| How long can I
get free technical support?
Technical support is provided for the Structural Engineering Library
current version software at no charge at this time. "Current
Version" software is currently the Version 5.x designation.
Technical support for the free "FastFrame"
2-D frame analysis program is available at the descretion of our
staff (based on their availability).
In the future we will be starting a fee based technical
support policy.
Sometimes I get quick answers and other times it takes a
week! WHY ?
Let me preface this answer by saying "Support is free
and we've had 20 years to observe how giving support usually works".
The "License" fee paid by the user goes toward reimbursement
of development costs and the companies profit. At present support
is free to users and paid from company profits. Soon technical support
will be fee based.
Over the years we've tried various "designs"
for giving support. Invariable those that pay for support don't
use it, and those that would never consider paying call and insist
on immediate assistance and solutions to all problems no matter
how unrelated they are.
So we provide free technical support, which means
that the developers do the support. Their answers are accurate and
fast, and they can look into the issue deeply with confidence. Between
software development, voice support, fax support, email support,
new product research, and prefessional development this leaves those
persons spread thin. Even more so in the last few years which has
seen our user base grow and grow.
But aside from time issues, here are the top causes
of any delay in you receiving prompt technical support.
1) Sometimes the caller does not say their name and
telephone number clearly enough.
2) Sometimes faxes come in corrupted and unreadable.
3) We are involved in a development task that can not be interrupted
for several hours.
4) There's been a rush of requests and we are working our way through
the queue.
5) We are out of the office for personal committments.
What is the difference between an "Maintenance
Release" and an "Upgrade" ?
A "Maintenance Release" is a new version of the software
that is given to the users for FREE. These usually include problem
repairs and minor enhancements.
An "Upgrade" is a major product enhancement
that gives the user substantial new functionality. Upgrades include
changes to support building codes, increased capability, and work
required for the software to operate properly with new operating
systems, computer hardware, and printers.
One thing is important: When an upgrade is released
"free" support for the previous "version" is
halted within a certain period of time.
Do I need the the previous installed to update my software?
No. At present any "maintenance releases" or "upgrades"
are always complete installations to insure you are getting precisely
the correct files.
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