Our team of technical experts are here to support our customers in the automation of their business processes using OpCon. We are committed to providing reliable and prompt service as we understand the urgency that drives your need for support. Customers can trust us to be the authority on all things OpCon.

Customers have access to a Support Technician for all currently supported OpCon releases, 24x7 telephone support for OpCon production outages, and access to the OpCon User Community. Customers also receive access to patches for all supported releases, a Knowledge Base and our enhancement site, SMArt Ideas.

Please view of terms and conditions here.

OpCon versions are supported for 3 years after their release date. Contact your account representative to discuss options for upgrading your environment.

All Supported releases of OpCon can be found here.

There are two ways to open a support ticket:

Option 1 - The OpCon Customer Community. Here customers can open a ticket, check the status of an existing ticket or access your OpCon license. You can access the OpCon User Community by clicking here. All non-production cases should be opened via the OpCon User Community.

Option 2 – Phone. Phone support is for Customers experiencing a production outage or need emergency assistance. This number is staffed 24 hours per day, 7 days per week for Production Outages (P1 or P2). Please refer to our Support Priority Levels to see if you are experiencing a P1 or P2 issue.

All calls received that are NOT Production Outages (P1 or P2) are subject to a fee of $250 per hour.

If contacting us outside of normal business hours via the telephone, leave a message and the system will page the on-call person.

All other inquiries should be submitted via the OpCon User Community and a Support Technician will reach out the next business day.

Customers contacting support that are on unsupported releases will be subject to a fee of $250 per hour. All Supported releases of OpCon can be found here.

SMA Technologies Technical Support teams are available globally for our clients for Priority 1 and Priority 2 Production Outages and Emergencies. The phone information is provided below for your urgent support needs.

Production outages applies to your production OpCon system where it is experiencing one or more of the following:

• Loss of communication occurs to or from an Agent or the Database
• SMA Service Manager or its applications are non-responsive or will not stay running
• Any process where there is NO workaround available