CIDEON Software - Customer Support
Our software is continuously updated and based on the current technical requirements of the market it is further developed. Upon signing a maintenance contract our customers participate in software maintenance and new product releases. Thus we provide our customers security in their investment for our software products.
Our software support for a standard maintenance contract includes the following:
- Software Product Release and Product Update Service
This includes periodic product updates and new product releases, documentation, general patches in the form of service packs (SV) and customization to align with operating system software and application software for example CAD and SAP release updates. These updates are available for downloading by the customer from the CIDEON-Download-Server or upon request the CD can be mailed (customer is responsible for the shipping costs). - Hotline-Service
The CIDEON Software Hotline service is available for all customers with a maintenance contract workdays from 8:00 to 23:00 CET (Central European Time) in order to assist in resolving software problems. They can be reached by telephone and email. - Support requests related to CAD Direct Integrations should be submitted exclusively via the SAP OSS point of entry using the corresponding CA-CAD-LIB-XXX components:
SAP portal
CIDEON Software will ensure that all relevant SAP OSS notes will be forwarded to the Helpdesk immediately after they have been validated by the SAP support system . This standardized procedure (called ISV - Independent Software Vendor) through the SAP portal has been designed to ensure short processing times and an optimal solution process for support inquiries.
Please note the support requirements
In addition to the standard software maintenance contract, we also offer our customers:
No Defect Support
With this service form of remote support the customer is able to get additional assistance beyond standard maintenance for example customer specific enhancements, typical consulting services, problem analysis and problem solving outside the group of CIDEON products (for example SAP PLM Support, transports installation, problems with network of operation systems...).
By using this service customers ensure the uninterupted operation of their software in their specific customer environment and thereby the reduction of unplanned downtime and an increase in the availability of business processes.
