Product support
For a quick answer to any questions you might have, please consult our Customer Community where you can find the Product Documentation and Knowledgebase.
If you cannot find a solution to your problem you can open a case also in the Customer Community. There you also can find phone numbers and support timest.
Instant contact
The Customer Community is the central point of contact for all questions about our products.
Service Level Agreement (SLA)
Following you will find further information about our customer support such as availability and response times.
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.
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
Spider IT Management
| Product | Current version | Release Date | Type | Release Notes |
|---|---|---|---|---|
| Spider 6.4 | Release: 08.06.2018 | |||
| Spider ITM (Asset, Licence, Contract) | 6.4.3 R2 | 24.02.2020 | P | |
| 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 | |
| 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 | |
| Spider 6.1 | Release: 09.07.2013 | End of Support: 30.06.2017 | ||
| Spider 6.0 | Release: 01.06.2012 | End of Support: 30.06.2016 | ||
| Spider 5.1 | Release: 29.04.2010 | End of Support: 30.06.2016 | ||
| Spider 5.0 | Release: 28.01.2009 | End of Support: 30.06.2016 | ||
Software Service
| Product | Release INTERVAL | Release Notes |
|---|---|---|
| Software Services | ||
| Recognition | monthly | |
| Software Catalog | monthly | |
| Spider Data Collector | monthly |
Spider Service Desk
| Product | Current Version | Release Date | Type | RElease Notes |
|---|---|---|---|---|
| Spider Incident | 4.0.550 | 14.06.2018 | P | |
| Spider KnowledgeBase | 4.5.30 | 14.06.2018 | P | |
| Spider Change | 4.5.31 | 19.12.2016 | P | |
| Spider OperationsManager | 4.7.0 | 14.06.2018 | P |
Columbus Software Management
| Product | current version | Release Date | Type | Release Notes |
|---|---|---|---|---|
| Columbus | 7.6.2 | 31.07.2019 | F |
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 Version | End 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 |
| Columbus 7.6 | 31.12.2022 |