Technical Support Operations Center
Software AG Government Solutions is pleased to offer our customers a dedicated Technical Support Operations Center structured to meet the specific security needs of our federal government and supplier customers.
Technical Support
We’re always here to provide direct support.
Support Options
Your IT systems are critical to your agency. To ensure we can support you with any incidents or issues, provide you with fixes and updates, as well as give you access to self-service help that best suits your agency’s needs, we offer outstanding support options:
Standard Support Services offers customers:
- New version/significant enhancements/major functional improvements
- 24/7 access to Software AG’s Support Portal
- 9×5 telephone support for critical and standard incidents
- 24/7 support service for crisis incidents
- 7 Authorized Technical Contacts (ATCs)
Enterprise Active Support Services offers customers all the features of Standard Support plus:
- Report critical and standard inquiries 24/7; Global Support will meet reaction timeframes and begin working on the solution
- Prioritized queuing of incidents
- Unlimited number of ATCs
To supplement these great Support programs, we also offer Enterprise Premium Support Services which can be elected on an à la carte basis. These services include:
- Customer Success Manager
- Designated Engineer
- After-business Hours Support
- End-of-Maintenance Extension
- Jumpstart program
- Installation Support
- Go-Live Support
- Upgrade Support
- Health check
Contact Support
Visit our online support site
Open a support ticket via Software AG’s customer portal in the eService section. Tickets will be routed to a U.S. citizen, specializing in the relevant product area. Note: eService is not available currently, please use one of the next two methods.
Submit a Request
Fill out the Technical Support Request form below and be sure to include the requested information and details describing your issue.
Call our technical support hotline
Call our free hotline number (800-525-7859), which is staffed by U.S. citizens Monday-Friday from 9:00 AM to 6:00 PM Eastern time, excluding U.S. holidays listed below. For after-hours, weekends, and holidays, callers will have the option to be transferred to an on-call member of the Software AG Government Solutions team for urgent issues.
2021 Holiday Schedule
- New Year’s Day (Friday, January 1)
- Martin Luther King Jr Day (Monday, January 18)
- President’s Day (Monday, February 15)
- Memorial Day (Monday, May 31)
- Juneteenth (Friday, June 18)
- Independence Day, observed (Monday, July 5)
- Labor Day (Monday, September 6)
- Veterans Day (Thursday, September 11)
- Thanksgiving Day (Thursday, November 25)
- Day after Thanksgiving (Friday, November 26)
- Christmas Eve (Friday, December 24)
- Christmas Day, observed (Monday, December 27)