Contact OutSystems technical support
If you need help, and cannot find the answer in our online documentation, our Customer Support team is ready to help you.
Check the OutSystems Support Terms of Use for detailed information on our policies.
Looking for Support for your Personal Environment? Find out more here.
How to contact OutSystems support
Find the available support channels below:
Web Support |
Phone Support |
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Contact Details
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Contact Details Toll-free and country numbers
Alternative international numbers
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Availability Enterprise Support Monday to Friday during OutSystems business hours excluding January 1st and December 25th.1
Extended Support Add-on to Enterprise Support, for Urgent or High issues. Available 24/7, all days of the year. |
Availability Enterprise Support Monday to Friday during OutSystems business hours excluding January 1st and December 25th. 1
Extended Support Add-on to Enterprise Support, for Urgent or High issues. Available 24/7, all days of the year. |
Use our online ticketing system to submit a ticket or check the status of an existing one.
Contact the Customer Support team by phone if you have a high or urgent issue, like not being able to access your PaaS. The calls are answered on a first-come-first-serve basis. Our team will give you a ticket number for referencing your specific issue on subsequent updates.
OutSystems business hours
Our business hours cover Monday through Friday:
- 6 AM to 5 PM PST (Pacific Standard Time) for customers headquartered in North, Central, and South America
- 8 AM to 6 PM BRT (Brasília Time) for customers headquartered in Brazil
- 7 AM to 5 PM SGT (Singapore Time) for customers headquartered in countries in the Asia-Pacific region
- 8 AM to 5 PM GST (Gulf Standard Time) for customers headquartered in countries of the Middle-East region with Sun-Thu working weeks 1
- 8 AM to 7 PM WET (Western European Time) for customers headquartered in Europe, Africa and all other countries not considered elsewhere.
Help us help you
To speed up the troubleshooting of your problems, be sure to include this information in your communications:
- End-Customer Name: the owner of OutSystems Platform with the problem;
- Activation Code: the infrastructure unique identifier. Learn how to find the Activation Code for your infrastructure;
- The version of the OutSystems Platform;
- The problem you're experiencing, and steps to reproduce the problem. Learn how to troubleshoot frequent problems;
- What you think is the severity level of your problem, and why.
How support requests are handled
Our Customer Support team actively monitors and triages incoming support requests. Tickets are addressed according to the severity of the issue.
Your responsibilities
Be sure to accurately explain the problem you're experiencing, so that our support engineers can help you solve your problem quickly. Also, make sure you are available in case our support engineers need your assistance for further troubleshooting.
Notes
1 For customers headquartered in countries of the Middle-East region with Sun-Thu working weeks, business days Sunday through Thursday and business hours 8 AM to 5 PM GST apply only for tickets of Urgent and High severity; for tickets of severity Normal and Low the business days and business hours for Europe and Africa apply.