 Technical
support is designed to help our customers understand the proper
use of our software. Support resources are available from
6 AM to 6 PM Mountain time Mon-Fri. We are respected in the
simulation industry for providing the highest level of customer
support available. However, sometimes, there are situations
in which we must make a distinction between what is technical
support and what is rightfully consulting.
Technical Support Includes:
1. Helping a customer understand how a software feature
works or is intended to be used. This may be done by providing a small
model that isolates a specific concept, syntax or piece of logic.
2. Helping a customer to debug a model. This includes explaining
the tools that are available to find problems in model logic/structure and/or
looking at the customer’s model to help them locate the problem.
3. Modeling methodology and technique recommendations. Suggested
methods are not guaranteed and may not include implementation into the customer’s
model.
4. Help from support resources based at ProModel’s
headquarters in Orem, Utah. No on-site technical support services are provided.
5. Help that is offered on a first-come, first-served basis.
When a support issue is resolved, that ticket is closed out. If a follow
up question arises, it does not take priority over other issues in the support
queue.
6. Access to our Solutions Café online Knowledgebase,
which is available 24/7.
Technical Support Excludes:
1. Building models for customers. This includes requests
to implement customized logic or error checking routines in multiple
places throughout a customer model. Once the source of a problem has
been determined and the solution has been tested, the customer is expected
to implement recurring instances of the solution.
2. Access to a specific support resource. A particular resource
may be requested because of familiarity with the customer’s support
issue. However, each support resource addresses issues in their queue on
a first-come, first-served basis.
Response Time Goal:
ProModel’s standard response time goal is 6 business hours when
a request is received through e-mail to support@promodel.com or
via our toll-free support line at 888-PROMODEL. Requests sent directly
to a personal e-mail or voicemail account may not be answered in as timely
a manner due to personnel schedules, vacations, etc.
Consulting Services Include:
1. Dedicated use of a ProModel technical resource to
develop a turnkey solution to a customer’s specific application.
2. Dedicated use of a ProModel technical resource to provide
on-going assistance with a customer who is developing
their own complex model(s).
3. Periodic or scheduled reviews of long-term customer projects.
This is normally done through a retainer agreement or Technical Service Agreement
between ProModel and the customer.
4. On-site training (basic, advanced, or customized) for
a large number of trainees.
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