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.