| Quick Access |
| Tour The Site |
|
| KeymarkEngineering Inc. > Support Policy |
| |
 |
Engineering Support Policy |
 |
|
Technical support is an integral part of our vision at Keymark.
We want to be available to every user who has difficulties with the program.
However, this service is not intended as a means to avoid learning the program or learning engineering skills.
For example, how to design cold-formed steel trusses or how to compute ASCE7 wind pressures is not the purpose of Keymark’s technical support.
While we are willing to work with anyone needing assistance with technical support problems,
our infrastructure is designed around the assumption that our users have Internet access.
We can provide faster and more reliable service to those customers that have access to our website and who can
correspond with us via email.
|
| |
|
Engineering Support : Best Practices |
|
|
Before contacting engineering support, you should typically do the following:
- Take a look at our Support FAQ (Frequently Asked Questions)
section, as your question may already be answered there.
- Make sure you understand the problem you are encountering, and be sure your question is related to the
program and its use. Keymark' technical support does not provide free engineering consulting.
Keymark does provide a fee-based engineering consultation service. If you are interested in this service,
please call 303-443-8033 and ask for Brad Cameron.
- Take a few minutes to experiment with the problem to try to understand and solve it. We realize that your
time is valuable, however our time is valuable as well. Our experience has shown that many problems can be
solved by the user with a small amount of effort. You are more likely to remember the solution next time by
spending some time and trying to solve it yourself
|
| |
|
Engineering Support : Contact Methods |
|
|
Note: For all support questions, please be prepared to send us your electronic file via e-mail (see below),
or postal service. We frequently need these data files to answer your question.
| Email |
Price: $0 |
For help with KeyTruss® or KeyWind™ please send your email to one of the following addresses:
keytrusshelp@keymark.com
keywindhelp@keymark.com
This is the fastest and most reliable means to get answers to your questions. Most emailed questions
are responded to within 24 hours after they are received. If possible please use a ZIP program to
compress all file attachments. Your email travels through the Internet faster and the ZIP also helps us
receive your electronic truss files without any file corruption.
|
| Fax Support |
Price: $0 |
(303) 443-2196
This method is less reliable than the email because the fax machine is only checked twice each day.
If you send a fax request that is urgent, call or send an email to let us know it has been sent.
Be sure to include your name, phone number, fax number, and thorough problem description. If you have multiple
questions, please summarize them in a list. Sketches are encouraged but please be sure these are clearly
annotated. The more information that is provided, the quicker your request can be processed.
|
| Phone Support |
Price: $2.00/minute
or prepaid by customer |
(303) 443-2068
If you need the answer to a short and direct question, this method can work well. However, our phone lines
regularly get busy and you may get rolled over to our voice mail. If you have an urgent request,
it's best to email or fax it. For payment purposes, we track the number of minutes that Keymark personnel
work on your problem, and charge your credit card accordingly.
|
| Interactive Software Support using CITRIX™ Software |
Price: $2.00/minute
or prepaid by customer |
| Used for both training and software demonstrations, our
Interactive Software Service is a powerful tool that enables support personnel and clients to interact online
simultaneously. This allows both users to view and work on the same project. |
LEARN MORE ABOUT CITRIX |
Using CITRIX™ Metaframe technology, two users can 'log in' to the service and share a common work place.
Each user can manipulate the project, and each person's actions are visible to the other. Project files
can originate from here at Keymark or from the client's hard drive. This tool is used for interactive
online training, interactive technical support, and as a demonstration tool to potential clients.
CITRIX™ is not a "shareware" version of our software. It is intended to assist Keymark customers with
specific questions that are difficult to communicate with just email or telephone. For this reason,
the service is secured with a Username and Password. For payment purposes, we track the number of
minutes that Keymark personnel work on your problem, and charge your credit card accordingly.
|
|
|
