Technical Support Hours and Contact Information

SWS Annual Maintenance Contracts for SWS Software

It's easy to forget how essential technical support services are, until you are up against a project deadline and require immediate technical assistance. Although you may often be able to deal with everyday troubleshooting issues, what happens when you come across a completely new problem you can't resolve? Additionally, keeping up-to-date with the latest software releases can be a time consuming process.

When you invest in SWS's Annual Maintenance Contracts, you ensure the continued success of your business initiatives by staying up-to-date with the latest software technologies, supported by professionals with the highest level of accreditation for, and knowledge about, SWS products.

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Why Purchase Annual Maintenance Contracts?

SWS's Maintenance Contracts are designed to reduce the amount of time and effort required to keep your modeling software up-to-date. With automatic reminders of updates and upgrades, clients will never have to wonder if their software is out-dated. Additionally, with technical support available during the term of the Maintenance Contract, software users can obtain rapid resolution to all of their software issues.

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Customer Benefits

Reduces the clients time spent researching upgrade information, allowing them to focus on their projects.

Increases the client's technical knowledge by providing them with access to "advance-releases" of features that are slated for inclusion in future upgrades. Clients without a Maintenance Contract would not have access to new features until a new version is released (or until a Maintenance Contract is purchased).

Annual Maintenance Contracts reduce the cost of upgrading software, and provides free technical support, resulting in a significant cost savings.

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Cost

Annual Maintenance Contracts vary in price depending on which product you are purchasing maintenance for. To determine how much maintenance would be for your SWS product or to find out when your maintenance expires please call 519-342-1141 or refer to your original invoice.

Your Maintenance Contract begins in the month the SWS product was purchased, regardless of when the SWS product is activated.

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Annual Maintenance Contract Benefits

Official Releases, and Updates to Software

All clients who have purchased Maintenance Contracts are eligible to receive, at no additional charge, any official releases and updates of the software during the Maintenance period. Clients will be automatically notified via email of the availability of new software downloads so you can take advantage of the new features and improvements. Additionally, all minor updates to the software will be available at no additional charge, and automatic notification via email of the availability of updates will be sent to clients with valid Maintenance Contracts.

Technical Support via Telephone

Our Technical Support team, which includes graduates with degrees in Engineering, Environmental Technology, Environmental Sciences, Hydrogeology, Geology etc., are specifically trained to address a wide range of questions about our software. If we are not able to address your question over the phone, we will make every effort to obtain an answer for you within 1 business day. Each Technical Support Specialist is dedicated to helping you achieve the highest level of customer satisfaction possible and will go the extra mile to accomplish this!

Technical Support via Email ( Esta dirección electrónica esta protegida contra spambots. Es necesario activar Javascript para visualizarla )

SWS's Technical Support Group prides itself in offering the highest level of Email/FTP support. We're ready to address your technical questions! Whether simply communicating questions through an email text message, or transferring your project files to us for review, our email service is able to handle your inquiries quickly and efficiently. Email support is an excellent method for sending project files, data files being imported, screenshots of error messages, and to receive updates and patches.

Priority Response to Error Reports

Software users with a Maintenance Contract who experience an error can contact SWS's Technical Support Group, who will work with the user to reproduce the error, determine the cause of the issue, and provide a solution in a fast and efficient manner. Our step-by-step approach ensures that we can identify the precise error, the reasons for its occurrence, and the resolution.

Direct Bug Fix Updates

In the case of a software error, the user's issue will be forwarded to the SWS Software Division. As soon as a solution is developed, it will be provided to the user via email, or an FTP download. Note: Features not already slated for implementation can be created through our Custom Software Development Program.

Documentation Updates

As new features are released, documentation may be revised periodically. Software users with Maintenance Contracts will have the option to download the latest documentation for their software from our FTP site. The updated documentation may include new tutorials highlighting new functionality, or updated content for newly implemented features.

On-Demand FTP Downloads

Your Maintenance Contract will enable you to obtain software upgrades, updates, and bug fixes via our dedicated File Transfer Protocol (FTP) site. Software-specific downloads will also be available. For example, a Visual MODFLOW custom grid will allow you to develop models beyond the 500 column x 500 row x 60 layer limit of Visual MODFLOW.

Option to Beta Test new products

Clients with Maintenance Contracts will be considered for "first round" Beta Testing of new SWS-developed software versions, and new products.

Annual Reminder

Many of our clients have requested we provide automatic upgrades to help them stay up-to-date with our latest software release version, saving them time and money searching for upgrade information etc. With Annual Maintenance, you will receive an annual reminder, approximately one month prior to the expiration of the Maintenance Contract, indicating that it is time to purchase a new Contract, if desired.

Ongoing Support

Annual Maintenance Contracts purchased beyond the first year continue with the same benefits as above.

In short, SWS's Annual Maintenance Contracts provide direct access to SWS's Technical Support Services, and to the latest versions of their SWS Software products.