Customers’ with Current TecPLUS™
This section of the support policy explains the benefits offered to customers with current TecPLUS™ Maintenance Service. One year of TecPLUS service is included with new and updated Tecplot licenses. Limited support is available for customers with expired TecPLUS.
View a summary in the TecPLUS Benefits Checklist.
Expanded Tecplot 360 Capabilities through Right-to-use Licenses
These additional integrated capabilities will be available only to customers with TecPLUS™ service. The right to use Tecplot Chorus, PyTecplot, and SZL Server is licensed on an annual basis for each concurrent 2017 and later Tecplot 360 license. Complete terms and conditions are contained in the End User License Agreement (EULA), which is included with your Tecplot product and is located in the top menu under Help.
- Chorus. As a Tecplot 360 customer with TecPLUS™ maintenance service, you have access to the features of Tecplot Chorus, in essence merging our two most powerful products. We are big believers in the emerging need for engineers and scientists to be able to visualize results from multiple simulations at once, and Tecplot Chorus has a unique set of features that make this possible. Learn more.
- PyTecplot. Also new to Tecplot 360 licensees under maintenance, is a new Python API, PyTecplot, to speed automation and the ability to link workflows together. While the existing Tecplot Macro Language will continue to exist, Python has become the language of engineering and science and users will benefit from the power and flexibility. Learn more.
- SZL Server. For users interested in a client-server model, we are adding SZL Server, which utilizes our proprietary SZL (sub-zone load on demand) technology to access remote data. Learn more.
Product Software and Maintenance Updates
Customers on TecPLUS™ have access to the newest and all supported versions of their Tecplot products. Releases are typically bi-annual, in addition to maintenance updates as needed. You will receive personal notification of all new releases and will have access to download the most current versions or any supported version.
Unlimited Phone and Email Support
Live support is available by phone and email, Monday–Friday* 6:30am–5:00 pm Pacific Time. Contact Support by emailing firstname.lastname@example.org or calling 425-653-9393.
*Note that Technical Support is not available on these U.S. Holidays/Events: New Year’s Day, Presidents’ Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Day after Thanksgiving, Christmas Eve, Christmas Day, and company events.
Assistance from our Technical Support Team is available for one designated person, plus one alternate.
The Technical Support Team strives to respond to support issues 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 issues are usually 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.
Macro, Add-on and Usage Help
In addition to installation and troubleshooting, we can offer solutions for workflow issues specific to your workplace. We can also guide you through a variety of time-saving techniques and can help you develop and use add-ons and macros.
Your Tecplot investment began with the initial installation and successful integration of our software into your workflow. Tecplot Support can help with installing the software on your machine to get you up and running as quickly as possible.
One-hour of Personalized Training
Whether it’s training for new or advanced users, large groups or small, our expert instructors focus on your individual goals, your data sets and how you can use Tecplot software for maximum success in your business. These sessions are delivered online, at a convenient time for you, one per year.
Ask the Expert Sessions
Web-based conferencing “Ask the Expert” sessions allow you to interact directly with Tecplot engineers and product experts on a wide range of topics. Each session covers a general application area (such as using the Python API, Tecplot Chorus, SZL Server, etc.) and provides an open forum for you to ask questions about software functionality, current best practices and implementation considerations.
Tutorial Video Library
The Video Library is an on-demand resource that can help you educate new employees, assist you in developing a deeper understanding of the features and functions of your Tecplot software and may help you discover new potential applications. New videos address current customer questions and training requests and show you how to use newly released features.
Webinars are online educational sessions that target a specific customer application or software functionality. These instructional webinars follow a set agenda, with time reserved for audience question and answer sessions.
Webinars are beneficial in two ways. First, they are invaluable for showing new users in your organization real-world applications to help them learn expert techniques more quickly. Secondly, they serve as refresher courses for experienced users who can benefit from learning how to use the newly release product features.
All of the Ask the Expert and Educational Webinars sessions will be recorded and saved in a Video Library.
Tecplot Solution Services 20% Discount
Tecplot Solution Services (TSS) brings custom software, workflow streamlining and on-site training to you and your team to address business-specific challenges. Tecplot’s software development team can leverage the Tecplot Add-On Developer’s Kit (ADK) to create custom user interfaces to accelerate your workflows. All at a 20% discount.
Computer and License Server Transfers
Computer or License Server Transfers. When it’s time to upgrade your computer or server hardware, our Technical Support staff can help you with the transfer of your license to a new computer or license server. Unlimited license server transfers are included in TecPLUS™ service.
Single-user licenses. Moving your single-user license to a new computer is super easy if you have a 2016 or later software release and an internet connection. Simply install the software on your new computer and activate it using your activation code.
Single-user licenses running 2015 or earlier versions of Tecplot software require the issuance of a new license key to run the software on a new computer. You can request a new license key and deactivate your old license key by contacting Technical Support.
Product or License Reallocation
Product or license reallocation. Merging or splitting licenses, for example combining multiple single-user licenses into a network license, and other customer-requested license modifications are included with your TecPLUS™ service.
Beta Software and Prereleases
We have a thriving Beta Community. Beta software not only gives you first access to new features in our prereleases, but also gives you a forum for influencing future product design through your feedback. The Beta Community provides a channel for communication between you and our Product Management team. Beta testers assist us in planning Tecplot applications that will best meet customer business needs now and into the future.
Eligibility for Customer Advisory Council Participation
The Customer Advisory Council (CAC) is a select group of active customers who meet periodically to discuss software product features and direction. Targeted at our most influential users, the CAC is about both information sharing and information seeking. While these sessions are focused on product direction, topics also allow you to share with product managers the important changes you see in the business landscape.
Customers with Expired TecPLUS™ Service
Installation-only support is offered to perpetual license holders who do not have a current TecPLUS™ subscription. Our support team will assist in the installation of your software for the current release year, and two release years back.
Computer and License Server Transfers. A transfer fee of $250 will be applied to any perpetual license transferred from the original computer or license server to a different computer or license server if the customer’s maintenance is expired.
If your license is older than 2009 and uses the FLEXnet or the ELAN license manager we are not able to generate keys for those license managers. To explore alternative options, email email@example.com, or call 425-653-9393.
License Reallocation. A reallocation fee of $500 will be applied to any perpetual license reallocation, including merging or splitting licenses, for example combining a multiple single-user licenses into a network licenses, if the customer’s maintenance is expired.