Tool Support & Advisory

Essential Tool Support – Fast Help When It Counts

Technical Support That Helps: Our Essential Support Package ensures fast response times and technical expertise for your ongoing operations. Our Essential Support Package provides email assistance for technical queries related to Enterprise Architect, Pro Cloud Server, and Prolaborate. When you purchase Enterprise Architect licences or renew your maintenance plan, you are entitled to the following services for 12 months.

Included services:

  • Limited to email support
  • Basic setup and configuration of Enterprise Architect and related tools
  • Providing downloads for Enterprise Architect, Pro Cloud Server, and Keystore for users with expired maintenance (only EA versions available during active maintenance)
  • Assistance with navigating the interface and finding specific functions/options in our tools
  • Basic troubleshooting of bugs and issues in Enterprise Architect and related tools (this includes submitting a bug report to the head office if necessary)
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Professional Package – More Than Just Support

Proactive Support And Individual Solutions: The Professional Package offers you additional advice on best practices, adaptations and integration – perfect for teams in active model operation. Our Professional Package handles complex and individual modelling enquiries. Experts from our training team are also available for specialised questions. In addition to email assistance, we provide direct, hands-on support through our screen-sharing service to ensure optimal results.

Included services:

  • Direct access to our specialist team via email and screen-sharing support
  • User support for Enterprise Architect, including error analysis and designing workarounds
  • Implementation of workaround ds on a time and material basis
  • Model check: Analysis and advice for model optimisation
  • Customisation of individually developed components during product upgrades
  • Guaranteed response time within 4 hours during SparxSystems Software GmbH’s business hours in Austria
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Strategic Package – Advisory for Success

Your Advisory and Sparring Partner For Complex Challenges: With the Strategic Package, you receive tailored support, in-depth tool expertise and strategic advice – ideal for companies with a high level of maturity or complex requirements. Rely on Our Experts for Every Complex Challenge: If you can’t find the answer online, our team is here to help. Our experts make it easy to solve even the hardest problems, so you can get the answers you need quickly.

Included services:

  • We act as your strategic partner in developing and refining your modelling approach
  • We share proven best practices to address your specific challenges
  • We help you adapt existing solutions to meet your unique requirements
  • Rapid skill-building for your team to achieve quick, impactful results
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