Very often, something does not work for us and we seek help from CAD technical support service because we expect support technicians to be able to resolve our problems. Anytime you want to purchase new circuit building software, the kind of technical support available should be a top consideration.
It is inevitable that you will need help with your new circuit building software thus the need to know the kind of support you will get, how to access the service and the costs.
These are some of the areas you want to look into:
- Do you get training on how to use or operate the software?
Training comes in different forms; enquire about the options and the costs to avoid paying unexpected training costs.
- The types of support services offered
You want support to suit your workflow, schedule, and lifestyle. The common types of support are provided via chat, phone, or E-mail.
- Are there other sources of information- Blogs, FAQ’s, user groups etc.?
Any extra source of information is always welcome and will be a great help to you and it does not hurt that you will never pay for them.
- Support plans offered and respective costs
Some offer free general support services for a period while others have systems where you pay for the support you get. Other support plans are tiered offering different levels of support at different rates. You should understand the support plans and costs before you sign up.
What professional support services do you get?
Standard support services will easily deal with functionality issues but may not be as helpful with things like database conversions or enterprise installations. Professional support services are offered by circuit building software companies to help customers with the difficult issues. Determine what your needs are and if there are professional services available, before you buy.
The following questions will help:
- Does it support installation and configuration?
You may need additional help with new software installation especially if it is a large scale enterprise installation. Multi-seat and multi-application installations often require assistance with configuration.
- Are there software customization services?
CAD software can be customized to fit the needs of the users at times and what better way to go about it than the cost-effective to use the professional services.
- How helpful are application engineers (AEs)?
Application engineers are made available to will answer questions and talk you through difficult situations. This service is really helpful to bring you up to speed on the software. Find out whether if you this level of AE support will still be available after purchase.
- Can you convert old libraries and designs to the new software?
If you will need to access your legacy design data, this is a factor you need to look into. The ability to convert legacy libraries and databases to the new format will save you the pain of recreating them. Find out if the new software can convert or if the company provides services to do that.
A good effective technical support service is vital for design productivity and for strengthening customer relationships. The success of your new CAD software could easily be determined by the kind of support you get or have access to.