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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 2 - New Year’s Day
January 16 - Martin Luther King Day
April 7 - Good Friday
May 29 - Memorial Day
June 19 - Juneteenth
July 4 - Independence Day
September 4 - Labor Day
November 22 - Thanksgiving, Day Before (Closing at 12:00 p.m. CST)
November 23 - Thanksgiving Day
November 24 - Thanksgiving, Day After
December 22 - Christmas Eve, Observed
December 25 - Christmas Day
January 2 - New Year’s Day
April 10 - Easter Monday
May 1 - Labour Day
May 8 - Victory Day
May 18 - Ascension Day
May 29 - Whit Monday
July 14 - National Day
August 15 - Assumption Day
November 1 - Saint’s Day
November 11 - Armistice Day
December 22 - Christmas Eve
December 25 - 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.
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.