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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:
Enterprise Active Support Services offers customers all the features of Standard Support plus:
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:
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.
The technical support operations center will follow the holiday schedule below for 2018: