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GeoStudio | PLAXIS Wiki How to receive Technical Support
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          • How to create a Bentley account and submit a Service Request
          • How to receive Technical Support

     
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    How to receive Technical Support

    Application All supported Bentley applications
    Version All supported Bentley versions
    Date created 12 November 2021
    Date modified 12 November 2021

    When using any Bentley software, our support teams are ready to assist you when you need our help.

    To reach the support teams you will need to submit a Service Request (SR), which is our online platform. After that, we will process the SR and connect you with the support expert that can help you further with your request.

    Service Requests

    You can submit all your support questions via Bentley’s Service Request Manager (SRM).

    Click here to read about the exact process of How to create a service request. 

    You can directly follow the progress of the service request and update it as explained in the article How to update existing Service Request.

    In case you encounter an issue with the Service Request Manager you can submit it as described in the following page on How to log an issue against Service Request Manager.

    Picture 1. Service Request Manager overview

    Contact by phone (toll-free number)

    If you want to contact Bentley support services directly via the phone, in order to solve urgent issues, we are happy to help.
    You can find an overview of our contact numbers below:

    • Regional Bentley offices
    • In case your country is not directly listed, click here to find the Bentley offices with a full list of toll-free numbers.

    Note that you can always navigate to the Bentley Cloud Services portal, locate the My Services section at the very bottom and choose Support Contact Information tile from the available options.
    If your login profile is associated with an account that has a SELECT contract with Bentley, a web page will appear with the support numbers for several countries.

    Picture 2. Support Contact Information tile in  Bentley Cloud Services portal

    Bentley Emails

    All Bentley support teams communicate via emails from either support@bentley.com for product support issues or bac@bentley.com for licensing and contract issues.

    The steps to ensure proper routing and handling of your queries are mentioned in detail in the article Working with Bentley Support Emails.

    After you submitted a new Service Request, we will send out an email confirmation with the Service Request ID, which should appear in your email Inbox.
    In some cases, we see that these emails do not arrive, mostly because email/spam systems filter out our emails. In these cases, our Service Request reply probably lands in your spam folder or in a non-priority or Promotion Inbox folder.

    For these cases, it is best to check with your IT department to ensure that the Bentley emails (support@bentley.com and bac@bentley.com) are whitelisted.

    More information on how to whitelist an email address is included in the article How to whitelist an email address.

    Support for Your Bentley Software

    For more information on the supported versions and license types, you can follow the links below:

    • Support for Your Bentley Software
    • Bentley Subscription Programs
    • PLAXIS CONNECT Edition Licenses

    Useful links

    • When being a CONNECTED user, submit and manage Service Requests through: https://apps.bentley.com/srmanager/ProductSupport
    • Access the CONNECT Center: https://connect.bentley.com/

    See also

    How to create a Bentley account and submit a Service Request    [Tips and Tricks]


    Process for submitting a service request for Managed Services accounts    [Licensing, Cloud and Web Services Wiki]

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    • Stefanos Papavasileiou Created by Bentley Colleague Stefanos Papavasileiou
    • When: Fri, Nov 12 2021 12:23 PM
    • Stefanos Papavasileiou Last revision by Bentley Colleague Stefanos Papavasileiou
    • When: Wed, Sep 21 2022 5:36 AM
    • Revisions: 4
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