AspenTech Premier Support
Your ONE source for award-winning support.
We have only one goal in mind - your complete and total satisfaction. By helping you understand the scope of the services we offer, we can work together to ensure you receive the full benefits of your SMS investment and the value of our software solutions. Below is a table providing an overview of the benefits under SMS:
AspenTech Premier Support At-a-Glance Download the Premier Support Executive Summary
* For "Production System Down" situation only and may be subject to travel and time zone constraints (Visa and travel documents). AspenTech's consultant's travel and living cost is the responsibility of the customer. Other fees may apply if incident is not caused by AspenTech software defect.
** Without code changes. 80% probability. Workaround can be considered as a temporary solution.
New versions and releases with enhancements are available to keep customers current with the latest technology.
AspenTech software products are managed according to a product life-cycle management program. This program consists of planned and scheduled updates including Cumulative Patches, Emergency Patches, and bug fixes to keep the applications running without interruption and compatible with your changing IT environment.
You may use the AspenTech Software Upgrade Order form to request an upgrade for any of your AspenTech software. If you would like to add users or products to your license, please contact your sales account manager or e-mail our eSales Team.
AspenTech's award winning technical support provides you with certified, industry recognized troubleshooting and issue management processes as well as integrated software and domain expertise in highly specialized areas. You can expect to receive world class support by our specially trained Support Consultants who have access to our proprietary intellectual properties and technical resources in Research and Development, Product Management and Professional Services. This allows them to professionally address customers' issues and identify optimal solutions quickly.
Our Support Services provide customers with access to Support Consultants, who provide advice, tips and suggestions regarding:
You can contact our Customer Support Team using any of these methods:
The Support Consultant strives to resolve your issue within our target resolution times.
If you need assistance beyond the scope of our Support Services, we will identify the most appropriate person or service to better assist you.
Online Support Center
The award winning online Support Center is your gateway to our support organization. This website includes personalization capabilities that enable you to customize the site to focus on your primary products of interest.
The AspenTech online Support Center provides the following capabilities:
Our online Knowledge Base is available 24x7 - One of the key features of our award-winning online Support Center is the technical Knowledge Base. The online Knowledge Base is a library of knowledge and experience from the best experts in AspenTech. It is recognized by the customers as a valuable knowledge repository for learning and troubleshooting at their fingertips. The Knowledge Base helps to facilitate knowledge transfer during customer staff transitions as well as continuously grow product expertise.
Monthly Technical Support e-Bulletins provide you with proactive communication - Registered web support users also receive personalized monthly Technical Support e-Bulletins. These e-Bulletins proactively notify you about important technical support information for your primary products of interest, including:
The AspenTech Customer Support organization is dedicated to ensuring the highest level of customer success and satisfaction by building strong relationships with and providing unparalleled service to our customers. Our global organization uses certified support processes and industry best practices to ensure that we are efficiently and effectively meeting customers' support needs. We publish quarterly performance reports on the online Support Center for customers to easily view our performance results. These reports present target versus actual performance for our published support metrics.
Customer Feedback & Management Escalation
To measure the effectiveness of our performance and allow us to improve our service, we rely on customer feedback. The Voice of the Customer Survey, Incident and Web Support Surveys, and other direct feedback routes are used to help us develop action plans and drive quality initiatives throughout the organization. For your perusal, we publish quarterly customer satisfaction survey results on the online Support Center.
We use a defined management escalation process to ensure customer satisfaction issues are addressed promptly. Customers can easily contact any member of our global support management team by visiting our management contact page on the online Support Center.
Who is eligible to receive AspenTech Premier Support?
Customers, who have a valid license for the software and have a current* Software Maintenance and Support (SMS) agreement with AspenTech Premier Support or our legacy support offering known as Silver SMS, may benefit from the AspenTech Premier Support services.
For information on how to renew your SMS and take advantage of AspenTech Premier Support, please review our Software Maintenance and Support (SMS) Contract Renewal Process.
* Customers who have not renewed their SMS agreement upon the expiration of the current SMS term may be subject to cancellation. Upon cancellation, all benefits and entitlements are discontinued at midnight on the day immediately following the expiration of the prior term. After cancellation, any requests for software updates and technical assistance will require reactivation and reinstatement of the SMS agreement. Reactivation requires the customer to pay the SMS charges for the elapsed period, plus a reactivation fee.
AspenTech provides additional services which compliments the AspenTech Premier Support offering, these include:
For additional information about any of the fee-based services listed above, you may request a service quote.