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RockWare
US: 800.775.6745 |
General: 303.278.3534  
Fax: 303.278.4099  
Europe: +41 91 967 52 53 |
Support > Support Policy 

RockWorks Support Policy

RockWare offers the following support options for RockWorks:

If you have purchased a different product from us, please review the manual for the developer's contact information. If you are unable to find any contact information then please contact RockWare, we would be happy to supply you with the contact information of the developer.


RockWare Software Technical Support

Technical Support is offered for Subscription (Annual), Single, and Network licenses for the RockWorks 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@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 | About), your contact information, and a thorough description of the problem. 
 
Technical support topics include answering questions about the functionality of the software, correcting problems resulting from user error, and providing advice on system related issues such as connecting to other software or troubleshooting program errors. For extended support beyond these issues, including external database setup and advice on modeling parameters, you can post to public internet forums or arrange for consulting.
 
Rates for on-site technical sessions are negotiable. Please call for pricing and reservations.


RockWare Software Maintenance

Maintenance is offered for Single and Network licenses for the RockWorks software. New purchases of RockWorks17 include one year of maintenance. Maintenance includes the support options listed above, as well as 30 minutes of phone support, software updates and bug fixes, and new version upgrades. 
 
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. 
 
Upgrades from RockWorks17 to new versions are only offered under this maintenance plan and cannot be purchased separately.*
 
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. Unless otherwise stated, the maintenance fee is 15% of the price of a new license of the software at the time of renewal.
 
Visit our new RockWare Customer Portal to create an account and renew your maintenance. Or order via our Pricing page.
 
(* Feature level upgrades (such as from RockWorks17 Standard to RockWorks17 Advanced) or license type upgrades (such as from RockWorks17 Single to RockWorks17 Network license) can be purchased separately, by paying the difference in price. Upgrades to RockWorks17 can also be purchased from RockWorks2006, RockWorks14, RockWorks15, and RockWorks16. Contact RockWare for pricing.)


RockWorks Support Forum

The RockWorks 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 RockWorks Support Forum!


Web Support

Web support for RockWorks is provided free of charge - just use the links displayed in the menu bar to the left to access Case Studies, FAQ, and more.


RockWorks Software End of Life

Technical support, software downloads, and unlocking codes are provided for the current version of RockWorks and the two previous versions, provided that the last update of the version is not more than 3 years old. 

We no longer provide any technical support, downloads, or unlocking codes for RockWorks14. RockWorks2006, RockWorks2004, or earlier versions.

Support, downloads, and unlocking codes for RockWorks15 will be discontinued effective Jan 1, 2016.




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