Support | brainwaregroup.com

Service

Support

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Product support

For a quick answer to any questions you might have, please consult the product documentation and our KnowledgeBase. These pages list common solutions.

You can obtain additional support on working days between the hours of 9 a.m. – 12 p.m. and 1.30 p.m. to 5 p.m. by calling the following numbers:

  • Switzerland and international: Tel. +41 (0) 41 748 22 11
  • Germany: Tel. +49 (0) 40 788 999-99

Instant contact

The support form is the easiest and fastest way to contact our service desk. Your query is collected and processed automatically in Spider Incident .

Support form

Service Level Agreement (SLA)

Here you will find further information about our customer support such as availability and response times.

To the Support and Services

Remote support via «LogMeIn Rescue»

LogMeIn Rescue provides direct remote support. To use this tool, request your 6-digit PIN code from the Support team.

Please enter the 6-digit PIN code here:



All available downloads can be found in our DownloadArea.

On this page you can also request licence keys for your products or trial versions.

Columbus Software Management

Here you can download the current version of Columbus.
To the Download

Spider IT Management

Here you can find all the Spider downloads.
To the Download

Software Services

Here you can find all sources and documents for Software Services, including the Product- and Article Catalog.
To the Download

SPIDER Service Desk

Here you can find all the downloads from Spider Incident, Spider Change and OperationsManager.
To the Download

Security related patches

With the growing threat from malware, patch management for securing IT infrastructure is becoming more and more important. The brainwaregroup offers a complete solution for updating software. Our Patch Deployment system finds security vulnerabilities, provides tested patches and organises their deployment. We therefore reduce your workload and bring security to your IT environment.

More information

KnowledgeBase

The KnowledgeBase is a contact point for all questions regarding software and lifecycle management. Here you can find a variety of tips and problem solutions. To KnowledgeBase

To KnowledgeBase

KnowledgeCenter

In the KnowledgeCenter you can gain access to the technical documentation for our modules.

To online documentation

Spider IT Management

ProductCurrent versionRelease DateTypeRelease Notes
Spider 6.4 Release: 08.06.2018    
Spider ITM (Asset, Licence, Contract) 6.4.0 HF3 03.09.2018 P PDF
Spider 6.3 Release: 04.05.2016 End of Support: 30.06.2020
Spider ITM (Asset, Licence, Contract) 6.3.8 03.07.2018 P PDF
Spider 6.2 Release: 12.06.2015 End of Support: 30.06.2018
Spider ITM (Asset, Licence, Contract) 6.2.17061 13.06.2017 P PDF
Spider 6.1Release: 09.07.2013End of Support: 30.06.2017
Spider 6.0Release: 01.06.2012End of Support: 30.06.2016
Spider 5.1Release: 29.04.2010End of Support: 30.06.2016
Spider 5.0Release: 28.01.2009End of Support: 30.06.2016

Software Service

ProductRelease INTERVALRelease Notes
Software Services
RecognitionmonthlyPDF
Software CatalogmonthlyPDF
Spider Data CollectormonthlyPDF

Spider Service Desk

ProductCurrent VersionRelease DateTypeRElease Notes
Spider Incident4.0.55014.06.2018P
Spider KnowledgeBase4.5.3014.06.2018P
Spider Change4.5.3119.12.2016P
Spider OperationsManager4.7.014.06.2018PPDF

Columbus Software Management

Productcurrent versionRelease DateTypeRelease Notes
Columbus7.5.504.06.2018FPDF

We want to be sure our customer receive best quality product support at all times. In order to ensure such we however also need our customers to keep their product installations on newer versions (typically not older than
3 years after product release).

The following list shows product support deadlines for particular versions. Once passed only onsite support at extra cost by our consulting team is available – this at best effort basis without any guarantees of success.

Product VersionEnd of Support
Columbus 7.2 (and older)
30.06.2017
Columbus 7.3
31.12.2017
Columbus 7.4
31.12.2018
Columbus 7.5
30.06.2020

Your Contact Persons

Team Leader Support

Christian Held

Team Leader Support

Christian Held

Bei der brainwaregroup kann Christian Held seine Ideen einbringen und so direkten Einfluss auf die Produkte nehmen – das schätzt er besonders. Er leitet den Support und bietet mit seinem Team den Kunden die bestmögliche Unterstützung. Seit rund 20 Jahren ist er im IT-Business tätig, seine Wurzeln liegen dabei im Bereich Novell System Engineering, sein Spezialgebiet sind Deployment-Lösungen.

Zu seinen Hobbys zählen Singen (Gospel), Fahrradtouren, Geocaching und Programmieren.

+41 41 748 22 11
support@remove-this.brainwaregroup.com

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Support Engineer

Patrick Lehmann

Support

Patrick Lehmann

Patrick Lehman ist kompetenter Ansprechpartner für alle Belange in Zusammenhang mit Columbus und Spider. Bevor er zur brainwaregroup stiess, absolvierte er eine Lehre als Informatiker Systemtechnik und erweiterte seine Berufserfahrung bei verschiedenen Firmen.

Als Fussball-Schiedsrichter, Mitglied der Swiss Referee Academy sowie Trainer und Präsident einer Unihockey-Mannschaft steht seine Freizeit ganz im Zeichen des Sports.

+41 41 748 22 11
support@remove-this.brainwaregroup.com

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Support Engineer

Tobias Merz

Support Engineer

Tobias Merz

Tobias Merz schätzt das nette Umfeld mit Kunden und Kollegen, in dem er seit 13 Jahren arbeitet. Als Support-Mitarbeiter versteht er die Probleme der Kunden, analysiert und löst sie. Er ist Dipl.-Ing. (FH) der Elektrotechnik mit Spezialisierung auf Technische Informatik/Systemtechnik.

In seiner Freizeit beschäftigt er sich mit Technik, dem Weltraum und Robotern. Ausserdem hört er gerne Musik, mag das Tanzen und Radfahren.

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Support Engineer

Soorya Saravanamuthu

Support Engineer

Soorya Saravanamuthu

Soorya Saravanamuthu mag es sehr, mit verschiedenen Persönlichkeiten ein Problem zu analysieren und zu beheben. Er ist die erste Anlaufstelle bei Problemen, sowohl telefonisch wie auch im Ticketsystem. Ebenso kümmert sich der gelernte Elektroniker um Fehleranalyse und Software-Paketierung.

In seiner Freizeit spielt er Fussball beim FC Wyler und beteiligt sich gerne an verschiedensten sportlichen Aktivitäten.

+41 41 748 22 11
support@remove-this.brainwaregroup.com

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Contact & Newsletter

Questions?

Do you have questions about our products or services? Would you like a personalised consultation or a specific proposal?

Tel. +41 41 748 22 00

Send us a message

Always stay informed

Every two months, our newsletter provides you with the latest news on the brainwaregroup and product information regarding Columbus and Spider, as well as their applications.

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