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.
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.
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.
Product Lifecycle & Maintenance
Maintenance & Support Policies
The global Maintenance Policy describes the product version lifecycle phases and the maintenance services delivered during each phase.
Product Lifecycle Status
Check the Product Version Availability page for detailed information about maintenance windows for a specific product release level and platform.
Help Number
Call our global support numbers 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.
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.
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.
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.