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Expertise you can trust

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.

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 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.

Supported Versions of OpCon

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.

Contacting SMA Customer Support

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.

Unsupported versions policy

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.

Global technical support phone numbers

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.

United States

Toll-Free: 1-877-363-2305

France

Toll-Free: +33 (0) 800-775-015

Switzerland

Tel: +41 55 617 36 36

United Kingdom

Tel: +44 (0)203 808 5413

Italy

Tel: +39 (0)2 62 03 30 76

Asia Pacific

Tel: +64 800995012

What is a production outage?

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

Holiday calendars

*Holiday occurs on a weekend, observing on weekday

January 1 – New Year’s Day

January 17 – Martin Luther King Day

April 15 – Good Friday

May 30 – Memorial Day

June 20 - Juneteenth Observance

July 4 – Independence Day

September 5 – Labor Day

November 23 – Thanksgiving, Day Before – (Closing at 12:00 p.m. CST)

November 24 – Thanksgiving Day

November 25 – Thanksgiving, Day After

December 23* – Christmas Eve Observed

December 26* – Christmas Day Observed

January 1 – New Year’s Day

April 18 – Easter Monday

May 1 – Labour Day

May 8 – Victory Day

May 26 – Ascension Day

June 6 – Whit Monday

July 14 – National Day

August 15 – Assumption Day

November 1 – Saints' Day

November 11 – Armistice Day

December 23* – Christmas Eve

December 26* – Christmas Day

January 1 – New Year’s Day

January 6 – Epiphany

April 18 – Easter Monday

April 25 – Liberation Day

May 1 – Labour Day

June 2 – Republic Day

August 15 – Assumption Day

November 1 – All Saints' Day

December 8 – Immaculate Conception

December 23* – Christmas Eve

December 26 – Saint Stephen's Day

December 27* – Christmas Day

January 1 – New Year’s Day

April 15 – Good Friday

April 18 – Easter Monday

April 27 – King’s Day

May 26 – Ascension Day

June 6 – Whit Monday

December 23* – Christmas Eve

December 26 – Boxing Day

December 27* – Christmas Day

January 1 – New Year’s Day

January 2 – Berchtold’s Day

April 7 – Näfelser Fahrt

April 15 – Good Friday

April 18 – Easter Monday

May 1 – Labor Day

May 26 – Ascension Day

June 6 – Whit Monday

August 1 – Swiss National Day

December 23* – Christmas Eve

December 26 – St Stephen’s Day

December 27* – Christmas Day

January 1 – New Year’s Day

April 15 – Good Friday

April 18 – Easter Monday

May 2 – Early May

June 2 – Spring

August 29 – Summer

December 23* – Christmas Eve

December 26 – Boxing Day

December 27* – Christmas Day

Step into the Innovation Lab

Innovation Lab is the new community resource hub for users to share their solutions and expertise in OpCon. It is driven by users and managed by a committee of SMA volunteers utilizing the Github platform.

Smart-ideas-icon

Engage with the automation community with SMArt Ideas

SMArt Ideas allow our users to submit questions and comments based on their personal interactions with the OpCon system, features, and add-ons. Our portal allows you to speak with others to discover new ways to perform tasks and to provide suggestions for new features in future releases. Sign in and submit your SMArt Ideas now.