FME Gold Technical support

Don’t have the time or budget to train all users to the same level of FME® expertise? With FME Gold Support, you can eliminate time spent finding answers using trial and error. Our FME Certified Professionals are available to offer FME application assistance to help you quickly solve your most pressing data interoperability headaches.

Highlights

  • Email, web and telephone support 5 days per week, 8 hours a day
  • Application assistance on both FME Desktop and FME Server
  • Advice and help on any FME-related problems, “how to” questions or comments
  • Customer Portal access for logging, tracking and updating support tickets
  • Remote control diagnostics service
  • Optional Service Level Agreement (Extra fee required)

For project consulting or customization services, please contact us to discuss your requirements.

Benefits

  • Eliminate time spent on finding answers using trial and error
  • Reduce the internal support burden placed on experienced users
  • Support new users’ ramp up experience more effectively
  • Maximize the use and potential of your FME software investment

How It Works

FME Gold Support is managed through our website. To submit a support request, please visit www.safe.com/supportrequest to fill in the form provided on this page. You can also upload files to support your enquiry, such as screenshots, log files or sample data. An FME Certified Professional will contact you to discuss your ticket.

Response Times

Our FME Certified Professionals are available to respond to support enquiries between 9:00am and 5:00pm Pacific Standard from Monday to Friday, excluding Canadian statutory holidays. They strive to respond to support requests within 48 hours. If you require a Service Level Agreement (SLA) with guaranteed timescales and detailed quarterly reporting, please contact us to discuss your needs.

Support Staff

Behind FME are passionate, fun and brilliant experts, ready to help you succeed. FME Gold Support is provided by staff who have met the requirements of our technical skills credentials program and received designation as FME Certified Professionals. Our support experts are experienced in supporting customers from diverse environments and can communicate technical concepts in non-technical language.

Availability

FME Gold Support is available for purchase in North America by customers with valid Annual Maintenance. Similar offerings are available through our VAR Partner network. For a list of VARs in your local area, please visit our Partner Locator.

Pricing

FME Gold Support is priced at $1500 for 5 cases and is based on a 12 month term. Additional tickets (blocks of 5) can be purchased at any time. Renewals are managed automatically at the end of each 12 month term. Customers must have a valid annual maintenance contract at time of purchase.

How to Buy

For more information or to buy, contact us today at 1-800-487-9141 x287 or at info@safe.com.