Support Policy – with SMS
Technical Support available to customers with a current Software Maintenance Service (SMS) subscription includes the following:
Along with the most up-to-date version of your Tecplot product, you will be notified when new releases and maintenance updates are available. For your convenience, the newest versions are always available on Tecplot’s download page.
Moving your Tecplot software to a new computer requires the issuance of a new key to activate the license on the new computer. Installation support offers a limited number of keys for the current release year, and Tecplot software two version years back. Tecplot software released in 2013, 2012, and 2011 is currently supported. Also see Tecplot License Types.
Phone and Email Support
Assistance from our Technical Support Team is one phone call or email away for one designated person, plus one alternate. In addition to installation and troubleshooting, we can offer solutions for workflow issues specific to your workplace, guide you through a variety of time-saving techniques, and help you develop and use add-ons and macros.
The Technical Support Team strives to respond to your support request within one business day. We are usually able to resolve technical inquires with a single phone call or email, but sometimes it involves clarification and a second exchange. You can expect your inquiry to be resolved or, if not resolved, escalated, within two business days.
Technical issues that have not been encountered before and cannot be resolved within two business days will be escalated to specialized technical experts. Escalated issued can be expected to be resolved within ten business days.
If it is determined that resolution of the issue would require a change to the product, or that the issue involves something that the product was not designed to do, you will be advised of the next steps.
Support Policy – without SMS
Installation-only support is offered to perpetual license holders who do not have a current SMS subscription. Tecplot will issue license keys and will assist in the installation of your software for the current release year, and two release years back. Versions of Tecplot software older than two release years are not eligible for license keys or installation support.