Tech­ni­cal Support

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

*Please note that clients on the Essential contract can still call in for after-hours support, but will be billed at our regular consulting rate

Support Technicians also assist with specific automation needs that arise at your site as listed below. When you open a support case pertaining to one of these needs, the Support Technician will work with you to assess and complete the work. The work is a paid service which is invoiced at $250 per hour.

- Assistance configuring New or Existing Schedules, Jobs, Agents, Utilities or Connectors
- Assistance implementing Database Replication, Mirroring or Clustering
- Assistance migrating OpCon or the Database to a new server(s)
- Assistance performing an OpCon upgrade to a major release, including agents and connectors
- Customized DB Queries for reporting needs
- Support of Custom or Legacy Code, Utilities and Scripts
- Troubleshooting environmental changes that have affected your OpCon processes

Please view of terms and conditions here.

Con­tact­ing SMA Cus­tomer Support

There are three ways to open a support ticket:

Option 1 - The Customer Community. Here customers can open a ticket, check the status of an existing ticket or access your OpCon license. You can access the Customer Community by clicking here.

Option 2 – Email. Customers can send an email to SMA Customer Support at support@smatechnologies.com. A ticket will be opened in the Customer Community and a technician will respond within one business day.

Option 3 – Phone. Customers can call SMA Customer Support by reaching out to your support office. This is the best method to use when you have a production outage or need emergency assistance. This number is staffed 24 hours per day, 7 days per week for High Priority needs.

After-hours and unsup­port­ed ver­sions policy

Customers may also contact us outside of normal business hours for Production Outages (P1 or P2) 24 hours per day, 7 days per week. Please refer to our Support Priority Levels to see if you are experiencing a P1 or P2 issue. 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 Customer Community or customers can email us at support@smatechnologies.com and a Support Technician will reach out the next business day.

All calls received outside of normal business hours that are NOT Production Outages are subject to a fee of $250 per hour.

All calls received for unsupported versions of OpCon are subject to a fee of $150 per hour during normal business hours and $250 per hour outside of normal business hours.

Cur­rent sup­port­ed ver­sions of OpCon

OpCon releases are supported for 3 years after their publication date. Please reach out to your account representative to discuss options for upgrading your environment.

What is a pro­duc­tion outage?

Production outages are scenarios where your production OpCon system 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

Cer­ti­fi­ca­tions

SMA Technologies is currently ISO 27001:2013 certified

For our Managed Automation Services, we have a SOC 2 Type 2 Attestation report.