Helping You Get the Most Out of HEAT Software Products
At HEAT Software, we understand it’s not just about technology — it’s about how technology can help your business. With HEAT Software Global Support Services, you can rely on support from experts around the world to deliver high quality, dependable service to help you meet your HEAT Software technology needs. We offer a variety of support options to ensure you receive optimal support that fits your organization.
The Global Support team exists to deliver world-class support to you, our valued customers. Our mission is to provide you with the highest quality of care, technical expertise and professional courtesy, aiming to consistently exceed your expectations. Technical Support is available to all customers with a current maintenance and support agreement.Contacting Support
HEAT Software currently operates six Global Support Centers. For customer convenience, calls are covered by all support centers to provide the highest level of availability and product expertise regardless of the originating region. Visit our contact page for regional telephone numbers.
For a detailed look at our Global Support Phone Menu, click here
Notice: Discontinuation of Incident Creation via Email *
In order to streamline your support access, we removed the ability to create new support incidents via email beginning February 13, 2017. All incidents should be raised via our Self-Service Portal or via phone if urgent.
Utilizing Self-Service provides the following benefits:
Your login to the Self-Service Portal will be your company email address. Please visit the portal and utilize the “forgot password” option to validate your account information. If an active account is located, the system will email a temporary password to login to the system. The site also allows existing users to add new users, so ask a peer that already has a login to help add you to the portal. Accounts can also be created by contacting Customer Care.
*Email correspondence is supported after incident creation.
For more detailed information, please refer to our Support FAQ here.
Customer Self-Service and Knowledge Base
Visit our Self-Service portal and Knowledge base at https//support.heatsoftware.com for 24×7 online access to each of these great benefits:
We encourage you to log non-critical incidents through our Self-Service portal. Keywords from the incident description you provide are automatically searched in our Knowledge base and may result in you finding an immediate resolution. In addition to logging new incidents, you can see the status of existing incidents, add incident notes to communicate with Support, upload attachments, and view your incident history.
Search the Knowledge base and benefit from the same tool used by the HEAT Global Support staff. Our team adds hundreds of articles each month. Search on key words to find useful technical answers, release notes, technical manuals, and white papers.
Documentation and Downloads
Access the latest releases and related documentation for the products you have current on maintenance with HEAT.
Read any important announcements from HEAT Global Support.
Cloud Change Calendar
In order for HEAT Cloud Operations to maintain the highest levels of availability and service to our customers, it is sometimes necessary for us to carry out planned maintenance on our infrastructure. As such, view our Cloud Change Calendar to see the planned maintenance windows. During any planned maintenance, the system may be unavailable to all affected tenants but not all windows will result in a full outage for the entire window.
Global Support is committed to complete customer support. We aim to be the trusted advisor and stakeholder in our customers’ success, serving as the “Voice of the Customer” throughout HEAT Software.
A Maintenance and Support Agreement with HEAT provides you with a multi-channel support experience from a world-class center of excellence and access to product enhancements. Maintenance and Support is an essential component in the success of our relationship. Our Maintenance Renewal team can help answer questions about Maintenance and Support and quote renewals.
For more information please contact our Maintenance Renewal coordinators by email based on your product and/or location, or visit our contact page for a regional telephone number.
- Service Management and DSM: email@example.com or EMEA_Maintenance@heatsoftware.com
- EMSS/Endpoint Security: Renewals@heatsoftware.com
- LANrev/LiveTime: firstname.lastname@example.org
Looking for immediate access to the latest HEAT Software information? Need assistance updating your account information? Our Customer Care team is here to help by providing non-technical information on product-related questions. For more information please contact our Customer Care coordinators by email or visit our contact page for a regional telephone number.
The Client Relations team can provide an escalated level of customer support when standard support processes are not meeting the needs or expectations of your business. Client Relations can be contacted by email.
When contacting Client Relations, please be prepared with the following information to help us expedite your issue:
- HDA or Contract Number
- General summary of the issue and product (if applicable)
- Business issues supporting escalation requirement
- Any Incident Numbers to reference from Self-Service History
This online community is the place for you to interact with other users, our product experts and partners. We’re using this community to share important product and event information, customer newsletters, customer success and much more. You can ask questions, see answers and build business relationships to grow your network of industry contacts. Get connected at https://community.heatsoftware.com/.