Verify/Create your Bentley Connect ID and join the APM BeCommunity…
If this is the first time and you are not sure you have an ID:
Go to APM BeCommunity: https://communities.bentley.com/products/assetwise/asset_performance_management/
Click on the avatar to log in and join the APM BeCommunity…
You can Bookmark the page, and setup notification options for the Forum to be notified of new posts specifically related to APM,
Important to setup...
Notifications for issues that impacts our Cloud Products or Services, be it an Incident or Scheduled Maintenance. Support Alerts:
Go to the Bentley Cloud Services Status page
Click Subscribe To Updates
Notifications for Support Alerts:
Go to the Asset Reliability Wiki/Support Alerts page
Click on More:
Notifications of news posts on our Blog, including announcements of upcoming SIG webinars and new Release announcements.
Go to the Blog tile:
You can introduce yourself to others in the community and invite them to connect with you. Go to Welcome APM Users
Here are some useful links:
AssetWise Reliability Help Documentation
Check status of Bentley Services - be sure to setup alerts
Bentley Communities Helpful Guidelines
Bentley Communities Forum Tips
On Demand APM Learning
Primary Contact: This person should be responsible for raising Cases with Support and filtering out common usability issues.
Reliability Contact: AWR Product Champion
Super User(s): Trained/knowledgeable AWR Users who can be contacted by your User community for product usage questions and recommendations.
To submit an Service Request go to https://connect.bentley.com/, navigate to My Services section:
Also see this article for more info on submitting Cases to request Support:
Bentley Support Portal Information
Bentley Support Portal
Techniques for reporting APM product support requests
For assistance with customizations, screen alterations, report creation or system administration training, contact your Account Manager to arrange engagement with our Professional Services Team.
Bentley CONNECT Ids for all the users at your account can be managed and maintained by users that have an Admin or Co-Admin role assigned to their Bentley CONNECT ID.
If you need help with setting up users, or need to find out who are Administrators/Co-administrators for your account, submit an SR to the Website Assistance Team.
For more information and support articles visit or search in our User Management 2.0 Wiki
Here is the link where the administrators need to go to do this task:
User Management
If you need further help with setting up users, or need to find out who are Administrators/Co-administrators for your account, submit an SR to the Website Assistance Team
Name
Classification
Description
Example
Priority 1 (P1)
Critical
Complete loss of service or production down situations where no workaround exists.
Incidents which have a critical impact on the business’s ability to maintain operations and demand an immediate response.
The production down incident affects multiple locations or high number of users in one (1) location.
Users at multiple sites cannot access the system and no workaround exists.
Priority 2 (P2)
High
Severe loss of functionality or performance.
Major feature/product failure, where short-term workaround may be available; operation can continue in a restricted fashion. The application is usable but severely limited. Risk of impacting the deadline. A high number of users unable to perform their functions.
Users can access system and, while a workaround exists, there is material
degradation of functionality or performance
Priority 3 (P3)
Medium
Incidents that cause non-critical product features to malfunction consistently.
Major feature/product failure where an acceptable workaround is available.
Problems with a business function in the software, which causes severe inconvenience to users.
A non-critical service is not available to some users.
Priority 4 (P4)
Low
Incidents that do not compromise production or for which a suitable workaround has been identified.
Operational questions, informational requests. Limited impact and urgency work progress not directly impacted.
The behavior varies from user expectations, but the system works as designed. Resolution would occur during a future update.
It is recommended and beneficial that your organization appoint a primary AWR Support Team.
A fully trained Team will enable achievement of the full business value of your Bentley software.
It is expected that users have both live and test systems. These should be regularly kept synchronized.
The use of a test system enables the user to test configuration ideas, new functionality and upgrades without impact on production users. It also enables Bentley Support to work with you to test solutions without risk to production data.
In the event that no test system is available then Support cannot guarantee to meet service level targets and there is potential for the integrity of live data to be compromised.
It is expected that users perform regular backups of both live and test systems. Although it is the user’s responsibility to ensure that these backups happen, our Professional Services team can help define and implement a backup strategy. If this is of interest, please contact your Professional Services or Sales contact to this effect. It is recommended that users test their recovery process on a regular basis.
Bentley Support staff will from, time to time, require remote access to user’s systems to facilitate more efficient investigation and faster resolution of more complex issues.
Access with reasonable performance must be provided when such troubleshooting is necessary, or a copy of the database can be provided, which Bentley would handle with strict security guidelines and confidentiality.
In the event that reasonable remote access is not available, Bentley Support cannot guarantee to meet service level targets, or be able to troubleshoot the issue effectively. A billable service engagement may be required to resolve a complex situation.
It is expected that the user’s AWR Support Team are familiar with, have access to, and are familiar with using our on-line BeCommunity and on-line Help.