Enercalc Support Services

 

ENERCALC is committed to providing customers with quality technical support for our software products. Because the software is of a highly technical nature, technical support questions tend to be more involved in resolution because of the mathematical investigations, code referencing, and common building practices involved in structural engineering design.

 

We have worked to review our 20 years of software development experience to identify major areas of questions that users experience and have developed a strategy that maximizes 24-hour availability of solutions to our worldwide users. Assistance divided as follows:

 

 

60 Day Start-Up Support

 

For 60 days following your purchase of a new software package we want to make sure you're off to a smooth and successful start with your new investment. Remember that your purchase is back by a 60 day money back satisfaction period. If you are not satisfied just call our business office at (800) 424-2252 and request a "Return Authorization Code".

 

To receive technical support simply call or fax Technical Support, include your software registration number and your detailed question.

 

During this time you can also use our Web based technical support document system and fax-back document service.

 

 Technical Support                (949) 645-0441

 Technical Fax                (949) 645-3881

 

 

Six months Free Technical Assistance

 

Included in your purchase of a software license is six months of free technical support and maintenance releases. After that time you will need to subscribe to a yearly Maintenance & Technical Support program.

 

 

Yearly Maintenance & Technical Support Program

 

After 6 months you will be off and working with your software, with any installation and hardware questions a thing of the past. In most cases, you will only encounter questions dealing with the numeric answers you obtain from the software.

 

Because the software is a mature and thoroughly tested product and thorough documentation provided, answering these questions requires a detailed review of the calculation and data you have entered.

 

Please contact us directly for policies and pricing for your Yearly Maintenance & Technical Support program.

 

 

Fax Your Technical Support Form

We have provided a built-in technical support form where you can enter your question and a complete form will be printed for fax submission to us. Use the "Help" menu item and select "Fax Support". A window will be displayed with three tabs. Fill in all three as desired, print and fax to 949-545-3881.

 

Here are images of the screens & printout :

 

 

 

 

 

 

                                       

Getting Help : A Strategy for Fast and Easy Solutions

 

To help you get your questions answered AS FAST AS POSSIBLE when you do not have priority support, please use these guidelines. We are continually building our Knowledge Base of information from the telephone, fax, and e-mail questions that are received.

 

In addition, the on-line help system included with your software is also being continually updated to include this information. Take the time to occasionally download new versions of the help files from the WWW, or BBS.

 

The fastest way to contact us is via FAX. Next in line is email.

 

Because of our schedules for software development and technical support responses, voice calls to technical support will result in slower response times. If you send us a fax, it literally drops in our laps and can be reviewed as soon as possible, email questions get our attention the fastest, as our continuous Internet connection receives mail every three minutes. If you have a question on a program's results, send an email and include the project file (*.ECW files) that contains the calculation. We can view and respond very easily and possible even correct the calculation for you and send it back!

 

 

Installation or Printing Questions

These are the most common of repetitive questions received by most software companies. These questions will accumulate in the Knowledge base (see above). Please check one of these areas first, or you may send a message along with a clear explanation of you needs, and fax it to USA 949-645-0441 or via e-mail to mail@enercalc.com. We will respond within 24 hours. (The more detailed information provided with your questions, the faster the response time will be.)

 

 

Replacement Diskettes

You may obtain replacement diskettes (current version only) for a small fee. Please use go to www.enercalc.com and select "Order" where you will be able to place your diskette order.

 

 

Questions on a Data Item in the program

First, consult the on-line help system provided with your software. This system uses the Windows Help system to read, review, and search for information. Our On-line documentation contains a description for every single data input and output item in the entire software package. Press [F1] and the Help System will display the opening screen for the calculation you are using. Simply navigate down the page or click on a link to locate the item you wish.

 

If we have not documented the item well, or not provided enough information to answer your question, we want to answer your question and know where more information is needed. We can then update the help system file and make a newer one available for you and others to download. Please call, e-mail, or leave a voice messages with your question for 24-hour response.

 

 

Questionable Numeric Calculated Values

If you have a question about how a value is calculated by the software, our technician will need to see very specific information. In these cases, FAX a copy of the calculation printout along with enough descriptive information and hand calculations showing your question or why you could not get the same numbers. This is a very detailed type of technical support, and can take a few days to investigate depending upon the degree of complexity. Please FAX your information and printouts to 949-645-3881.