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Need Help?
Technical Support, which is provided to registered users at no charge, is intended to provide help with specific issues concerning our Rocscience products. These include:
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- Installation issues
- How-to questions on specific product features and functionalities
- Troubleshooting issues arising from intended use of ourproducts, i.e. problems encountered during use of specific features in Rocscience software
- Upgrade or update conflicts
- Documentation-related issues
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For advanced training or other professional services, we offer the Rocscience Training Seminars (on-site at the Rocscience office or at a designated location). The on-site Seminar date, location and price are listed on our Rocscience Seminars webpage when a new Seminar is being offered. Quotations will be given for customized Training Seminars at your office location.
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
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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 one year after the release date of the new Upgrade. To view Rocscience software versions that are currently being supported, click here.
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.
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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.
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