Are you CONNECTED?
Verify/Create your Bentley Connect ID and join the APM BeCommunity…
- Go to https://connect.bentley.com/
- Login
If this is the first time and you are not sure you have an ID:
- Select "Forgot Password?" located under the login credentials area.
- Enter your work email and click send.
- If you are in our system a confirmation email will be sent to your inbox (1 – 2 minutes) asking you to reset your password. The confirmation email may go into your spam inbox but once you have reset your password you should be able to sign in to your profile from www.bentley.com
- If your email was not recognized you will have to sign up for a new account, select "Register" located under the green sign in button and register for a new account.
- If you encounter problems with this process, please contact 1-800-Bentley, with your Site ID information in hand.
Join us…
Go to APM BeCommunity: https://bentleysystems.service-now.com/community?id=assetwise_asset_reliability_landing
Ensure to log in to get full access to our online services
You can Bookmark the page, and setup notification options for the Forums you subscribe to in your Communities User profile
Most of the links below are included on this landing page.
Important to setup...
Notifications for issues that impacts our Cloud Products or Services, be it an Incident or Scheduled Maintenance:
Go to the Bentley Cloud Services Status page and subscribe
Notifications for Support Alerts
Go to New Support Alert Article in our KB and Subscribe
Notifications of upcoming SIG webinars, new Release announcements and other news:
Go to the Asset Reliability News Forum tile and Subscribe
Notifications of new forum posts:
Go to the Asset Reliability Forum tile and Subscribe
Note: Forum notifications are temporarily suspended, this note will be updated when the functionality is restored. Please submit Service Cases in the meantime if your query is not addressed on the Forum. (affects New and Forum alerts, KB notifications are working
Learn more…
Here are some useful links:
AssetWise Reliability Help Documentation
Are you a support person?
To submit an Service Case go to Bentley Support Portal
Other useful links:
Bentley Support Portal Information
Bentley Global Technical Support Guide
Techniques for reporting APM product support requests
For assistance with customizations, screen alterations, report creation or system administration training, contact your Account Manager to arrange engagement with our Professional Services Team.
Are you an Administrator for your account?
Bentley CONNECT IDs for all the users at your account can be managed and maintained by users that have an Admin or Co-Admin role assigned to their Bentley CONNECT ID.
If you need help with setting up users, or need to find out who are Administrators/Co-administrators for your account, submit an SR to the Website Assistance Team.
For more information and support articles visit or search in our User Management 2.0 Wiki
Here is the link where the administrators need to go to do this task: User Management
If you need further help with setting up users, or need to find out who are Administrators/Co-administrators for your account, go to connect.bentley.com , use the What would you like to do today? dropdown to sellect the Find my Administrator option, go to the bottom of your profile to find the list.
Case Priority reference chart
|
Name |
Classification |
Description |
Example |
|
Priority 1 (P1) |
Critical |
Complete loss of service or production down situations where no workaround exists. Incidents which have a critical impact on the business's ability to maintain operations and demand an immediate response. The production down incident affects multiple locations or high number of users in one (1) location. |
Users at multiple sites cannot access the system and no workaround exists. |
|
Priority 2 (P2) |
High |
Severe loss of functionality or performance. Major feature/product failure, where short-term workaround may be available; operation can continue in a restricted fashion. The application is usable but severely limited. Risk of impacting the deadline. A high number of users unable to perform their functions.
|
Users can access system and, while a workaround exists, there is material degradation of functionality or performance
|
|
Priority 3 (P3) |
Medium |
Incidents that cause non-critical product features to malfunction consistently. Major feature/product failure where an acceptable workaround is available. Problems with a business function in the software, which causes severe inconvenience to users. |
A non-critical service is not available to some users. |
|
Priority 4 (P4) |
Low |
Incidents that do not compromise production or for which a suitable workaround has been identified. Operational questions, informational requests. |
The behavior varies from user expectations, but the system works as designed. Resolution would occur during a future update. |
Support recommendations for successfully sustaining your AW Reliability implementation
Primary Support Contacts
It is recommended and beneficial that your organization appoint a primary AWR Support Team.
A fully trained Team will enable achievement of the full business value of your Bentley software.
Primary Contact: This person should be responsible for raising Cases with Support and filtering out common usability issues.
Reliability Contact: AWR Product Champion, likely the person who will be given access to and responsibility to submit enhancement suggestions via the IDEAs portal
Super User(s): Trained/knowledgeable AWR Users who can be contacted by your User community for product usage questions and recommendations.
Test Systems
It is expected that users have both live and test systems. These should be regularly kept synchronized.
The use of a test system enables the user to test configuration ideas, new functionality and upgrades without impact on production users. It also enables Bentley Support to work with you to test solutions without risk to production data.
In the event that no test system is available then Support cannot guarantee to meet service level targets and there is potential for the integrity of live data to be compromised.
Remote Access
Bentley Support staff will from, time to time, require remote access to user's systems to facilitate more efficient investigation and faster resolution of more complex issues.
Access with reasonable performance must be provided when such troubleshooting is necessary, or a copy of the database can be provided, which Bentley would handle with strict security guidelines and confidentiality.
In the event that reasonable remote access is not available, Bentley Support cannot guarantee to meet service level targets, or be able to troubleshoot the issue effectively. A billable service engagement may be required to resolve a complex situation.
Backups
It is expected that users perform regular backups of both live and test systems. Although it is the user's responsibility to ensure that these backups happen, our Professional Services team can help define and implement a backup strategy. If this is of interest, please contact your Professional Services or Sales contact to this effect. It is recommended that users test their recovery process on a regular basis.
APM BeCommunity and APM On-line Help
It is expected that the user's AWR Support Team are familiar with, have access to our on-line BeCommunity and on-line Help.