{"id":855,"date":"2025-09-05T17:13:48","date_gmt":"2025-09-05T21:13:48","guid":{"rendered":"https:\/\/www.softwareag.com\/?page_id=855"},"modified":"2026-08-11T10:57:45","modified_gmt":"2026-08-11T14:57:45","slug":"support","status":"publish","type":"page","link":"https:\/\/www.softwareag.com\/en\/support\/","title":{"rendered":"Customer Support"},"content":{"rendered":"\n
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General Information<\/h2>\n\n\n\n

Support is the starting point for all Product Support-related information and questions.<\/strong><\/p>\n\n\n\n

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.<\/p>\n\n\n\n

Review the \u201cOverview Global Support Organization<\/a>\u201d onboarding presentation of the Global Support organization and processes.<\/p>\n\n\n\n

Start searching our Knowledge base <\/a>for best practices, solutions, or define your own contact or report product-related questions or issues by visiting the Incident Management Portal<\/a>.<\/p>\n<\/div>\n\n\n\n

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Global Support Services<\/h2>\n\n\n\n

If you’re interested in additional services beyond your Standard Maintenance & Support Services agreement, learn about our Premium Care Services.<\/p>\n\n\n\n \n

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Enterprise Active Maintenance & Support<\/h3>\n <\/div>\n\n
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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.<\/p>\n<\/div>\n<\/div>\n\n <\/div>\n \n \n Learn more\n <\/a>\n <\/div>\n <\/article>\n \n

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Standard Maintenance & Support<\/h3>\n <\/div>\n\n
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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.<\/p>\n\n <\/div>\n \n \n Learn more\n <\/a>\n <\/div>\n <\/article>\n \n

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Enterprise Premium Support<\/h3>\n <\/div>\n\n
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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.<\/p>\n\n <\/div>\n \n \n Learn more\n <\/a>\n <\/div>\n <\/article>\n <\/div>\n <\/div>\n <\/section>\n<\/div>\n\n\n\n

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Product Lifecycle & Maintenance<\/h2>\n\n\n\n
Maintenance & Support Policies<\/summary>\n

The global Maintenance Policy describes the product version lifecycle phases and the maintenance services delivered during each phase.<\/p>\n\n\n\n

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Show Maintenance & Support Policies<\/a><\/div>\n<\/div>\n<\/details>\n\n\n\n
Product Lifecycle Status<\/summary>\n

Check the Product Version Availability page for detailed information about maintenance windows for a specific product release level and platform.<\/p>\n\n\n\n

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Show Product Version Availability<\/a><\/div>\n<\/div>\n<\/details>\n<\/div>\n\n\n\n
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Contact Support<\/h2>\n\n\n\n

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.<\/p>\n<\/div>\n\n\n\n \n

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Help Number<\/h3>\n <\/div>\n\n
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Call our global support numbers if you have a technical or function-related question.<\/p>\n\n <\/div>\n \n \n See Global Support Directory\n <\/a>\n <\/div>\n <\/article>\n \n

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Global Support Contact Directory<\/h3>\n <\/div>\n\n
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Find the Global Support Center nearest you and information on how to reach out.<\/p>\n\n <\/div>\n \n \n See Global Support Directory\n <\/a>\n <\/div>\n <\/article>\n \n

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Incident Management Portal<\/h3>\n <\/div>\n\n
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To report product-related questions or issues, log a Support Incident.<\/p>\n\n <\/div>\n \n \n Raise a Support Incident\n <\/a>\n <\/div>\n <\/article>\n <\/div>\n <\/div>\n <\/section>\n\n\n\n

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Before You Contact Us<\/h2>\n\n\n\n

The service we provide is most effective when you contact us with as much information as possible about your question or problem.<\/p>\n\n\n\n

Before you open a Support Incident<\/summary>\n

Search for the error message or problem via the search field in the Incident Management Portal.<\/p>\n\n\n\n

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Access the Incident Management Portal<\/a><\/div>\n<\/div>\n<\/details>\n\n\n\n
When calling in, please have following information at hand to help us in resolving your support issue swiftly:<\/summary>\n

Support Incident details<\/strong><\/p>\n\n\n\n