Sales: 888-449-0494
Support: 888-449-2722

Contacting ISS Technical Support

Industrial Software Solutions, your AVEVA Select Partner, provides regional certified technical support and training to all of our customers that have purchased a Customer FIRST technical Software Support subscription and/or a Software Training subscription.

If you have any questions on software technical support or training, you can Contact Us directly.

Getting Technical Assistance

If you have questions or an issue regarding the installation or use of AVEVA Software, or other ISS-supported software products, please contact our Tech Support group using one of the methods below.

Business hours: 8:00am – 5:00pm Pacific Time (Monday – Friday)

Website

Click on the link below to submit your support request form to us directly, via our website.
Tech Support Web Request Form

Email

Email technical support at
[email protected]

Phone

Phone technical support @
888-449-2722
.
Have your Support Contract Number
ready when you call.

Information required to receive the highest level of Technical Support

Below is a list of information that can give your assigned tech support specialist a head start.

  • Your Full Name
  • Company Name and Site Location
  • Customer First Support #
  • Best way to contact of you (i.e. cell phone, office phone, e-mail)
  • Name of the Product you are experiencing an issue with
  • Version and patch level
  • What Operating System you are using including patch level
  • Succinct description of the issue you are experiencing
  • Do you have internet access?
  • If you are receiving an error message, please include the exact error text
  • What have you done already to troubleshoot the situation?
  • Any other information you think is relevant to this issue

What to Expect

  • Once a case has been initiated you will receive a confirmation email with your case number and summary of the issue.
  • You may reply to the confirmation email to send additional information of your issue and it will be added to the case log.
  • A Technical Support Specialist will attempt to contact you regarding your submission as soon as possible.
  • Depending on the initial information provided and severity of the issue, the assigned specialist may require additional information to provide a resolution.
  • The assigned specialist will then assist you in diagnosing your issue and providing a resolution
    • This may involve communication via email or phone depending on your availability and preference.

What not to Expect

Our Technical Support team is here to assist you in resolving any technical complications or errors you encounter in the use of your software. Unfortunately, there are certain requests that our Technical Support team is unable to provide assistance with as they are outside the bounds of our support programs.

  • Over the phone training – If your issue is determined to be training related, you may be referred to our Training Coordinator to attend the next training course as the provided resolution.
  • Services – If your issue is determined to require implementation services, you may be referred to our Services Coordinator, your Sales Team and/or an appropriate System Integrator to purchase a services engagement.
  • Retired products/versions – As with everything in life, things get old with time. If your product or product version has been retired and/or your issue has been resolved in newer editions, you may be asked to upgrade to the latest product version to resolve your issue. To learn more about Product Versions, please click the button below.
Verify the support level of your product

Phone Support

  • We make the greatest effort to answer all Technical Support inquiries via phone by one of our Tech Support Specialists.
  • During high call volumes you may be required to leave a voice message.
  • Voice messages received via our tech support line will automatically create a case for the next available Tech Support Specialist.

Response Times

  • We do not guarantee any specific response time due to the variability of customer inquiries.
  • Our goal is to have all cases assigned and initial responses provided within 1 hour of receipt within our system.
  • During high case volumes, our response time may vary.

Case Closure

  • After a resolution has been provided, the assigned specialist will make three (3) attempts to confirm that the issue has been resolved and no further information is required for the case.
  • If after the 3rd attempt the customer cannot be reached, the case will be closed and no further customer contact will be attempted.

Sending Files

We use a file sharing service to transfer large files that may assist in case resolution. The confirmation email will include a link to send any files that you think will help in resolving your issue. Examples can include:

  • Log files during the time of the issue
  • Screenshots of error messages, display issues
  • Copies of configuration or application files

Case Escalation

Depending on the complexity of the issue, it may be required to escalate your case to additional staff or Global Support for resolution. The assigned specialist will inform you if case escalation is required.

  • If the assigned specialist is unable to resolve the issue
  • If the issue is determined to be a software bug requiring a hotfix or patch
  • If the issue is determined to be a product enhancement request

Case History

All cases and case correspondence is tracked by customer contact and company/division for historical, customer satisfaction and recurring issue identification purposes. In addition, customers may view their personal case status and history under their website profile located in the menu bar.

No Support Agreement

If the customer does not have a valid Support agreement, all submitted technical support inquiries will be transferred to the appropriate Sales Team for follow up. The customer will be given the option to purchase a support agreement for a one (1) year term, or purchase a single per incident ticket valid for immediate resolution of an issue. Appropriate pricing is provided by the Sales Team.

Contact Sales

Customer Feedback

Our executive management routinely evaluates our technical support metrics in an effort to maintain the highest quality service to our customers. In addition, our partners mandate Customer Satisfaction Surveys to ensure all global Technical Support personnel adhere to corporate standards. Should you wish to provide feedback to our executive management team, please email us:

Provide feedback

EMERGENCY TELEPHONE SUPPORT

FOR CUSTOMERS WITH ACTIVE AVEVA CUSTOMER FIRST PREMIUM AND/OR ELITE SUPPORT PROGRAMS

24/7/365 emergency support is available to Premium and Elite support-level subscribers by telephone @ +1-949-639-8500​.

You must provide your AVEVA-issued individual phone user ID to reach the Emergency Support Dispatcher.

This service is provided by AVEVA Global Support.