Product Support

Find easy to use self-serve support resources for all of our products.

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Technical Support Policy

Technical Support, which is provided to registered users at no charge, is intended to provide help with specific issues concerning our Rocscience products. For a list of currently supported programs, click here. Free technical support includes:

• Installation issues
• How-to questions on specific product features and functionalities
• Troubleshooting issues arising from intended use of our products, i.e. problems encountered during use of specific features in Rocscience software
• Upgrade or update conflicts
• Documentation-related issues

For advanced training or other professional services, we offer the Rocscience Workshops (on-site at the Rocscience office or at a designated location). For more information, go to our Rocscience Workshops webpage. Quotations can be given for a customized Workshop at your office location (limited to available scheduling).

Consulting Services related to our software are available on a limited basis but these services are not part of our free Technical Support. Quotations for our Consulting Services can be requested. Questions regarding the use of third-party software or explanations on the principles underlying geotechnical analysis, design, or engineering are not included within the scope of Rocscience Technical Support.

What We Need From You

Rocscience understands and fully appreciates your sense of urgency with each support request. Therefore support requests are handled on a “first-come first-served” basis. Our policy is to acknowledge each support request by email within one business day, usually with a complete answer. Some questions may require more time due to their complexity.

Rocscience will make every reasonable effort to resolve support issues in a professional manner, but we cannot guarantee that every question or problem raised can or will be solved. When a solution to your request or question becomes available, or when additional information is required, our help desk will notify you by email.

When an Upgrade is released for an existing program, support for the previous version will continue for a period of six months after the release date of the new Upgrade.

Before contacting Technical Support, we strongly advise our customers to first make sure that the following steps have been taken:

Keep your Rocscience products updated to the current version, using the Automatic Update Feature now included in all our software.

Familiarize yourself with all applicable documentation such as the User’s Guide, Tutorials, and on-line WebHelp. These items are all available in the Support and Product sections for each program. We take great care in preparing our software Documentation and Tutorials so that you are able to follow a self-training course for each program.

Thoroughly investigate your problem. In many cases, our ability to help you quickly and efficiently depends on your thorough investigation of your problem and your ability to isolate the troublesome areas in advance.

Rocscience reserves the right to limit or terminate technical support services to a client who uses the service in an unreasonable or excessive manner, as determined by Rocscience.