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ProjectWise Design Integration Forum Why doesn't there appear to be any Projectwise support available in the Australian Timezone or similar timezones?
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    Why doesn't there appear to be any Projectwise support available in the Australian Timezone or similar timezones?

    PM68
    Offline PM68 over 1 year ago

    Why doesn't there appear to be any Projectwise support available in the Australian Timezone or a similar timezone. Getting to speak to someone during my normal working hours is very hard.

    Maybe Australia isn't a big enough market to have local support available?

    Also in my experience support tickets are answered very, very, slowly. The current ticket I have open has been there for a month without any updates. I only am getting a response now because I called directly myself.

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    • Ivano Tasin
      Offline Ivano Tasin Thu, Jul 21 2022 4:01 PM

      Dear User,

      Thank you for raising this question, I can confirm that Projectwise Technical support is available 24/5 globally, nevertheless the availability of our engineers may vary as different timezones have different coverage based on the average volume in that specific time. Whether you send a request through the Self Service Portal or contact us via phone, the first available technical engineer should come back to you and discuss your challenge.

      From your message, I cannot see any direct reference to a specific request or a specific account, in any case if you need to elevate any challenge which are pending our actions please liaise with the account manager or provide more details so we can identify the specific reference to any open case.

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    • PM68
      Offline PM68 Thu, Jul 21 2022 7:16 PM in reply to Ivano Tasin

      Thankyou for your reply but I still stand by my statement that i have always had trouble getting support from Bentley in a reasonable timeframe. This isn't the first time it has happened and I don't expect it to be the last. The request that I spoke about is: SR7001434622. I have now been contacted by a support person for this request and hopefully will speak to them today (I had to make a call to get a response on this - again, not the first time I have had to do this)

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