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software support - First class support for first class software...

Support supplied as standard C and C++ source code. Full, unlimited Web, e-mail and phone support which includes bug-fixes and all upgrades.
Key Benefits
  • Proven expertise in graphical and mathematical technology.
  • In-depth knowledge of the software.
  • Commitment to customer satisfaction.
  • SMS acts as your development partner.
Capabilities
  • Extensive documentation
    • Available online as well as downloadable off the Web.
  • Online help through online tutorials
    • Authorized access to invaluable tutorial material as well as a wealth of examples to guide an understanding of the rich capabilites in a natural way.
  • Quick response to problems
    • Full unlimited phone and e-mail support.
Support Process

  1. When a customers reports a bug to SMS it is usually sent to support@smlib.com. The SMS support staff is usually able to do the initial investigation within 24 hours.


  2. The initial investigation is to verify that we can duplicate the problem. So, in most cases, the user should submit input data and if possible the section of code that calls the failing function.


  3. The support person that is working on the reported bug may then go back and forth directly with the user that reported the bug, usually by email, sometimes by phone, until the problem is resolved.


  4. Once the problem has been resolved, if the fix required code changes, we immediately send the developer the revised code and that code will then be in all future releases. This is one of the very important features of the customer having the source code since the developer does not have to wait for the next release to see if the fix actually works.


  5. If the bug was extremely important, we would send the fix to all our customers; so far that has happened only once.


  6. This process has worked very well and our goal is to continue to supply first class support to all our customers.

Copyright © SMLib™, TSNLib™, GSNLib™, NLib™, SDLib™, VSLib™, and PolyMLib™ are trademarks of Solid Modeling Solutions.  ACIS is a registered trademark of Spatial Corporation.
All rights reserved.