Support Plans

FAQs

• I have neither SLA nor an Engineering Studio Subscription. What does that mean for me?
  Basic Support generally includes access to product documentation, the knowledge base, zenon Academy and community resources, plus basic assistance. This typically does not include prioritized response times, in‑depth product analysis, or dedicated engineering support. For extended assistance, consider an Engineering Studio Subscription (ESS) or an SLA.
• I have a Service Engine license and also an engineering license for further project customization - what support do I get?
  If an SLA is in place for both licenses, you will continue to benefit from the additional services included in the SLA without needing to purchase an Engineering Studio Subscription.
• I have already purchased a CDDN license for 2026. Do I need to buy ESS now to receive engineering support?
  No. Already existing CDDN agreements for 2026 remain unchanged. The conversion of those licenses to ESS will occur with the agreement for 2027.
• I do not have an SLA or ESS but need urgent assistance — how can I get help?

  If you require immediate or specialized help, engage our Professional Services, who can provide rapid, paid support and solutions. You can also contact Sales/Support to discuss paid support options or one-off assistance.

• What support is covered by the Engineering Studio Subscription (ESS)?

  Product-focused questions: Help with supported products, product documentation, program sequences, and practical product usage.

  Problem solving & workarounds: Practical advice to diagnose issues and proposed solution approaches so your team can resolve problems independently where possible.

  Case-based assistance: Each support interaction is an individual reply addressing a specific, stand‑alone problem (i.e., not materially linked to other reported issues).

• What changes with the COPA-DATA Developers Network (CDDN)?
  The CDDN will be replaced by the Engineering Studio Subscription (ESS) in 2026. In addition to the new name, the variants of Engineering Studio license options will be simplified.
• I need guidance on project and system architecture best practices. How do I get support for that?

  Our Professional Services teams provide tailored guidance to achieve best‑practice solutions for your specific project requirements. Contact Professional Services for project consulting, architecture reviews, and implementation support.