Software: Support: Get Support

Get Support

Direct support is available through the code-selling office or agent that completed your code sale (use the office/agent locator if you are unsure who to contact). Clients of Itasca Consulting Group can use the online Support Request form. Some common, general questions about support for Itasca Software are listed below.

• Whom do I contact for code support?
• What is the best system configuration for my Itasca code?
• Where is the "Knowledge Base?"; Why not more "FAQs?"

Whom do I contact for code support?

Questions should, in the first instance, be directed to the office or agent where your code was purchased, from where it may be escalated to senior staff if necessary.

All Itasca software is sold through Itasca offices and a network of agents throughout the world. If you do not know which office/agent sold your code, please use the office/agent locator to determine your primary source of technical support.

Clients of Itasca Consulting Group can use the online Support Request form.

What is the best system configuration for my Itasca code?

This is a more complicated question than you might expect. Consequently, we have devoted a specific page to attempt to address it: see the Hardware Questions page.

Where is the "Knowledge Base?"; Why not more "FAQs?"

Extensive "Knowledge Bases" and FAQs constitute the "free" portion of a software vendor's support policy; usually, to speak with support personnel is a pay-per-event process. Itasca software is supported in a free, person-to-person manner (see the Support Policy for a complete statement). As a result, there is no need for extensive internet-based support documentation. The information provided in the FAQs available here focuses on two areas: critical code operation issues (startup, keys, installation, etc.) whose resolution should not be delayed by having to wait for communication during normal business hours, and topics of occasional interest that are not immediately proper to the codes themselves (handling plots or making animations, for instance — two subjects described on the Miscelleneous page.).