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Technical Support

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.

Support Options

Your IT systems are critical to your organization. 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 organization’s needs, we offer two excellent support options:

Standard & Enterprise Active Support Services (formerly “Premier Support”) for Software AG customers with a current maintenance contract.

Standard Support 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
  • Two-times faster response times
  • Prioritized queuing of incidents
  • Unlimited number of ATCs

To supplement these great Support programs, we also offer Enterprise Premium Support Services (formerly “Complementary 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
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Contact Support

Through our Technical Support Operations Center, customers are provided access to U.S. citizens for managing technical support issues. There are two easy ways to contact support:

1. VISIT OUR ONLINE SUPPORT SITE
To log a trouble ticket on-line, simply go to Software AG’s support site and submit your issue via eService. Your issue will automatically be routed to one of our U.S. citizen technical consultants.

2. CALL OUR SUPPORT HOTLINE
We offer a free hotline number for technical issues.

Technical Support Hotline
1-844-SAGGS-TS or 1-844–724-4787

This hotline will be staffed by U.S. citizen technical support engineers Monday through Friday from 9:00 AM to 6:00 PM Eastern time excluding U.S. Federal holidays.

For after-hours, weekends and holidays, callers will have the option to be transferred to an on-call member of the Government Solutions team for urgent issues.

2018 HOLIDAY SCHEDULE

The technical support operations center will follow the holiday schedule below for 2018:

  • New Year’s Day (Monday, January 1)
  • President’s Day (Monday, February 19)
  • Memorial Day (Monday, May 28)
  • Independence Day (Wednesday, July 4)
  • Labor Day (Monday, September 3)
  • Thanksgiving Day (Thursday, November 22)
  • Day after Thanksgiving (Friday, November 23)
  • Christmas Eve (Monday, December 24)
  • Christmas Day (Tuesday, December 25)
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Want to learn more about our various Support options?

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