How to Reach SCS

Office Hours
The standard hours of operation for Software AG USA Customer Support (SCS) are from 7 am to 5 pm U.S. Mountain Time, Monday through Friday (except on holidays).
During these hours our Technical Support Analysts are available for all of your support requests. Outside our standard hours of operation (weeknights, weekends, and holidays) our Technical Support Analysts are available for emergency requests depending on your technical service contract.

Online Services Schedule
Online Services are available 24 hours a day, 7 days a week with the exception of scheduled ServLine24 downtimes:
              Wednesdays from 9:00 pm to 1:00 am, U.S. Mountain Time 
              Sundays from 4:00 pm to 10:00 pm, U.S. Mountain Time

Contacting Us
The best way to initiate your next contact with Software AG, Inc. Customer Support (SCS) is to make the right connection from the start. For your convenience, here is a list of the different ways you can contact us here at SCS. For other Software AG USA contact information, see the Contact page on http://www.softwareagusa.com. For Customer Support contact information in other countries, refer to the Global Support Directory.

Customer Service Hotline
(800) 525-7859 or (303) 470-2244 
Call Menu Layout - Calling the SCS Hotline
For one-stop responses to all your Software AG USA questions:
    Technical Support - Authorized customer contacts can call us on new and existing requests.
    Distribution - Order product upgrades and check shipping status.
    Education - Contact customer education services for class information.
    Accounting - Contact Software AG about billing.
    Sales Information - Reach the Sales team for product demonstrations and new orders.

Customer Advocacy
To request changes to your company's information in our Customer Information Database including the list of people authorized to contact Software AG, Inc. customer support, send your request to wecare@softwareag.com.

Technical Product Problem or Question
Authorized Customer Support contacts can call (800) 525-7859 or (303) 470-2244 or
Open a Support Request Online.
If you have any issues with the handling of a request or a request was closed in error, email wecare@softwareag.com or call the Customer Service Hotline.

ServLine24 Administration
To report problems with http://servline24.softwareag.com please email ServLineAdmin@softwareag.com or submit your Feedback online. 

Support Request Escalation
(800) 525-7859 or (303) 470-2244:
Ask for the Technical Support Manager or Manager on Duty.

Business Issue Escalation
Strategic Support Manager for the Southeast, Canada, Mexico, Guam, American Samoa, Bermuda, Puerto Rico, Business Development and Software AG USA Affiliates:
Jeannie Goodman, (303) 470-2110

Strategic Support Manager for the Northeast, Northwest, and Government Vertical:
Pam Anderson, (303) 470-2029

Technical Account Management
If you are an existing TAM Services customer, please contact TAM Services directly. To learn more about Technical Account Management, please contact your local account team or call (800) 525-7859 and use option 3 to be routed to someone who can help with your request.