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      Is it support or is it a consultancy service?

      We get a lot of requests from our users and sometimes it may be difficult to know whether it is included in your ongoing contract, or whether it is a sold service. This article explains the differences.

      This article explains the process for handling product-related and project-related support requests when a customer submits a ticket or request. It also outlines the terms and conditions for support services.

      Product-Related Support

      1. If a customer submits a product-related ticket without a contract or subscription in place:

        • The Support team forwards the request to the Commercial team.
        • The Commercial team will then attempt to sell a support and maintenance contract, or a WindSim Accelerator plan.

      2. If the customer agrees to the contract:

        • The Support team can proceed with providing the requested support.

      3. If the customer does not agree to a contract:

        • The customer can consult the Knowledge Base, but no further support is provided.

      Examples of Product-Related Assistance:

      • Installation issues (*subject to prerequisites below)
      • License renewals (perpetual licenses)
      • Bug reporting and resolution
      • Explanation of module functionality

      *Installation Prerequisites for Support Services

      For installation-related support, the following prerequisites must be met:

      • Dedicated Non-Virtual Machine: The software must be installed on a dedicated physical machine; virtual machines are not supported.
      • Supported Operating System: The machine must run a supported operating system. Unsupported systems invalidate support services (refer to WindSim's supported OS list).
      • Absence of Interfering Applications: The system should not have interfering software like antivirus programs that block necessary processes.
      • Unrestricted Internet Connection: The machine must have an active internet connection, free from firewall restrictions or network configurations that hinder communication with online resources or support servers.

      Meeting these conditions ensures that support can be effectively provided. The Customer’s IT department should assist in resolving any related issues.

       

      Terms for Product-Related Support:

      • Support is included in a valid support and maintenance contract or a WindSim Accelerator subscription.
      • If no contract is in place, support is invoiced at an hourly rate of €130/h.
      • The Knowledge Base is available as an alternative source of assistance.

      Project-Related Support

      1. If a customer submits a project-related ticket (with or without a contract):

        • The Support team forwards the request to the Consultancy team.
        • The Consultancy team will scope the request and provide a quote.

      2. If the customer agrees to the consultancy quote:

        • A Consulting project is executed and invoiced by the Consultancy team.

      3. If the customer does not agree to the consultancy proposal:

        • The customer can consult the Knowledge Base, but no further consultancy support is provided.

      Examples of Project-Related Assistance:

      • Project set-up
      • Project assessments
      • Non-convergence issues

      Terms for Project-Related Assistance:

      • A price will be proposed based on a scoping meeting and agreed Statement of Work (SoW).
      • The hourly consultancy rate is €175/h.

      This structured process ensures that all support and consultancy requests are handled swiftly and efficiently, and that terms of assistance are transparent.