Open a sup­port tick­et with SMA Solutions

There are three ways to open a support ticket:

Option 1 – You can always call the SMA Support team directly at 877-363-2305 for your support needs. This is the best method to use when you have a production outage or need emergency assistance. This number is staffed 24 hours per day, 7 days per week for High Priority needs.

Option 2 – You can open a new ticket or check the status of an existing ticket on the Customer Community. You can access the Customer Community by clicking here. If you do not have a Customer Community login, please email the SMA Support team at support@smasolutionsit.com and we will be happy to create one for you.

Option 3 – You can also send an email to the SMA Support team at support@smasolutionsit.com and a technician will respond within one business day.

After-hours and unsupported versions policy

Please note, that you may also contact us outside of normal business hours for Production Outages (Priority 1 or Priority 2) 24 hours per day, 7 days per week, 365 days per year, at 877-363-2305.

Click here to download more information on our Support Priority Levels.

  • If contacting us outside of normal business hours via the telephone, leave a message and the system will page the on-call person. All other inquiries should be sent via email to support@smasolutionsit.com or a ticket can be opened in the Customer Community and you will be contacted on the next business day.
  • All calls received outside of normal business hours that are NOT Production Outages are subject to a fee of $250 per hour.
  • All calls received for unsupported versions of OpCon are subject to a fee of $150 per hour during normal business hours and $250 per hour outside of normal business hours.

What is a production outage?

Production outages are those instances involving the OpCon Product on the Production system. This includes the following scenarios:

  • Loss of communication occurs to or from an Agent
  • SMA applications managed by SMA Service Manager are nonresponsive
  • SMA Service Manager will not stay running
  • SMA application cannot update the database
  • SMA application/services cannot connect to the database
  • Any process where there is NO workaround available

2018 hol­i­day calendars

United States

New Year’s Day – Monday, January 1

Good Friday – Friday, March 30

Memorial Day – Monday, May 28

Independence Day – Wednesday, July 4

Labor Day – Monday, September 3

Thanksgiving, Day Before – Wednesday, November 21 (Closing at 12:00 p.m. CST)

Thanksgiving Day – Thursday, November 22

Thanksgiving, Day After – Friday, November 23

Christmas Eve – Monday, December 24

Christmas Day – Tuesday, December 25

New Year’s Eve, Day Before – Monday, December 31 (Closing at 3:00 p.m. CST)

France

Monday, January 1 – New Year’s Day / Jour de l’An

Monday, April 2– Easter Monday / Lundi de Pâques

Tuesday, May 1 – Labour Day / Fête du travail

Tuesday, May 8 – Victory Day in Europe / Armistice 1945

Thursday, May 10 – Ascension Day

Monday, May 21 – Whit Monday / Lundi de Pentecôte

Saturday, July 14 – Fête Nationale / National Day

Wednesday, August 15 – Assumption Day / Assomption

Thursday, November 1 – All Saint’s Day / Toussaint

Sunday, November 11 – Armistice Day / Armistice 1918

Tuesday, December 25 – Christmas Day / Noël

Italy

New Year’s Day – Monday, January 1

Epiphany – Saturday, January 6

Easter Monday – Monday, April 2

Liberation Day – Wednesday, April 25

Labour Day / May Day – Tuesday, May 1

Assumption Day – Wednesday, August 15

All Saint’s Day – Thursday, November 1

Saint Ambrogio Day – Friday, December 7

Christmas Day – Tuesday, December 25

St. Stephen’s Day – Wednesday, December 26

The Netherlands

New Year’s Day – Monday, January 1

Good Friday – Friday, March 30

Easter Monday – Monday, April 2

Ascension Day – Thursday, May 10

Whit Monday – Monday, May 21

Christmas Day – Tuesday, December 25

St. Stephen’s Day – Wednesday, December 26

Switzerland

New Year’s Day – Monday, January 1

Berchtoldstag / Berchtold’s Day – Tuesday, January 2

Karfreitag / Good Friday – Friday, March 30

Ostermontag / Easter Monday – Monday, April 2

Näfelser Fahrt – Thursday, April 5

Tag der Arbeit / Labor Day – Tuesday, May 1

Auffahrt /Ascension Day – Thursday, May 10

Pfingstmontag / Whit Monday – Monday, May 21

Bundesfeiertag / Swiss National Day – Wednesday, August 1

Allerheiligen / All Saints’ Day – Thursday, November 1

Weihnachten / Christmas – Tuesday, December 25

Stefanstag / Boxing Day / St. Stephen’s Day – Wednesday, December 26

United Kingdom

New Year’s Day – Monday, January 1

Good Friday – Friday, March 30

Easter Monday – Monday, April 2

Early May bank holiday / May Day – Monday, May 7

Spring bank holiday – Monday, May 28

Summer bank holiday – Monday, August 27

Christmas Day – Tuesday, December 25

Boxing Day – Wednesday, December 26