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.
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.
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.
What to Expect
If/when you initiate a case:
What’s not Included
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.
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:
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.
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 minimum. Appropriate pricing is provided by the Sales Team.
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:
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.