Technical support

Before contacting Technical Support, please refer to the appropriate sections of this guide and the complete set of System Platform documentation available online at https://docs.aveva.com/category/system-platform

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 virtualization software you are using. For example, vSphere 8.0.

  • The resource allocation for the VMs having issues, including any over-allocation (if applicable).

  • The network and application topology, including any redundancy configuration.

  • The type and version of the operating system you are using. For example, Windows 11 Pro 24H2.

  • The AVEVA products and versions you are using. For example, System Platform 2023 R2 SP1 Patch 01.

  • 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.