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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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