Cadence® Global Customer Support maintains and continually updates an extensive knowledgebase of articles, as well as a wealth of other product information and technical documentation. This information is readily and securely accessible via Cadence Online Support, a 24x7 online support tool that provides you with articles right at your fingertips, saving you time and effort. More than 5,000 new articles are published on Cadence Online Support every year.
Cadence customers with current maintenance can set up online support accounts, update profiles, define user preferences, and start taking advantage of the many benefits of Cadence online support. Based on your selected preferences, Cadence Online Support will proactively notify you of updated articles and release information, empowering you with the latest knowledge as soon as it becomes available.
If you're unable to find answers to technical issues on Cadence Online Support, Cadence Global Customer Support provides flexible access to the expertise required to overcome engineering challenges. The basic element of communication between customers and Cadence Global Customer Support is a case submission. Cases may be submitted via Cadence Online Support to request assistance of Cadence Global Customer Support. Case submissions enable you to describe the problem and provide test cases or other supporting documentation that will assist the assigned Cadence Support application engineer in issue resolution.
Cadence maintains infrastructure and processes to ensure timely case creation and assignment to Cadence Support application engineers based on product expertise. Instant alerts are sent to the case owner, guaranteeing efficient and timely response to your technical issues. The Cadence Support application engineer will review all of the submitted information about the issue, including attached test cases. They are equipped with tools and technology to access your case and Cadence Change Request history to better understand the full range of design challenges faced by Cadence product users.
Cadence Support application engineers utilize an extensive knowledgebase of articles and Cadence resources with high technical expertise to quickly address your technical issues. On average, a Cadence Support application engineer has over 5 years of experience at Cadence and over 12 years of industry experience. Each engineer completes over 80 hours of technical training per year to increase expertise and stay on top of product updates and features. Cadence Support application engineers work closely with the product development teams to gain early visibility to upcoming product releases and to educate R&D teams in technical issues faced by Cadence customers.
Communication is the key to successful issue resolution. Cadence Support application engineers work closely with customer teams to ensure that the issue is resolved to your satisfaction. They utilize web collaboration and other tools to assist in rapid and successful case resolution. Cadence also ensures that you have access to the latest updates and status of the issue resolution process and related Cadence Change Requests via Cadence Online Support—anytime, anywhere.