Support Options
Otherwise, ManageEngine offers a comprehensive suite of support services that will enable you to rapidly deploy solutions.
Product support is available 24 hours a day & 5 days a week, except public holidays.
Product Support
Feel free to ask for details, don't save any questions!
ManageEngine Support Resources
Phone:
To report a problem and get technical assistance. Following up on a problem. Communicating the priority. Getting the status on your current problem etc.
You can call ManageEngine Customer Response Center for logging and resolving any technical problems. This Center is operational 24 hours and staffed by experienced and knowledgeable product specialists. They are accessible at:
Telephone Support:
Customers can access phone support for the following:
- To report a problem and get technical assistance.
- Following up on a problem.
- Communicating the priority.
- Getting the status on your current problem etc.
24Hrs
- Monday - Friday
- USA: +1-888-720-9500 & +1-888-791-1189
- UK: 0800 028 6590
- Australia: 1800 631 268
- China: +86 400 660 8680
- India: +91-44-67447001 & 71817001
Email:
Product and component-specific Support & Email Addresses
ManageEngine product specialists can also be contacted via email through the product or component specific email addresses. While logging in your problem, do provide as much information about the problem as possible to help in faster analysis. An example format of the information that can be included while logging the problem is given below. Send your problem report to the product or component-specific email alias for faster and correct solution.
Example:
- Version of the product: ServiceDesk Plus 7 or OpManager 7.1, etc.
- Service Pack Version: SP3 or SP4, etc.
- Operating System: Solaris 8, Win NT, or RedHat Linux 7.1, etc.
- JDK/JRE Version: JRE1.3 or JRE1.2, or JDK1.1.x, etc.
- Browser and Version: Netscape 4.76 or IE 6.0, etc.
-
Details of the problem:
- The steps to reproduce the problem
- The relevant log files
- Thread Dumps (if any)
- CLASSPATH environment variable (if applicable)
Support Entitlement
| S.No. | Description | 30 Day Evaluation Support | Paid Support* |
|---|---|---|---|
| 1. | Acknowledgement | 2 Business Days | 1 Business Day |
| 2. | ✔ | ✔ | |
| 3. | On-line Access | ✔ | ✔ |
| 4. | Remote Connect | ✘ | ✔ |
| 5. | Service Pack | ✘ | ✔ |
| 6. | Minor Release | ✘ | ✔ |
| 7. | Telephone | ✘ | ✔ |
* For Perpetual license model: Support has to be purchased separately and for Annual Subscription License Model, Support cost is included.
Options available are as of Jan 2013. Terms and conditions of Support plans, support features, pricing and support availability are subject to change.