Technical support
Technical supportEnsuring trouble-free use of our software
We help with installation, licence activation and transfer, and unexpected behaviour or suspected bugs in our software.
How to get technical support
Before you submit a request
Please read this carefully!Check the FAQ
Before seeking technical support, please review the Frequently Asked Questions – it may save us all a lot of time!
Describe the problem
Please describe the problem you are facing in as much detail as possible.
Mention your set-up
In order to help you most effectively always mention your operating system and the version of Excel (for ModelRisk and ModelChoice questions) or Primavera/Microsoft Project (for Tamara questions).
Submit a ticket
To submit a ticket requesting technical support for licensing issues, or to report a bug or unexpected behaviour, use Submit a request for assistance (opens in a new tab).
Who we support
Who can get technical support
We will provide technical support for the following:
Trial users
People installing a trial version of one of our products.
SupportedSubscription licences
People who have an active subscription licence for one of our products.
SupportedStudent licences
Owners of student licences do not have access to technical support, except through their institute’s IT department.
Through the instituteWhat it covers
What technical support covers
What is included in technical support?
The following services are included:
- Help with installation
- Help with licence activation
- Help with licence transfer from one computer to another
- Help with solving unexpected behaviour of the software and suspected bugs
What is not included in technical support?
We like to help, but some things we just can’t offer as part of technical support:
- Help with using the software (please refer to the help file and example models)
- Advice on model building
- Checking and auditing models
However, we do offer training and consulting services.
FAQ
Common questions, already answered
Quick answers to some of the questions we are asked most often.
Need help with something else?
For questions that are not about a technical problem, send customer support a quick message and we will get back to you as soon as possible.