RockWare Software Technical Support
Technical Support is offered for Subscription (Monthly, Annual), Single, and Network licenses for the PetraSim software. Users of valid licenses may receive free technical support by email from 9 a.m. to 4 p.m. (US Mountain time zone) Mon – Fri, excluding standard US holidays.
Email inquiries should be sent to tech at rockware.com and include the name of the program you are using, the revision date of the program and your license’s registration number (displayed in Help | RockWare License), your contact information, and a thorough description of the problem.
RockWare provides standard technical support for the PetraSim interface and included simulators. For extended support beyond software problems and errors, including theoretical simulator questions and model setup, users may post to public internet forums or arrange for consulting. Detailed simulator support, including reactive transport advice and help with convergence errors, is not considered standard technical support for the PetraSim software.
Rates for on-site or virtual technical sessions are negotiable. Please call for pricing and reservations.
PetraSim Software Maintenance
Maintenance is offered for Single and Network licenses for the PetraSim software. New purchases of and upgrades to the most current version of PetraSim include one year of maintenance. Maintenance includes the support options listed above, as well as software updates (new features and bug fixes), and upgrades to new versions.
After the expiration of the 12 month period, maintenance can be renewed for a fee. If you choose not to renew, you are still eligible to use the software, however you will not be able to use a revision that is newer than your maintenance expiration date (no new features or bug fixes). You will be eligible for technical support via email, under the terms described in the above section.
You may renew maintenance at any time by paying the annual maintenance fee plus any maintenance fees not paid since the previous maintenance term expired. If you renew on time (before your maintenance lapses) the annual fee is 15% of the price of a new license of the software at the time of renewal. If your maintenance has lapsed the rate is 18%.
To renew your maintenance please contact our sales group.
PetraSim Support Forum
The PetraSim Support Forum is an independent group of users who share comments and results and answer questions of general interest. This is the best place to start for software support.
The group also serves as a bulletin board for posting announcements, bug notices, patches, and other current information about the RockWorks software.
Visit the PetraSim Support Forum!
PetraSim Software End of Life
License transfers and unlocking codes are available for licenses with maintenance up to 6 years expired.