No matter what your issue is, our world-class support team is here to help. We take pride in our high level of first call resolution and unmatched personalized engagement with customers, resulting in one of the highest satisfaction rates in the industry. Our focus is to help our customers unleash the power of StressCheck® and guarantee the reliability of their solutions. Let us show you how.
ESRD Support
With individualized, personal attention for every customer, our support team ensures your success.
Below are a list of ESRD Support options and links that will take you to where you need to go.
How Can We Help You Today?
There are four available membership levels, each with tiered access to premium ESRD content:
- Registered User
- Customer
- Software Downloader
- Trial Evaluator
The best resource for self-support is the ESRD Resource Library. There you will find software downloads, tutorials, user guides, technical briefs/white papers, presentations, FAQ, documentation, and more. A registered user can login to access restricted materials.
For commonly requested self-support, we suggest the quick links below:
Want to initiate a live chat with an ESRD Support member? Click the below button to open a chat window.
Email Support is typically a 24-hour turnaround service, with messages promptly responded to by our qualified support team in the order received. This is typically limited to licensing/installation issues and working around documentation errors or product defects as outlined in the SM&TS agreement.
Customers will be given an inquiry number to track progress and resolution. For more efficient service, please send your StressCheck® files and/or relevant screen captures as a ZIP package after ESRD Support’s initial e-mail reply.
Email support is preferred by ESRD Support in order to provide documented answers for our customers. However for more urgent matters our customers may leave detailed voicemail messages in our Telephone Support Mailbox. Please leave your phone number, company name, and a brief description of your question or problem.
(314) 744-5021 option 3
Toll Free: (866) 964-9100 option 3
For more efficient service, notify us by clicking the E-mail Support tab and then requesting ESRD Support.
As with Email Support, the scope is limited to licensing/installation issues and working around documentation errors or product defects as outlined in the SM&TS agreement.
Provides two-way conversations between customers and experts on finite analysis techniques, analysis strategy, meshing, model debugging. Dialog can be discussed on WebEx conferencing when email and telephone are not preferred. Please allow 2 days for meeting time slots.
If individual consulting support is preferred, it can be purchased in hour blocks or can be added to a service agreement.
To learn about the latest software updates, visit Product Updates.
- Maintenance updates provided free of charge to all the customers with the software version they have purchased. This normally includes documentation corrections and bug fixes.
- Version updates are released when significant enhancements are made to the software. Customers are notified when updates are available for downloads or on DVD. (Fees will apply if no service agreement is purchased)
- Software Maintenance and Support Contracts are available at the time of purchase for an additional fee and do entitle the customer to additional technical support and product upgrades during the maintenance period. On-site support can be arranged through a service contract.
- Learn more in ESRD’s Software Licensing Agreement.
Users are encouraged to request enhancements to StressCheck® at any time by filling out the form in Request ESRD Support and checking the “Feature enhancement” box. Provide your enhancement request in the Message.
Enhancement requests will be assigned a priority based on the general interest of the StressCheck® user community and implemented when time and resources are available.
You may also visit our Consulting page to learn more about enhancement requests.
Interested?
