Technical Support x

Basic Technical Support

The GoldSim Technology Group provides free basic support to all users with a current membership to the GoldSim Subscription Program. Evaluation users are also welcome to contact us with basic support questions.

Basic support consists of the following:

• Installation and registration questions
• Basic questions about GoldSim features

Note: For free Academic licenses, technical support is only provided for installation and registration questions.  All other questions should be posted on the GoldSim User Forum.

Email Support: Contact us by email (preferred) by completing this form. In most cases, we will respond within one business day.

Phone Support: You can contact us by phone at 1-425-295-6985 between the hours of 8AM and 5PM Pacific Time. Ask for GoldSim Support. If we aren’t available to answer the phone, please leave us a message and we will return it within one business day. It is always helpful if you are prepared with the following information:

• GoldSim Version Number
• Extension Modules which are enabled (determined by selecting File|Extension Modules from the main menu).
• Operating system (including service packs) CPU, processor speed, and memory
• Detailed description of your question or problem.

Advanced Technical Support

Advanced Technical Support for GoldSim is not included in the GoldSim Subscription Program. Advanced Technical Support covers requests such as:

• Questions about modeling a particular problem
• Problems with a model
• Troubleshooting, debugging and testing models
• Web-based training programs

• Time and Materials Support: A technical support contract can be set up on a time and materials basis. The rate for time and materials technical support is US$200/hour.
• Pre-paid Support: Technical Support can also be purchased up front in 10-hour blocks. Technical questions will be referred to our consultants, and time spent resolving the problem will be charged against the pre-paid block of support. The rate for prepaid technical support is US$160/hr. Unused support time is non-refundable and expires in one year.

Advanced Technical Support may be purchased by contacting GoldSim User Support at support@goldsim.com.

Making Better Decisions In An Uncertain World