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Software Updates

Major product releases are made on a regular basis for all products in the Enea product portfolio. Major releases include cumulative upgrades containing corrections to products and new functionality to be included in the licensed products. Maintenance updates and patches are provided for corrections to problems as available and upon request.



    Extended Support Service

    Extended maintenance options are available for an additional fee that is determined based on the services that you selected. Potential Extended Support Services include on-site support, support reviews and a quicker turn around of support issues.

      Product Support

      Dedicated to Your Success

      Enea customers profit greatly from excellent support during all phases of the development of a real-time platform. Enea provides a high efficient help desk and timely resolution of problems, as well as dedicated extended project support and training.

       

      How to Contact Enea Support

      You can request technical support on-line, via e-mail or by telephone (click here for your local contact) during local business hours.

       

      EneaIssues/Jira

      http://www.enea.com/issuetracking

       

      Email Addresses

      support@enea.com (valid for all customers located in North America)

      support@enea.se (valid for all customers World Wide)

       

      Problem Resolution

      Please consult our online documentation or our Trouble Shooting Guide (TSG) for a fast way to quickly get help.

       

      Our support engineers are always ready to give you quick help. When contacting Enea Global Support, if possible try to provide relevant information such as the following:

      1. The name of the software product component
      2.  Version Number
      3.  Error Messages
      4.  Documented sequence of events to reproduce the problem

      Please also communicate the severity level of your issues.

       

      Critical – The full system is unusable, with no known workaround available
      Serious – A component of the system is unusable until a fix is available
      Minor - Little or no impact on the use of the product

       

      Enea will track your request in EneaIssues/Jira and you will be sent progress updates via email. Please respond to the updates by logging in to the tool.