Technical Support

1. What kinds of problems will technical support help with?
2. What kinds of problems are not eligible for technical support?
3. How should I report a problem to technical support?

1.

What kinds of problems will technical support help with?

Technical support is available to help you with questions on how to operate the software. Technical support covers questions in the following areas:

  • Where to find the information in the documentation.

  • Clarification of documentation, or explanation of features where the documentation is inadequate.

  • Resolution and correction of errors in the software.

2.

What kinds of problems are not eligible for technical support?

Analysis of forest sustainability is a complicated subject, and technical support cannot help with all of your issues in this area. In general, technical support does not cover the development of input datasets (other than to explain their form and function), formulation of a problem (other than to explain the general capabilities of the Patchworks model to represent problems), or the interpretation of results.

We offer additional consulting services to assist with problem formulation, dataset development and customization of our software. Contact our office for details.

3.

How should I report a problem to technical support?

Support will be provided during SPS's regular office hours (8:30 A.M. to 5:00 P.M. Eastern Time) and may be available at other times. In the event that a SPS technical support technician is unavailable at the time of your call, a technician will return your call at the earliest possible opportunity.

We provide telephone support, but usually the best way to report a problem is by email (support@spatial.ca). When reporting a problem please have all relevant details available. In the case of an error message, this includes the full text of the error. Most errors occur as a result of a misconfigured initialization file. If this is the case, it is easiest for us to diagnose these errors if you email us a copy of your initialization file along with the text of the error message.

Otherwise, try to provide enough information so that we can reproduce your problem. Problems related to specific datasets may require that you send us a copy of your input datasets.