The engineers who deployed your products
support you from incidents to upgrades
Check the support scope for each area and send all inquiries to tech-support@softworks.co.kr. Include the product area in the email subject and it goes straight to the engineer responsible for that product.
Technical support by area
Here is the support scope and products covered for each area. Send inquiries to the common channel at the bottom; if you are unsure of the area, an engineer will check and route it to the right team.
AI Infrastructure
AI Infrastructure
We support installation, resource allocation, workload scheduling and cluster failures for GPU clusters and Kubernetes platforms.
- Products covered
- GenWorks
Virtualization · Private Cloud
Virtualization · Private Cloud
We handle failure analysis, performance degradation, patches and upgrades in virtualization environments, as well as operational questions after moving to VCF.
- Products covered
- CloudV · Broadcom Private AI
Digital Workspace · VDI
Digital Workspace · VDI
We support virtual desktop connection failures, image and pool management, and user profile and client issues.
- Products covered
- Omnissa Horizon · CloudX
Data Protection · Disaster Recovery
Data Protection · DR
We support backup job failures, recovery requests, replication lag, and DR failover drills and actual failovers. If recovery is urgent, add [URGENT] to the beginning of the email subject.
- Products covered
- Veeam · Zerto
Security · AI Agents
Security · AI Agent
We handle policy and integration questions for the security ontology platform, and questions about agent deployment, permissions and operational governance.
- Products covered
- AgentOn Security · Agent Platform
Licensing · Maintenance Contracts
License · Maintenance
We handle contract inquiries such as license issuance and renewal, maintenance contract terms and scope, and technical support account registration.
- Products covered
- All products
Common contact channel
Technical Support Mail
Technical support inquiries for all of the areas above go to the single email address below. Put the area at the start of the email subject and it goes straight to the engineer responsible for that product. Example: [AI Infrastructure] GPU node not detected
- Support hours
- Weekdays 09:00–18:00
For deployment and pricing inquiries, please use Contact Us.
Process
Include the product, version, symptoms and logs in your first email so we can skip the back-and-forth and start analysis right away.
- 01Submit by emailSend the product and version, time of occurrence, symptoms and logs to tech-support@softworks.co.kr.
- 02AcknowledgmentWithin 4 business hours, we reply with the assigned engineer and a ticket number.
- 03Analysis and resolutionWe find the cause and resolve it through remote access or an on-site visit, engaging manufacturer support when needed.
- 04ReportWe send a summary of the cause, actions taken and measures to prevent recurrence, then close the ticket.