ADAMOS Support
If you have questions or problems relating to your use of the ADAMOS STORE, ADAMOS HUB and its modules, ADAMOS Support is available to help. Below you will find information about:
Scope of support
A central role of the ADAMOS STORE & ADAMOS HUB is to bring together the offers of various providers in one central place and to provide them to potential customers and users in a consistent, easily comprehensible way. It is therefore necessary and helpful to distinguish the scope of the support offered for the ADAMOS STORE & ADAMOS HUB from the support offered by third parties.
The ADAMOS Support Team is available to you for all questions relating to what ADAMOS offers in the ADAMOS STORE & ADAMOS HUB. This includes the following modules in particular:
- ADAMOS STORE
- ADAMOS Seller Center
- ADAMOS Shop-in-Shop Editor
- ADAMOS myApps
- ADAMOS Control Center
- ADAMOS Core Apps (e.g. Machine Book)
- ADAMOS Core Services (e.g. MDM, IAM)
For questions about the following services, please consult the support service of the respective provider.
| Service | Support |
|---|---|
| Applications of app providers | Please consult the support service of the respective provider. You will find the contact details for each app under myApps or on the product details page in the ADAMOS STORE. |
| IIoT platform | You can obtain support for the ADAMOS IIoT platform from Software AG at https://getsupport.softwareag.com/servicedesk/customer/portals. |
Support availability times
The times during which you can reach the staff of the ADAMOS Support Team and during which our colleagues work on your requests are as follows:
Working days and working hours: Monday - Friday 9:00 a.m. - 5:00 p.m. CET
Public holidays in the state of Hessen, Germany are excluded from the support times.
Service level
When it comes to answering your inquiry, we offer you defined response times, taking account of the degree of severity of your request. It is important here that the degree of severity is determined by the impact on your business operations. With this in mind, here are a few examples as a guide to assessing the degree of severity to assign. In the interests of all of its customers, ADAMOS reserve the right to adjust the degree of severity on the basis of factual assessment.
The working days and hours specified below are to be taken in the context of the support availability times given above.
| Degree of severity | Description | Examples | Initial response time | Subsequent response time | Expectation of the customer |
|---|---|---|---|---|---|
| Low | Your business operations are not disrupted or are disrupted only to a minor extent. Work with the ADAMOS STORE & ADAMOS HUB can continue without significant impairment. |
| <= 1 working day | As necessary | You confirm that your issue corresponds to the degree of severity selected and undertake to respond to the questions of the Support Team within an appropriate time frame to help find a prompt solution. |
| Medium | Your business operations are disrupted to a moderate extent. However, work with the ADAMOS STORE & ADAMOS HUB can continue to a reasonable degree. |
| <= 1 working day | As necessary | You confirm that your issue corresponds to the degree of severity selected and undertake to respond to the questions of the Support Team within an appropriate time frame to help find a prompt solution. |
| Serious | Your business operations are drastically restricted. Work with the ADAMOS STORE & ADAMOS HUB is severely impaired or impossible. |
| <= 4 hours | <= 1 working day | You confirm that your issue corresponds to the degree of severity selected. You undertake to respond to the questions of the ADAMOS STORE & ADAMOS HUB Support Team immediately to help find a prompt solution. |
Communication channels
You can communicate with the ADAMOS Support Team via the channels listed in the table below.
| Support portal | |
|---|---|
| support.adamos.com | support@@adamos..com |
Language
The ADAMOS Support Team is available to you in both German and English. We respond to you in the language in which you submit your support request.
Tips for finding a solution quickly
As the creator of a support request, you can make a significant contribution to finding a solution quickly and effectively. Please note the following instructions and guidelines in this context:
- The more detailed and precise the question or description of the problem and any associated instructions for simulating the problem are, the easier it is for the support staff to answer the question or deal with the problem and take action to find a solution
- For more complex scenarios, please use screenshots or videos where possible to make the issue clearer.
- If applicable, please specify the precise time at which your problem occurred.
- If applicable, please give the full name of the client (ADAMOS company ID) on which the issue is present.
- If applicable (developers), please specify the API version that you are using.
- Set a degree of severity appropriate to the situation in order to define the appropriate urgency and associated SLA. In the interests of other users, please do not classify obviously less urgent support requests as urgent.
- If appropriate, please describe the impact of the problem on your business operations in order to support the degree of severity and the urgency.