Contact Support
The best way to initiate contact with Support is to make the right connection from the start. Here are several components which may be helpful in finding the right information so you can make an informed decision when contacting us.
Help Number
Call 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.
Before You Contact Us
The service we provide is most effective if you provide us with as much information as possible about your question or problem when you contact us.
Before you open a Support Incident
Search for the error message or problem via the search field in the top-right corner of each page on Empower.
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.
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 No. ready
Please have your customer number on hand for new Incidents, or 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 via the English language support numbers.