24/7 technical hotline, covering 98% of our customers

Our Support team is with highly qualified engineers, regularly trained on the latest release of our products and also on any technology changes. In order to ensure the highest quality of service, our team rotates between support, services, R&D and testing departments.

1. Hardware and software requirements for each product
2. Standard troubleshooting procedures
3. Product specifications and documentation
4. Technical tips and FAQ
5. Downloadable updates and corrective patches (bug fixes)
6. Downloadable product documentation

Diagnostic Tools:

Siveco Support uses the latest technologies to interact with customers, making it possible to launch an interactive session remotely and to post, diagnose and resolve technical problems simply and instantly online.

The ‘desktop sharing’ tool also makes it possible for a support technician to present or explain a function directly on-screen.

The tool also makes it possible to gather technical information on a remote computer (e.g. Operating system, Service pack, IP Configuration, memory, applications held in memory etc…) in order to bring together all the necessary elements required to perform a diagnosis.

On-site Support:

Siveco technicians can be dispatched on site to resolve your problems, and may be accompanied by implementation or R&D experts.

On site visits can also be used as a training opportunity to help you optimise your use of Coswin 7i.

The Siveco SupportNet Maintenance Contracts:

Standard Maintenance Contract: free regular upgrades, access to Technical Center website and unlimited online support during local office hours.

Silver Maintenance Contract: in addition to the above, access to the Desktop Sharing tool for online diagnosis, access to the Siveco knowledge database and online account management with the possibility to log and follow-up incidents online.

Gold Maintenance Contract: in addition to the above, 24/7 support with exclusive assignment of a Technical Manager to your account. This ensures you receive immediate and personalized support.

The Hotline

The local Siveco Group telephone support service is available from Monday to Friday, 9am to 6pm. (CET)

Our various international teams manage technical support 24 hours a day :

The European and Africa regions are handled by the Siveco France Hotline.

The Asia and Pacific regions are handled the Siveco China Hotline.

The Americas are covered by The Siveco Brazil Hotline.

The Asia Pacific support center, hosted by Siveco Shanghai, is part of our global support network since 2007, offering the full range of support capability in Chinese and English language 24/7.