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CODESYS Monthly Premium Support

Do you have more than just a quick question for our support team? Then CODESYS Premium Support might be just what you need.

Article no.
2107100001
€650.00
Plus VAT
main product photo

Product Description

Process for handling CODESYS Premium Support

  • Your support questions are processed on a first come, first served and priority basis.
  • Within three working days (Monday - Thursday 08.30 - 17.00, Friday 08.30 - 12.00), you will receive an initial answer to your question.
  • Communication regarding all matters related to your support entitlement will be handled directly at your CODESYS helpdesk account https://helpdesk.codesys.com/servicedesk/customer/portals. Here you can also view the processing history of your requests.

Redeeming and managing CODESYS Premium Support

When purchasing Premium Support, up to five persons can be registered per organization. Only these five registered contacts are entitled to open support requests.

You can submit a support request by email to support@codesys.com or via helpdesk. As a help desk user, you can view the support cases already submitted by other authorized users, add them as request participants to your request, and attach files to your cases. You can also adjust the prioritization of submitted tickets. To ensure that our support team can answer your question as quickly as possible, please include all information that could be helpful for processing your request. Please refer to the following list for more details.

You can set the start date of your support period as you wish and extend it if necessary. The support effort should be within the usual, reasonable scope. Should this scope be significantly exceeded, CODESYS GmbH reserves the right to recommend further services.

 

What information is required to process a support case?

  • System information
    • CODESYS version used (incl. affected add-on versions)
    • Operating system and its version
    • Description of the hardware structure
  • Description of the error
    • Detailed description
    • Observed symptoms
    • Proof of the error (e.g. log files, screenshots, Wireshark recording)
  • Reproducibility of the error
    • Exact steps to repeat
    • Description of actual state and target state
  • Project file
    • Complete project archive
    • Indication of any special features
  • Additional information
    • Measures already implemented (e.g. tests, analyses)
    • Documentation of external resources that can influence the error
       

When do you need CODESYS Premium Support?

  • You are a manufacturing company and want to switch production to CODESYS-based controllers (e.g. virtual controllers). For the development and commissioning of your first systems, you want prioritized support access for a certain period of time (e.g. 3 months).
  • You want to market your own CODESYS-based controller and need support with questions regarding the configuration of your operating system, which real-time patch can be used and how the CODESYS products are licensed on the system.


CODESYS Premium Support: Scope of services

Premium Support assists you with the implementation and use of CODESYS SL products. As part of Premium Support, we also investigate performance issues and take care of your specific requests.

Please note, however, that CODESYS Premium Support does not replace CODESYS Academy Training.


In which cases do you not need CODESYS Premium Support?

  • By purchasing a CODESYS Runtime Toolkit, you are entitled to submit a request to CODESYS Support even without a CODESYS Support Ticket (OEM Support).
  • If the product for which you require support comes from a third-party provider. In this case, please contact the third-party provider directly.
  • If you have discovered a general bug in CODESYS products, please report it using the "My question" button in the CODESYS Store.

Billing for the “SUBSCRIBE & SAVE” option

If you choose the “SUBSCRIBE & SAVE” option, you will be invoiced for the first billing period immediately, even if you have chosen a later start date. All further months will then be due on the respective renewal date. 

Supplier


CODESYS GmbH

A member of the CODESYS Group

Memminger Straße 151
D-87439 Kempten
Germany

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