Serving the Numerical Simulation community since 1989
No matter what your issue is, our world-class support team is here to help. We take pride in our high level of first-contact case resolution and unmatched personalized engagement with customers, resulting in one of the highest satisfaction rates in the CAE industry. Let us know what we can do to get you back on track.
Support & Services
In addition to our detailed and timely customer support, registered members have access to hundreds of self-help resources and technical support documents in the ESRD Resource Library, including video demos, tutorials, best practices, white papers, webinars and tech briefs. In addition, our online software documentation and FAQ’s are refreshed periodically to include the latest features, workflows and productivity tips.
How Can We Help You Today?
Below are a list of ESRD Support prerequisites, resources, options and links that will help you receive the assistance you need.
While a wealth of valuable web resources (e.g., demo videos, case studies, webinars, product briefs) is available to the general public, much of ESRD’s content can only be accessed by registered members.
There are four available ESRD membership levels, each with tiered access to premium ESRD content:
- Registered User
- Customer
- Software Downloader
- Trial Evaluator
For commonly requested self-support topics and resources, we suggest starting with the quick links below:
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, webinars and more. A registered user can login to access restricted materials.
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.
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. Then, provide your enhancement request in the Message box. You may also visit our Consulting page to learn more about enhancement requests.
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.
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Have a Software Question, Issue or Feature Request?
