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