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Support

The STEM software annual maintenance fee provides access to technical support and all related software upgrades.

This core support is backed up by our expert advisory services and a network of consultant partners who can deliver complete STEM-based solutions.

Technical support is mostly accessed via email and we contract to provide same business-day response. We also provide hotline support via our switchboard in Cambridge during UK office hours. However, most users prefer to submit detailed written requests by email, or to include screenshots when reporting a fault.

We operate a zero-tolerance policy towards any bugs which interrupt normal use of the software: our existing customers will testify to the priority which bug reports are given, and the promptness with which individual bug fixes are issued.

Our inclusive technical support extends from advice on advanced software features and fault-finding through to advice on specific modelling issues. We may even provide model fragments where a verbal or written response would be inadequate, although this service does not extend to creating bespoke models or making on-site visits.

Forum

We have launched a new public support forum which we will monitor to ensure that it answers all the most common set-up and start-up questions

Soft licensing

An alternative access method to the traditional USB or parallel dongles.

Installation files

STEM installation files, release notes, software upgrades and patches.

See also

Training

A radical re-think on STEM pricing

We announce a new freemium strategy for accessing the STEM software, including a free and fully-functional demo system for small projects and study as a taster for an innovative minimal-support subscription to the Conventional STEM (C-STEM) desktop solution at just GBP 330 p.a..

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STEM User Group Meeting 2017

Our annual customer forum on 27–28 September 2017 will see us build a generic business case from scratch, comparing the approach of a fixed resource base with a more agile, driver-based approach. We will generate all the essential technical and financial outputs while exploring the impact of varying levels of service activity.

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Vision for the forthcoming STEM 8.0

As part of our vision for a more intuitive way of working that bridges previous mental leaps wherever possible, we preview another two features of the forthcoming STEM version 8.0 – direct-draw connect mode and more flexible user data – that form part of a joined-up approach to fulfilling this dream.

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Win a student group subscription in our quarterly competition

We are now offering an affordable package for educational groups to access the fully-fledged C-STEM platform which will enable teaching staff to connect their students with the issues of scale and complexity that they will face in real life, as well as a quarterly competition to win an annual subscription for the most interesting modelling proposal.

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Using a partition to ease discovery of a model

A collection is a neat way to group elements and provide systematic aggregation across all results available for those elements, and can be nested to form an element hierarchy. We are working on a new partition concept which checks a hierarchy for completeness and uniqueness, and enables a top-down results navigation where you can expand and drill-down into individual branches.

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Tracing drivers with smart results in the Editor

Suppose it were easier to connect results with what you can see in the Editor, or that STEM could anticipate which results would be of most immediate interest. Soon you will be able to display results from the context menu for a selection of elements in the Editor. A new Trace command will draw the most pertinent graphs to explain the calculation flow for a series of elements.

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Exploring cost-breakdown results in conjunction with template replication

The interface for drawing graphs has been streamlined in STEM 7.5 with dimensional selection as the norm, and more specific Linear Selection of individual combinations when required. We consider the complexities of notation, selection and spareseness, and show that STEM is the go-to application for handling cost allocation and controlling organisational spending at scale.

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STEM User Group Meeting 2016 proceedings

Our 21st customer event was held on 05–06 October at King’s College, Cambridge, UK. New and regular users alike engaged in animated debate on two dominant themes of network virtualisation, as well as further game-changing developments in the STEM platform. The full proceedings of the 2016 event are now available for download. Next year’s event will run 27–28 September 2017.

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