Reliable FME support,
when you need it most
Your current license or subscription purchased with Consortech includes access to FME Customer Support.
Technical Assistance
Glitches, errors, or system issues? We diagnose and resolve them quickly.
Support hours
Monday to Friday, 8h30am to 5pm (EST)
Subscription License Request
Need to add a new license under your current subscription?
Our team is just a message away.
Scope of FME Customer Support
FME Customer Support covers
- Diagnosis of product defects: Identifying and diagnosing defects or bugs in the FME Platform software.
- 1st and 2nd level support: Assistance with errors and issues arising from the FME Platform, including troubleshooting and resolution at initial and intermediate levels.
- 3rd level support: Escalating issues and coordinating with Safe Software for higher-level support when necessary.
- Security concerns: Addressing any security vulnerabilities or concerns related to the FME Platform.
- Tool configuration inquiries: Providing guidance on tool setup, configuration, and best practices.
- Product updates: Answering questions about product updates and offering architectural advice at a high level.
- General Inquiries: Responding to general questions regarding the capabilities and functionalities of the FME Platform.
Types of issues not included in scope
- Custom development: Creating, modifying, or troubleshooting custom FME workspaces, scripts, workflows, or code developed by the customer.
- Installation and migration: Providing step-by-step assistance for software installation, platform migration, or configuration setups.
- Workflow design or optimization: Assisting with the creation, modification, or optimization of workflows to meet specific business needs.
- System and network design: Offering consulting on broader IT infrastructure, network configuration, or system design to meet specific business needs.
- Third-party application support: Configuring, installing, or troubleshooting issues related to third-party applications integrated with the FME Platform.
Customers may submit a support case for any issue encountered. However, cases involving unsupported environments or configurations may significantly impact Consortech’s ability to respond and resolve such cases.
For these types of requests, Consortech offers professional services tailored to your specific needs.
FME Supported Versions
Safe Software supports each version of FME for three years after its public release. We recommend upgrading at least once every two years.
- Fixes and updates: Product fixes, updates, and security patches are generally provided in the latest FME version or a future release. Customers may need to upgrade to the latest version to receive these updates.
- Security and product fixes: Only the current year’s releases will be assessed for potential security vulnerabilities.
- Note: All support is provided “as-is” and with no warranties, including any warranty of fitness for use. All templates, demos, and other information provided are non-exclusive.
License-related questions? Our Safe Software-certified experts can help you plan your migration with success.