GLOBAL SUPPORT SERVICES

We’re here for your success!

Your success is our #1 priority at Software AG. That’s why our Global Support Services assure your success from Day One of using our software.

Our Enterprise Active Support services are fully focused on providing fast, agile and proactive customer support. They are designed for maximum flexibility and speed to market for your ongoing digital transformation journey.
 

Count on Enterprise Active to:

  • Secure & accelerate your success—with 24/7 technical support, prioritized queueing and faster reaction times from initial installation to after hours and go-live events
  • Guide your success—with customized training plans, best-practice process samples, Customer Success Managers and Designated Engineers
  • Optimize your success—with one-to-one Meet the Experts sessions on topics that are critical to optimizing your landscape and keeping your business responsive

You can always count on us for technical support during normal business hours and 24/7 for crisis incidents, as well as new product versions, patches and fixes.

Need help right now?

Go to our 24/7 Empower portal

ENTERPRISE ACTIVE SUPPORT SERVICES

For your successful Digital Transformation.

Going digital? Don’t go it alone. It’s a fast-changing, highly demanding, customer-centric world. Make the most of it with Enterprise Active Support—designed to deliver the fastest, most agile and proactive support for your Digital Business Platform and mission-critical Adabas & Natural applications. 

To learn more about these services, read our fact sheet, contact your Software AG representative or email EnterprisePremiumSupport@softwareag.com.

Secure & accelerate your success

Services include: 

  • 24/7 phone support for ALL incidents 
  • 24/7 access to Empower 
  • Priority queuing of incidents and two-times faster reaction times over Standard Support 
  • A resolution plan within first four hours for Crisis incidents 
  • Multi-regional support to assist your distributed development and operations teams 
  • Unlimited Authorized Technical Contacts to open new incidents 
  • One-to-one Meet the Experts sessions on topics like go-live planning and configuring & sizing your environment—register now

Guide your success

Services include:

  • Performance.Ready Starter Kit, featuring best-practice process modeling conventions, industry overview models and process examples and KPI modeling examples—register now 
  • A customized training plan after a training needs assessment conducted by our experts—register now
  • Technical documents on topics like platform sizing and performance tuning and more 
  • One-to-one Meet the Experts sessions on topics like: managing release cycles; security/server hardening; and using out-of-the-box templates and reporting—register now

Optimize your success

Services include: 

  • One-to-one Meet the Experts sessions on topics like: 
    -  Analyzing log files
    -  Load balancing/high availability
    -  Performance tuning

  • Register now
  • One-to-one meetings with Software AG product management for product roadmap reviews—register now

ENTERPRISE PREMIUM SUPPORT SERVICES

Because your business is unique, you need personalized support.

Tailor your Software AG support experience. Software AG Enterprise Premium Support Services are fully customizable, allowing you to select options for a portfolio that best meets your unique business needs today and as your priorities change over time.

To learn more about these services, read our fact sheet, contact your Software AG representative or email EnterprisePremiumSupport@softwareag.com.

Customize your support package

Operational Readiness Check

An experienced Technical Engineer provides guidance on product usage, ensures you have the right infrastructure in place, and shares best practices for problem-solving. For new customers!

After-Hours Business Support

Gain access to a designated Technical Engineer on weekends, holidays or business days between 5 p.m. and 8 a.m. on the next business day; ideal when you can use extra help.

Go-Live Support

Assure a smooth production cut-over with on-call dedicated support for consultation, to identify potential risks, and to coordinate across Software AG in the event of an issue

Customer Success Managers

Simplify with one point of contact for your entire Software AG technical relationship. Your Customer Success Manager will be familiar with your specific solution environment to: 

  • Engage with your staff regularly, proactively and reactively
  • Provide technical recommendations and advice
  • Prioritize, track and manage the resolution of your support incidents

Read the fact sheet

Designated Engineers

Build a long-term relationship with a technical expert. Your Designated Engineer’s technical expertise will complement and enhance that of your staff. The Designated Engineer will: 

  • Centrally manage your support incidents 
  • Provide technical expertise for your issues based on specific knowledge of your products and environment 
  • Coordinate open incidents with relevant technicians
Upgrade Support

An experienced Technical Engineer works with your team to consider all aspects of the upgrade, such as sizing hardware; correcting data handling (backup, migrate) and fallback scenarios; performing an upgrade; and also providing after-upgrade care.

Pulse Check

Ensure your Software AG environment is operating at peak performance through performance tests, database structure tests and configuration checks and recommendations on how to optimize your configuration.

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ONE-TO-ONE

Meet the Experts sessions

Choose from a wide range of topics. Free for Enterprise Active Support customers!

Schedule your session
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FAST, AGILE & PROACTIVE

Enterprise Active Support

Discover the ideal services platform, designed for your Digital Transformation.

Read the fact sheet
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SUPPORT: YOUR WAY

Customize your support package

Tailor your support as needed with Enterprise Premium Support Services. Everything from customer success managers to upgrade support.

Read the fact sheet
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