Technical support

Before contacting Technical Support, please refer to the appropriate sections of this guide and to the InTouch HMI Online Help.

For local support in your language, please contact an AVEVA certified support provider in your area or country. For a list of certified support providers, see https://www.aveva.com/en/about/partners/sales-and-support/.

Request technical support by sending an email to your local distributor or to AVEVA Customer Support:

• Priority email for Customer FIRST Members: custfirstsupport@aveva.com

• Email for customers without a support agreement: wwsupport@aveva.com.

Online:

• Contact information is available at https://www.aveva.com/en/support-and-success/support-contact/

• You can sign into the AVEVA Knowledge and Support Center at https://softwaresupport.aveva.com/.

Telephone:

• You can reach the AVEVA Global Customer Support Hotline from 7:00 a.m. to 5:00 p.m. Pacific Time at +1 949-639-8500

• US and Canada: 1-800-966-3371

If you need to contact technical support for assistance, please have the following information available:

• The type and version of the operating system you are using. For example, Windows 10 Pro 21H2.

• The exact wording of the error messages encountered.

• Any relevant output listing from the Log Viewer or any other diagnostic applications.

• Details of the attempts you made to solve the problem(s) and your results.

• Details of how to reproduce the problem.

• If known, the GCS case number assigned to your problem (if this is an ongoing problem).

When requesting technical support, please include:

• Your first and last name.

• Your company name and Customer First account number.

• Your telephone number and/or email address and preferred contact method.