What is the after-hours support policy?

AVEVA provides emergency technical support outside of normal business hours for situations that involve loss of significant software operational functions on the production system or plant downtime situations for Premium and Elite support level customers. This is not included for Standard support level customers.
Current user guide

Premium and Elite Customer FIRST Support

What is the contact information for after-hours support?
Main login:
https://softwaresupport.aveva.com/

Phone number:
List of business units
https://www.aveva.com/en/support/support-contact/

Indusoft:
https://www.aveva.com/en/support/indusoft-customer-support/
E-mail: indusoft.support@aveva.com
Direct: 512-349-0334

AVEVA / Wonderware:
https://www.aveva.com/en/support/wonderware/
List of phone numbers (don't need to login)
800-966-3371
949-639-8500
Priority email for Customer FIRST Members: custfirstsupport@aveva.com
Customers without a support agreement: wwsupport@aveva.com

What does the customer need to contact after-hours support?
You must have a Tech Support ID. It's per person, not per company.

Standard Customer First Support

For customers with Standard Customer First support needing after hours emergency support: Leave a voicemail at 913-254-5000, after the emergency voice prompt. Our engineers will be notified. There is a per-incident cost of $1000.00 for after-hours emergency responses. You can also email support@logic-control.com.

What is the after-hours support policy?

24 x 7 Emergency Support During non-business hours and holidays Emerson Machine Automation Solutions provides emergency technical support services for critical priority plant-down emergency situations. ‘Critical priority’ is further defined in this document in the Case Priorities section. To obtain emergency technical support, call a Emerson Machine Automation Solutions’ Technical Support Center, follow the normal prompts to technical support, and leave a message for a support engineer on call. RESPONSE TIMES: The on-call support engineer will contact the customer and work to resolve the emergency situation with a goal of responding to customers within fifteen minutes of a request for emergency support.

What is the contact information for after-hours support?
Main support portal login page:
https://emerson-mas.force.com/communities/CC_Login/

Phone number:
https://emerson-mas.force.com/communities/CC_Contact/

888-565-4155
434-214-8532
What does the customer need to contact after-hours support?
Customer needs a CSN# to call in for emergency. CSN is per company, not person.