1. Exmouth House 3–11 Pine Street London EC1R 0JH T +44 20 7832 5850 F +44 20 7832 5853 E office@adelard.com W www.adelard.com How ASCE Support Works? Dr. Kateryna Netkachova (Kate) Support Analyst, Consultant asce_support@adelard.com ASCE User Forum No.17 03 December 2015

2. © ADELARD LLP 1.General process 2.Policies and procedures 3.Bugs, features, questions 4.Tips to get the best service 5.Some examples 6.Support statistics Slide 2 ASCE Support

3. © ADELARD LLP Support enquiries Licensing, activation requests Types of licences Activation process Questions and issues Questions about product features Crashes and bug reports New feature requests Help with plugin development Maintenance and updates Support contract Software updates Extended services Slide 3

4. © ADELARD LLP Support tips Tips to get your enquiry handled more quickly and effectively: -Call us if your question is simple and can be resolved immediately and conclusively within a single conversation -Send other requests for support to asce_support@adelard.com, not to our personal emailsasce_support@adelard.com -Reply to emails preserving the subject line [ASCE support] #1234: RE: Title of the ticket -Describe the issue in detail -Limit each case to one issue or question -Provide the steps to follow and attach your files, if possible -Update us on the status of the ticket Slide 4

5. © ADELARD LLP Example of a common issue Schema Debug Mode is activated To turn it off, go to: Tools -> Plugin Manager -> Schema -> Debug Schema Uncheck "Show All Decorator Positions"

6. © ADELARD LLP Example of a common issue (MOD) Error on opening.axml file: “An error occurred in openAscenetworkdialog - the file may not have the required structure.” Solution: map your network drive first. The steps are: 1) Right click on "My Computer“, choose "Map Network Drive...". 2) Assign a drive letter and type the name of your network folder (\\yourservername\yoursharename) or click “Browse...” to find it.\\yourservername\yoursharename 3) Tick the "Reconnect at login" box, hit Finish. 4) The drive will be mapped and appear in “My Computer” as a network drive. Access your ASCE file through this drive. Slide 6

7. © ADELARD LLP ASCE Support Trac Slide 7

8. © ADELARD LLP ASCE Developer Trac Slide 8

9. © ADELARD LLP Some statistics Slide 9 Jan 2015 Feb 2015 Mar 2015 Apr 2015 Tickets answered within 48 hours (%) 95%100% Number of all support tickets 66788782 Number of new support tickets 18312922 Average response time (h) 93.93.32.2

10. © ADELARD LLP Thank you for your attention! We are awaiting more support requests Tel: +44 20 7832 5850 Email: asce_support@adelard.com Slide 10