Customer Support

Availability

One year of free upgrades and support is included with each purchase of MathModelica System Designer and MathCode. Subsequent years of free upgrades and support may be purchased.

Support Features

The features and benefits of a Support and Update Agreement are summarized here:

• free upgrades of the product
• immediate download access to all new releases of the product
• e-mail notification of new releases of the product
• assistance with product installation, usage and functionality
• unlimited support incidents via e-mail.

Support Procedure

Support requests should be submitted by e-mail to support@mathcore.com. No support by phone is available.

To ensure a prompt response you should send an e-mail in English providing the following:

• the name and version of the product affected
• your licence number
• the operating environment (OS, hardware platform, Mathematica version, etc.)
• a clear, detailed description of the problem/question/suggestion
• Additional relevant content (e.g. screenshots) should be included as the mail attachment. Image formats preferred are JPEG and PNG; compressed content should be included in zip or tar.gz archives. Executable content and documents in platform specific formats (e.g. Microsoft Office) are not accepted.