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Technical Support
Ketron Optimization prides itself in providing quality and timely technical support to its customers. Ketron Optimization customers receive 1 year of technical support at no additional charge with their purchase of any Ketron Optimization software product. After the first year, technical support continues to be available if the customer purchases an annual maintenance and support agreement for an additional nominal fee. If you need assistance, but do not currently have a maintenance and support agreement, contact us anyway to discuss your options. Ketron Optimization technical support is available through several channels:

PHONE: First and foremost, just pick up the phone and call Ketron Optimization (703-636-4805) anytime between 8 A.M. and 5 P.M. Eastern Time, Monday through Friday, to discuss your problem.

FAX: You can send us a fax at 703-636-4805 anytime day or night.

EMAIL: The best approach is to describe your problem in an email to Tech Support we strive to respond to technical support emails the same day, often within a few hours, and certainly within 24 hours. Please be sure to give all the details of the problem. If appropriate, you can attach files to your email output files are very helpful to let us see the problem first hand; if you send input files, we can usually reproduce the problem at our site. Our email server is very generous so even large files may be attached. If you "zip" the files and email the compressed form, it will save time and space. The Internet is also an excellent vehicle for us to send you replacement programs it is very fast and efficient. Many times the reported problem has already been fixed and we can simply email you a new version of the affected software.

FTP: If you have an FTP client, you may use anonymous ftp to upload your files to:

ftp.ketronms.com/incoming

When your FTP connection is established, you will have to change to the incoming directory before you begin the upload. Please send us an email to let us know that you have uploaded files to our site and to provide a description of the problem. Or if you have a browser that supports ftp, click here Begin FTP Upload to begin the ftp upload process; this technique will automatically notify us of the upload.

POSTAL SERVICE or COURIER: Finally, you may use the postal service or a courier to send us output, "zip" disks, CD-ROMs, etc. Our mailing address is:

Technical Support
Ketron Optimization Support Services
P.O.Box 71-1601
Oak Hill, VA 20171-1601 USA

In any case, we will provide a timely solution. If we cannot fix the problem right away, we will work to create a "work-around" so that you may continue your modeling efforts. Please describe your problem in as much detail as possible; be sure to include information about which version you are running and which component(s) are involved. Tell us who you are (name, company, etc.) and the best way to contact you. We strongly encourage you to send us the files needed to reproduce the problem at our site. We find it is much easier to fix problems that we have "in hand". If you are concerned about the sensitivity of your data, we will be happy to sign a non-disclosure agreement that protects any sensitive data that may be contained within the files that you send to us. Just send us (email, fax, or snail mail) your agreement and we will sign it and return it to you.


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