iraq
Israel
Jordan
Kuwait
Lebanon
Oman
Qatar
Saudi Arabia
Sudan
UAE
Yemen
Africa
South Africa
Asia Pacific
Australia
China
Hong Kong
India
Indonesia
Japan
Korea
Malaysia
New Zealand
Philippines
Singapore
Taiwan
Thailand
Vietnam

Diagnostic Information

This page provides instructions for transmitting diagnostic data to Software AG for your Support Incidents.

Data Transmission

Software AG respects the confidentiality of our customers and data sent to us by our customers. We strongly recommend that you do not transmit personal or confidential data by any means unless absolutely necessary to assist in diagnosis of a technical problem.

  • Files containing non-sensitive information and that are < 30 MB in size can be submitted as attachments to Support Incidents via the Incident Management Portal.
  • Any files containing sensitive information and any files >= 30 MB can be uploaded to the Secure Attachment Store via the corresponding link in the Support Incident in the Incident Management Portal.
  • If you are not allowed to upload sensitive data to the Secure Attachment Store then please provide us the credentials to your own secured room via the Support Incident.
  • Send DVDs (or other agreed upon physical media) only upon request by Software AG.
About our Secure Attachment Store Dracoon
  • Customer creates Incident that creates a channel for file posting in Dracoon
  • Customer file is loaded into the Dracoon channel, called a data room
  • Global Support accesses the data and review the files in the data room
  • After the incident is closed the data is archived and in six months the data is deleted
  • The data is stored in the cloud
  • Dracoon is highly secure, ISO /IEC 27001 certified; Additional information about Dracoon

More information and tips

Support Phone System

Simple and easy-to-navigate voice menu. Improved English language coverage with our highly qualified support consultants from around the globe, all of whom are proficient in English.

Have your Customer Number ready

Please have your customer number on hand for new Incidents, or the Incident number for callback on an existing Incident.

Issues contacting your local country phone number?

If your country isn’t listed, or you have any issues reaching us through your local number, please call us at +49 6151 862 9044.

Business Hours

If not otherwise stated in your contract, regular business hours for Global Support offices are from 8 AM to 5 PM local time, Monday through Friday (except on holidays). During these hours, our Support Consultants are available for all your support incidents. Outside our standard hours of operation (weeknights, weekends, and holidays) our Support Consultants are available for Crisis incidents depending on your technical service contract.

After-hours support / 24 x 7 support

When calling outside our standard hours of operation (weeknights, weekends, and holidays) support is available for Crisis incidents depending on your support contract.

Your 24 x 7 support call will be transferred to the relevant support personnel.

This type of support is only available through the English-language support numbers.