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.
Global technical support contact options
SMA Technologies Technical Support teams are also available globally for our clients and the contact information is provided below for your support 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
Holiday calendars
January 1 – New Year’s Day
January 18 - Martin Luther King Day
April 2 – Good Friday
May 31 – Memorial Day
July 5 – Independence Day
September 6 – Labor Day
November 24 – Thanksgiving, Day Before – (Closing at 12:00 p.m. CST)
November 25 – Thanksgiving Day
November 26 – Thanksgiving, Day After
December 23 – Christmas Eve, Day Before
December 24 – Christmas Day, Day Before
December 31– New Year’s Eve, Day Before – (Closing at 12:00 p.m. CST)
January 1 – New Year’s Day
April 5 – Easter Monday
May 1 – Labor Day
May 8 – Victory Day
May 13 – Ascension Day
May 24 – Whit Monday
July 14 – National Day
August 15 – Assumption Day
November 1 - Saints' Day
November 11 – Armistice Day
December 23 – Christmas Eve, Day Before
December 24 – Christmas Day, Day Before
December 31– New Year’s Eve, Day Before – (Closing at 12:00 p.m. CST)
January 1 – New Year’s Day
January 6 – Epiphany
April 5 – Easter Monday
April 25 – Liberation Day
May 1 – Labor Day
June 2 – Republic Day
August 15 – Assumption Day
November 1 - All Saints' Day
December 8 - Immaculate Conception
December 23 – Christmas Eve, Day Before
December 24 – Christmas Day, Day Before
December 26 - Boxing Day
December 31– New Year’s Eve, Day Before – (Closing at 12:00 p.m. CST)
January 1 – New Year’s Day
April 2 – Good Friday
April 5 – Easter Monday
April 27 – King’s Day
May 5 – Liberation Day
May 13 – Ascension Day
May 24 – Whit Monday
December 23 – Christmas Eve, Day Before
December 24 – Christmas Day, Day Before
December 26 – Boxing Day
December 31– New Year’s Eve, Day Before – (Closing at 12:00 p.m. CST)
January 1 – New Year’s Day
January 2 – Berchtold’s Day
April 2 – Good Friday
April 5 – Easter Monday
April 8 – Näfelser Fahrt
May 1 – Labor Day
May 13 – Ascension Day
May 24 – Whit Monday
August 1 – Swiss National Day
November 1 - All Saints' Day
December 23 – Christmas Eve, Day Before
December 24 – Christmas Day, Day Before
December 26 – St Stephen’s Day
December 31– New Year’s Eve, Day Before – (Closing at 12:00 p.m. CST)
January 1 – New Year’s Day
April 2 – Good Friday
April 5 – Easter Monday
May 3 – Early May
May 31 – Spring
August 30 – Summer
December 23 – Christmas Eve, Day Before
December 24 – Christmas Day, Day Before
December 26 – Boxing Day
December 31– New Year’s Eve, Day Before – (Closing at 12:00 p.m. CST)
Certifications
SMA Technologies is currently ISO 27001:2013 certified
For our Managed Automation Services, we have a SOC 2 Type 2 Attestation report.

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.
Join the conversation