One of the things we learned in our 2009 customer survey (watch for a review of this in a later post) is that a surprising number of AnyLogic users don't avail themselves of the services of our support team.
We find that email support for the type of content-rich question our team answers is superior to tele- phone support. Our support team is comprised of simulation experts, mathematicians, researchers, etc. -they are bilingual but the kind of support question we get usually requires some modeling review and work rather than a quick factual answer. The “Get Support” feature takes a snapshot of the customer’s system and build and eliminates all the initial questions and shortens the overall support cycle. The customer can attach files or use the popup window to describe the issues in detail and get a “solution” the next day. That's right, a simulation solution such as "how do I model a queue where the operator takes frequent breaks -- to simulate the lost productivity of smoking, for example"? You can attach your file and get it back with edits. This is much more of a third-level support than most users have experience with. We can also answer the "which version of Java do I need" types of questions -- but many of these are already in the Forum and FAQ pages of the XJ website. For example, here: AnyLogic Knowledge Base
So don't forget -- expert help is built right in to every AnyLogic license. Your personal "don't panic" button is right on the menu (see screenshot).
