Support services available to active customers and evaluators
Software Maintenance
Stay Active
An active software maintenance agreement (SMA) ensures ready access to the latest capabilities of the software and expert support, as well as product training.
To review and compare release-to-release features, visit the What's New page.
Benefits of an SMA
Support
Connect with technical experts 24/7 via email (preferred) or by phone during normal business hours.
Software Updates
Access the latest software releases and updates throughout the SMA term.
Training
Access the E-Learning portal for self-paced training videos 24/7 and receive VIP priority attendance at live training.
Additional Details
Maintenance Policy
One-year or multi-year maintenance contracts are offered. Customers on active/current maintenance contracts as well as active evaluators receive all updates and upgrades during the maintenance period.
Customers on active/current maintenance contracts receive priority in the support queue, followed in priority by active evaluators. Support services response time is typically within a day.
All support requests are entered into the AWR support system for processing and tracking. Customers and evaluators are required to provide user name, company name, and company location, as well as an email address. Providing a customer number (if known) can expedite the process. A support services team member must be able to identify/verify an active maintenance contract.
Re-Activating an SMA
Customers who own previous versions of products and do not have active maintenance can purchase upgrades to the most recent version at any time. Contact us to learn more about reactivating an SMA.
Customers with an inactive/expired maintenance contract are entitled to email support for licensing and installation issues only.