Introduction to APM Support

Are you CONNECTED?

Verify/Create your Bentley Connect ID and join the APM BeCommunity…

Go to https://connect.bentley.com/
Login

If this is the first time and you are not sure you have an ID:

Select “Forgot Password?” located under the login credentials area.
Enter your work email and click send.
If you are in our system a confirmation email will be sent to your inbox (1 – 2 minutes) asking you to reset your password. The confirmation email may go into your spam inbox but once you have reset your password you should be able to sign in to your profile from www.bentley.com
If your email was not recognized you will have to sign up for a new account, select “Register” located under the green sign in button and register for a new account.
If you encounter problems with this process, please contact 1-800-Bentley, with your Site ID information in hand.

Join us…

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, including announcements of upcoming SIG webinars.

Learn more…

Here are some useful links:

Benctley Communities Helpful Guidelines

Bentley Communities Forum Tips

Are you a support person?

To submit an Service Request go to https://connect.bentley.com/, navigate to My Support section:

Are you an Administrator for your account?

Here is a short video on managing users:

User Management video

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

SR Priority reference chart

Name	Classification	Description	Example
Priority 1 (P1)	Critical	An incident that has or is likely to have a major impact on users’ ability to maintain business operation. The incident results in any outage or loss of any key functionality of a critical application or service. The incident affects multiple locations, or all users in one (1) location.	Users at multiple sites cannot access the system and no workaround exists.
Priority 2 (P2)	High	Incident which impairs the users’ ability to maintain business operation causing a severe degradation of service or resulting in some important functionality being unavailable. There is no long term acceptable workaround for the business, however operation can continue in a restricted fashion. The incident results in loss of the "normal" functionality of an application or service for multiple users, but not all, in one (1) or more locations.	Users can access system and, while a workaround exists, there is material degradation of functionality or performance
Priority 3 (P3)	Medium	Incident which causes a loss of some important functionality. There is an acceptable workaround for the business and operation can continue in a restricted fashion. The incident results in loss of functionality of a "normal" application or service.	A non-critical service is not available to some users.
Priority 4 (P4)	Low	Incident which has little or no significant impact on the business. Low impact and low urgency.	The behavior varies from user expectations, but the system works as designed. Resolution would occur during a future update.