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:

Managed Services
• 24/7/365 phone support in English, via a dedicated phone menu
• Access to log service requests online via the CONNECT center, routed to a specialized team
• Priority-based response time SLAs, depending on your Managed Services contract
specifications
• Ability to update/modify existing service requests and run historical reports
• Access to the Bentley Communities

SELECT support
• 24-hour phone support Mon to Fri in English (limited cover on weekends)
• Phone support during standard business hours in 10 additional languages
• Access to log service requests online via the CONNECT center
• 4-hour standard response time SLA
• Ability to update/modify existing service requests and run historical reports
• Access to the Bentley Communities

No subscription (non-SELECT)
• Access to log service requests online via the CONNECT center
• Access to the Bentley Communities

How to contact us
Bentley Communities
➢ 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

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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
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
service request on the user's behalf and the issue will be resolved as per the standard service request
response time.

Languages
In addition to English, we provide phone and email support in 10 languages during local standard
business hours:
• Chinese • Japanese
• Dutch • Korean
• French • Polish
• German • Portuguese
• Italian • Spanish
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.

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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.

Priority Description
Complete loss of service or production down situations.
Critical 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.
High
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.
Medium
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
Low been identified.
Operational questions, informational requests.

Defect logging
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.

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When should a service request be escalated?
The escalation process is appropriate in the following situations:

• The production system is down (standard usage, during an upgrade or other implementation)
or a deadline is at risk
• You are dissatisfied with the responsiveness to, or resolution of, an issue
• A critical business impact must be highlighted to Bentley Management

How should I escalate a service request?

You can request the escalation of an issue by contacting any member of our Technical Support Group
through the contact numbers posted on bentley.com > Contact Us

You can also contact your Account Manager or any other Bentley colleague to invoke an escalation
on your behalf.

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