Product Support

Product Support

We support you - from selecting the right solution to proving the required functionality and commissioning, through to an optimized use!

Standard (free of charge)

By purchasing a product of Softing Industrial Automation GmbH, you obtain the right to our free standard product support!

This service includes basic technical assistance with installation, configuration and proper operation of the latest version of the product in question and its predecessor version. The date on which standard product support is discontinued (End of Support/EOS) must not yet have been reached!

An overview of the discontinued products can be found here.

Please only submit inquiries to Standard Product Support using the online form. Filling out this form completely and accurately will facilitate and speed up the processing of your request.

The technical support services of Standard Product Support are typically provided by our experts by e-mail during business hours. These are Monday to Thursday from 9.00 a.m. to 5.00 p.m. (CET) and Fridays from 9.00 a.m. to 2.00 p.m. (CET).

All standard product support services are provided in accordance with Softing Industrial Automation GmbH within the scope of available capacities and in accordance with the general terms and conditions applicable to standard product support.

Premium (subject to charge)

For requirements that go beyond the standard, we offer you the services of our premium product support. Depending on your requirements, you can purchase hourly packages for specific tasks or conclude universal service level agreements (SLAs). If required, we can also come to you and support you directly on the machine or in the system.

Technical inquiries that reach us under the umbrella of a corresponding premium agreement are always given priority in processing compared to inquiries within the scope of standard support. In addition, our premium product support services also cover inquiries that go beyond basic technical assistance and relate to your specific application. If necessary, the expertise of our development department will also be called upon.

Do you use a Softing product for which general support has already been discontinued (EOS)? We may still be able to help you as part of our premium product support.

Do you have a specific need for our premium product support or would you like to find out more about our premium product support services in general? Send us your request!