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Software Support

Our software support is organized according to the Advanced Simulation Technologies (AST) Customer Support Process (CSP) which defines the process steps for answering all customer questions and requests related to AST’s software products. The defined process does not cover customer contact which takes place within project work or joint research developments.

The CSP includes a level concept:

  • 1st level support is done by local AST affiliates (if no local affiliate is available, 1st level support is done by AST in Graz)
  • 2nd level support by AST in Graz headquarter

Generally we offer support by email. Telephone support is offered for 1st level support at some affiliates. Telephone support is not given by AST in Graz or for 2nd level support generally.
For each product or product group a Support Master is defined, who is responsible for all related support requests and distributes the support requests to the different support engineers.
AVL Advanced Simulation Technologies support engineers are highly experienced calculation engineers, who also perform software training and project work in simulation projects within AVL's engine development process or separate pilot, validation or method development projects for customers.

Content

  • Answer software related questions.
  • Take over change requests or enhancement requests from customers and transfer to development and product management.


Goals

  • Help the customer with daily problems
  • Improve product quality and customer satisfaction
  • Support development with information about customer needs and recommendations
  • Improve customer relationship


Customer Benefit

  • One contact for all software related questions.
  • Application know-how of our support engineers.


Contact

To get the right contact for your product/location please look here: AVL Hotline