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

Learn more…

Here are some useful links:

AssetWise Reliability Help Documentation

On Demand APM Learning

Are you a Support Person for AWR at your site?

To submit an Service Case

go to Bentley Support Portal

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. Limited impact and urgency work progress not directly impacted.	The behavior varies from user expectations, but the system works as designed. Resolution would occur during a future update.

Case Auto Closure

An automated system process monitors for responses when Bentley Support sets a case to awaiting info from customer (AIC).

If no reply from user when case is placed in AIC, reminders are sent:

2 business days later (day 2) follow-up email sent by system to user
6 business days later (day 8) follow-up email sent by system to user
5 business days later (day 13) follow-up email sent by system to user
1 business day after latest follow-up email sent the case will auto close
Total of 14 Business days from when case state is AIC to auto-closure

Response to any one of the notifications interupts the countdown, and returns the case into Bentley's court. When Bentley Support resets the Case to AIC, the auto close countdown resets from the top.

Do not hesitate to mention that you need additional time on a case by case basis, this can be accomodated.

Recommendations for successfully sustaining your AW Reliability system 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

Users are expected to maintain both live and test environments, and to keep them regularly synchronized.

A test system allows you to safely explore configuration changes, new features, and upgrades without affecting production users.

It also enables Bentley Support to assist you in testing solutions without risking live data, while using data and configuration specific to your implementation

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 - On Prem Implementation only

Users are responsible for performing regular backups of both live and test systems. To support this, our Professional Services team can assist in defining and implementing a tailored backup strategy. If you’re interested in this support, please reach out to your Professional Services or Sales contact.

Additionally, we strongly recommend testing your recovery process regularly to ensure data integrity and system resilience.

APM BeCommunity and APM On-line Help

Your on-site AWR Support Team is responsible to be familiar with and have access to our Bentley AWR on-line Community and Resources.

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.

Prefer a walk through of this article?

If you would prefer a walk through of this article, a personalilized tour of our on-line resources can be arranged via a Service Case to Product Support.

Introduction to APM Support