Open a support ticket with SMA Technologies
There are three ways to open a support ticket:
Option 1 – You can always call the SMA Support team directly at 877-363-2305 for your support needs. 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.
Option 2 – You can open a new ticket or check the status of an existing ticket on the Customer Community. You can access the Customer Community by clicking here. If you do not have a Customer Community login, please email the SMA Support team at support@smatechnologies.com and we will be happy to create one for you.
Option 3 – You can also send an email to the SMA Support team at support@smatechnologies.com and a technician will respond within one business day.
After-hours and unsupported versions policy
Please note, that you may also contact us outside of normal business hours for Production Outages (Priority 1 or Priority 2) 24 hours per day, 7 days per week, 365 days per year, at 877-363-2305.
Click here to download more information on our Support Priority Levels.
- 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 sent via email to support@smatechnologies.com or a ticket can be opened in the Customer Community and you will be contacted on 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.
What is a production outage?
Production outages are those instances involving the OpCon Product on the Production system. This includes the following scenarios:
- Loss of communication occurs to or from an Agent
- SMA applications managed by SMA Service Manager are nonresponsive
- SMA Service Manager will not stay running
- SMA application cannot update the database
- SMA application/services cannot connect to the database
- Any process where there is NO workaround available
Global technical support contact options
SMA Technologies Technical Support teams are also available globally for our customers. You can always call the SMA Support teams directly at the numbers listed below for your support needs.
United States
- Toll Free: 1-877-363-2305
- Tel: 1-281-446-5000
- Fax: 1-281-446-7492
- Email: support@smatechnologies.com
France
- Toll Free: +33 (0)0 800-775-015
- Tel: +33 (0)3 72 39 05 26
- Email: support-eu@smatechnologies
Asia Pacific
- Tel: +644 499 0111
Italy
- Tel: +39 (0)2 62 03 30 76
New Zealand
- Tel: +644 499 0111
Switzerland
- Tel: +41 55 617 36 36
- Email: support-eu@smatechnologies.com
United Kingdom
- Tel: +44 (0)784 3228617
2019 holiday calendars
Tuesday, January 1 – New Year’s Day
Friday, April 19 –Good Friday
Monday, May 27 – Memorial Day
Thursday, July 4 – Independence Day
Monday, September 2 – Labor Day
Wednesday, November 27 – Thanksgiving, Day Before – (Closing at 12:00 p.m. CST)
Thursday, November 28 – Thanksgiving Day
Friday, November 29 – Thanksgiving, Day After
Tuesday, December 24 – Christmas Eve
Wednesday, December 25 – Christmas Day
Tuesday, December 31– New Year’s Eve, Day Before – (Closing at 12:00 p.m. CST)
Tuesday, January 1 – New Year’s Day
Monday, April 22– Easter Monday
Wednesday, May 1 – Labour Day
Wednesday, May 8 – Victory Day in Europe
Thursday, May 30 – Ascension Day
Monday, June 10 – Whit Monday
Sunday, July 14 – National Day
Thursday, August 15 – Assumption Day
Friday, November 1 – All Saint’s Day
Monday, November 11 – Armistice Day
Wednesday, December 25 – Christmas Day
Tuesday, January 1 – New Year’s Day
Saturday, January 6 – Epiphany
Monday, April 22 – Easter Monday
Wednesday, April 25 – Liberation Day
Wednesday, May 1 – Labour Day / May Day
Wednesday, August 15 – Assumption Day
Friday, November 1 – All Saint’s Day
Saturday, December 7 – Saint Ambrogio Day
Tuesday, December 25 – Christmas Day
Wednesday, December 26 – St. Stephen’s Day
Tuesday, January 1 – New Year’s Day
Friday, April 19 – Good Friday
Monday, April 22 – Easter Monday
Thursday, May 30 – Ascension Day
Monday, June 10 – Whit Monday
Tuesday, December 25 – Christmas Day
Wednesday, December 26 – St. Stephen’s Day
Tuesday, January 1 – New Year’s Day
Wednesday, January 2 – Berchtold’s Day
Thursday, April 4 – Näfelser Fahrt
Friday, April 19 – Good Friday
Monday, April 22 – Easter Monday
Wednesday, May 1 – Labor Day
Thursday, May 30 – Ascension Day
Monday, June 10 – Whit Monday
Thursday, August 1 – Swiss National Day
Friday, November 1 – All Saints’ Day
Tuesday, December 25 – Christmas
Wednesday, December 26 – Boxing Day / St. Stephen’s Day
Tuesday, January 1 – New Year’s Day
Friday, April 19 – Good Friday
Monday, April 22 – Easter Monday
Monday, May 6 – Early May bank holiday / May Day
Monday, May 27 – Spring bank holiday
Monday, August 26 – Summer bank holiday
Tuesday, December 25 – Christmas Day
Wednesday, December 26 – Boxing Day
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.
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