Support Services

Match growth with streamlined processes

Over the past decades as your business has grown, each business unit, region or newly acquired asset applied your designed management systems in their own way. This has led to hundreds and sometimes thousands of overlapping processes and systems to support tracking incidents, operational risks and improvement objectives. Today you are investing heavily in your people and systems to collect massive amounts of operational data that your plants, business units and headquarters need.

Companies like yours are partnering with Sphera to help them with solutions that underpin their management systems and accelerate the results of their operational excellence program. We have helped our community of asset-intensive customers walk this path ahead of you and developed best practices to help you be successful. Sphera provides a full spectrum of maintenance and technical support offerings, enabling you to effectively use our software and solutions.

Unlock your operational excellence potential

After significant investments in software and services, many companies and their third-party implementation firms walk away with little concern for your ongoing sustainment. As both the vendor and implementation team for your project, we partner with you for long-term success.

Sphera Customer Care representatives are available Monday through Friday from 8 a.m. to 5 p.m. U.S. mountain time (GMT-6) during business days excluding Sphera holidays. Most of our customers get their support from the Customer Network, which is accessible 24/7.

Customers that have a license and current Maintenance Agreement for Sphera products are eligible to register for the customer network. Registered customers have access to the following:

  • New releases and product updates to all modules for which you have a current Maintenance Agreement

  • FAQs on all products covering top known issues and resolutions

  • Support incident submittal and tracking through our state-of-the-art customer ticketing portal

  • Valuable access to information in advance of it released to the public

  • Forums moderated by experienced product managers with input from industry professionals around the world

  • Training calendars for regional and web-based training with secure and easy shopping cart for online registration

  • Real-time notifications through our RSS feed and support contact with a high level of world-class service

  • A voice in future functionality with on-line product enhancement submission capability

  • Members address book for all Sphera users registered in the customer network