Technical Support Guide
Getting the most from your software
Levels of support
Technical support is available for specific versions of products as per the Bentley Support Policy. Depending on your type of maintenance subscription, you will have access to different levels of support:
No subscription (non-SELECT)
How to contact us
➢ Find answers quickly by searching our vast Product Support knowledge resources
➢ Browse our product wikis for FAQs and how-to guides
➢ Ask our subject matter experts questions in the forum discussions
➢ Follow announcements on product updates
➢ Contribute to the conversation and share your expertise
➢ Follow best practices from peers and subject matter experts
➢ Subscribe to threads and topics that interest you
Service Request Manager online
Log a service request privately via the CONNECT center > My Services
A product specialist will be assigned to your request, and assist you via phone or email to resolve the issue as quickly as possible
Monitor the status of your service request, ask for an update, or close the issue
Phone support is a benefit of having a maintenance subscription with Bentley, and covers all products supported as per the Bentley Support Policy. It is best suited for critical issues and production down situations.
All phone numbers are listed on bentley.com > Contact Us
Phone support in English is provided 24/7, 365 days per year. However, note that cover on weekends and public holidays is limited.
Our technical support engineers are based in key locations worldwide to provide continuous support when you need it.
If an issue does not qualify as Critical as per the priority definitions below, the support analyst will log a service request on the user's behalf and the issue will be resolved as per the standard service request response time.
In addition to English, we provide phone and email support in 10 languages during local standard business hours:
Support for MicroStation is provided in all listed languages. For other products, support may be available depending on the language. We will also make reasonable efforts to translate email support provided by English-language specialists.
Service request priority guidelines
Note: The support analyst assigned to the service request will assess the severity and impact of the issue and may change the priority as per the definitions below.
Complete loss of service or production down situations.
Incidents which have a critical impact on the user’s ability to maintain operations.
Catastrophic product failure.
Severe loss of functionality or performance, resulting in a high number of users unable to perform their functions.
Major feature/product failure, where no workaround is available.
The application is usable but severely limited.
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.
Incidents that do not compromise production or for which a suitable workaround has been identified.
Operational questions, informational requests.
If a software defect is identified and reported to Bentley, it will be documented and logged internally by the technical support analyst. Our software development team will then review the report and determine if and how it will be addressed, subject to priorities and guidelines.
Bentley’s commitment to our users
Your Bentley Technical Support Team works to ensure that the appropriate resources and level of focus are applied to your request to ensure a timely resolution. If you are not satisfied with the progress of your Service Request, you can request an escalation. By invoking the escalation process, additional levels of Bentley management attention, procedure reinforcement and resource prioritization are brought in to resolve your support request.
You can download a copy of this document here: Technical Support Guide