Welcome to the BSI Support Center
- For Validation Codes - please follow the Validation Codes link to submit a request. Validation Codes are available between 8:00am and 4:15pm Pacific, Monday to Friday (excluding public holidays). Kindly note that Tech Support is unable to provide validation codes, even for off-air conditions.
- The answers to most common issues are already documented on our Frequently Asked Questions page. You may like to browse all our FAQs before submitting a Tech Support Ticket.
- For Technical Support issues (including any hardware or software purchased directly fro BSI) you can create a new Support Ticket, or view progress of a current ticket using the menu links on the right to Create Ticket or View Ticket (requires login).
OFF-AIR EMERGENCY (Requires Platinum Tech Care Plan)
For issues causing an off-the-air condition, (except validation codes) customers with a valid Tech Care Plan can call 1-541-342-5250 24 hours a day, 7 days a week.
NOTE: After hours support can not help with training or non-off-air issues, but business-hour support will be happy to assist with these issues.If you do not receive an immediate answer, please listen carefully to the recorded message and follow the instructions to Page the next available Engineer. We aim to respond in less than 60 minutes whatever the time of day or night.
Telephone Support (Requires Tech Care Plan)
Customers with a valid Tech Care Plan can call 1-541-342-5250 for Telephone Assistance between 6am and 6pm (Pacific) on regular business days.BSI Technicians can assist you with any hardware or software purchased directly from BSI; however there may be instances where we will refer you to a third-party for support (for example, Dell provides an on-site Warranty with telephone pre-diagnosis; Natural Software supports Natural Grid, Log and Music directly).
At busy times support technicians may be with other customers. In the rare case that you don't get straight through to a technician, listen carefully to the recorded message to arrange a prompt call back.
Customers with a valid Platinum Tech Care Plan can get help with their systems using an internet connection and the remote control software available by clicking here.
BSI Technical Support engineers can remote control your system to diagnose issues or perform walk-through training as provided by your Tech Care Plan or Training Plan.
You must contact BSI Technical Support at 1-541-342-5250 to initiate a remote session. Training and "one-off" remote sessions can be purchased from BSI Sales at 1-888-BSI-USA-1 (there is no additional charge for remote sessions during any training purchased)
The BSI User Forum is an excellent on-line resource comprising of over 2,000 Simian users from around the world, including beta testers (it's also monitored by developers and BSI's in-house tech but is NOT a substitue for support). However, the BSI User Forum has the World's leading Simian Experts all in one place! They have contributed over 19,000 searchable posts on a wide range of topics making the forum an excellent place to look for general advice, tips & tricks and to check if someone else has already solved the challenge you are faced with.Owing to the international customer base and goodwill of BSI distributors around the world its often possible to receive answers and suggestions around the clock and in different time-zones. Access to this huge resource is currently free-of-charge and operates on a goodwill basis - thus a response cannot be guaranteed.
The BSI Knwoledgebase contains documents written by BSI Tech Support staff with how-to and walk-through instructions for questions they get asked frequently. Many times a phone call to BSI Tech Support can be avoided by using one of the documents available here.
Web/Email Support Ticket System
In order to streamline web based and email based support requests and better serve you, we utilize a support ticket system. Every support request is assigned a unique ticket number which you can use to track the progress and responses online. For your reference we provide complete archives and history of all your support requests. A valid email address is required to submit a ticket.
To create a new Support Ticket, either use the Open a New Ticket link below, or send an email to firstname.lastname@example.org. To view an existing Support Ticket, use the Check Ticket Status link below.
Support Tickets are monitored regularly by all our technicians and we aim to provide a 60 minute response to tickets from Platinum Tech Care Plan holders, and 24 hour response to all other tickets submitted on normal business days between 6am and 5pm (Pacific).
Open A New Ticket
Please provide as much detail as possible so we can best assist you. To update a previously submitted ticket, please login.
Check Ticket Status
We provide archives and history of all your current and past support requests complete with responses.
Be sure to browse our Frequently Asked Questions (FAQs), before opening a ticket.