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 Technical Support team using one of the methods below:

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

• Phone: 888-449-2722
• Email: support@industrial-software.com
• Message: Submit a Request

Additional Information on Contacting Support

• Information required to receive the highest level of Technical Support
• What to Expect
• What’s not Included
• Phone Support
• Response Times
• Case Closure
• Sending Files
• Case Escalation
• Case History
• No Support Agreement
• Customer Feedback

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

• Basic Configuration and Setup Assistance: Helping you with initial setup or basic configuration of the software. This typically doesn’t include extensive customization or development work.
• Troubleshooting Technical Issues: This is a core aspect of technical support. It involves assisting you with problems you encounter while using the software, such as software bugs, installation issues, errors, or unexpected software behavior.
• Assistance with Software Updates and Upgrades: Providing information and documentation on the process of updating or upgrading your software. This includes addressing issues related to the update process, compatibility concerns, and feature changes.
• Guidance on Software Features: Providing information on how to use specific features of the software, clarifying functionality, and helping you understand how to utilize the software effectively within its intended scope.
• Product Documentation: Offering comprehensive documentation that includes user guides, FAQs, tutorials, and other learning materials that help you understand and use the software effectively.
• Security and Compliance Information: Providing information regarding the software’s security features, compliance with industry standards, and data protection measures.
• Reporting and Escalating Bugs: Receiving reports regarding potential bugs, logging them, and escalating them to the vendor for resolution.

When you initiate a case:

• 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’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.

• Custom Configuration/Development Work: Performing detailed setup or configuration that goes beyond the basic use of the software, as well as creating custom code, scripts, UI elements, or features specifically for your unique environment or needs.
• In-Depth Training: While training classes and subscriptions are available for purchase, providing extensive training on how to use the software or teaching programming or technical skills is not included in the scope of technical support
• Third-Party Integrations or Issues: Resolving problems related to third-party hardware, software, or services, except specifically where they integrate with our software. We may direct you to the third-party’s support channel to resolve the issue.
• 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.

Phone Support