Technical Assistance

ENERCALC now offers several avenues of technical assistance to our user base. Technical assistance (along with other items like purchase discounts) is ONLY AVAILABLE while the users Maintenance and Support Plan ( MSP ) is in effect.

• The ENERCALC MSP is included with your purchase for the first year and is renewable thereafter for one year periods. Access to technical support, access to the On-line Community, the ability to receive continually reed product updates, access to the web based Problem Tracking Support System and the ability to enjoy discounts on new products is only available to those users with an active MSP.
  
  
• Direct assistance using email and fax: You can contact ENERCALC technical support personnel directly via email or fax. The software contains built-in features to gather your information and prepare a report to send directly to us. We offer menu items within the software to let you easily construct email and fax messages.
  
  
• Telephone Assistance: Telephone assistance is available however to allow staff to concentrate deeply on issues without interruptions the phones are not continuously monitored……email is the primary method of personal assistance. However, voice mail messages are always returned with 24 hours.
  
  
• Web Based Bug Reporting System : This new system is a well designed system to submit and track questions. This system is not used for simple “how to” a questions….it is for detailed questions where the users feel there is a “bug” in the software. Users can upload example files and ENERCALC staff exchange dialogs with users….all available for historical review. This system is accessible using a menu item in the software.
  
• ENERCALC On Line Community: This is a system built into the Structural Engineering Library software that accesses our servers which host the community. It is accessible only with a current MSP. Working very much like the newsgroup system provided my Microsoft Outlook the ENERCALC user can post conversational topics in a wide variety of categories. Any other ENERCALC user can view and respond. This system is accessible using a menu item in the software.
  
  
• Web Updates: ENERCALC software products incorporate a Web Update system to automatically search for updates so that the latest versions of the software are always installed on your computer. To receive an update the ENERCALC user’s computer is required to be able to use the Internet to download updates….either using the built-in Web Update system or by downloading a single “Cumulative Update Installation” file. It is accessible only with a current MSP.