Support Process

In order to understand and resolve your support requests quickly and accurately it is important that you take the following steps before you contact Stromasys Technical Support or your CHARON certified partner.

Identify the Problem

The more information you can provide about the problem, the easier it is for the Stromasys support team to resolve it. Please be as specific as possible about the issue or question you are experiencing.

Gather Relevant Information

Current CHARON version?
CHARON License Key number?
Have you obtained the latest updates?
What steps led to the problem?
Can you reproduce the problem?
Have any changes been made to your system that might have triggered the issue?
Did you receive any error messages or diagnostic information?

It is often necessary that our support engineers analyze specific diagnostic information, such as a sysreport, dumps, traces, logs, etc. Please provide as much of this information as possible.

How to Submit a Request for Support

Submit via Web

You may submit your request for assistance by logging into www.stromasys.com/support-center/. Prior to submitting issues via the Web you will need the same information as if you were placing an issue by telephone.

This capability allows you to put all the pertinent information about your problem into the ticket via the Internet without having to wait for someone to call you back. This should save you time and help with problem resolution time and ensure accuracy in error and debugging messages.

Submit via Telephone

Stromasys telephone support is available for all CHARON platforms. Stromasys provides telephone numbers per region or country (where available). You can access your Stromasys Support phone number after you log into www.stromasys.com/support-center/. You will be required to provide a valid CHARON License Key number for verification of the support service to which you are entitled and the product about which you are calling.

Submit via E-mail

Customers may also submit a request for support to support@stromasys.com. Prior to submitting issues via the Web you will need the same information as if you were placing an issue by telephone.

We recommend using telephone support for critical problems to ensure they are responded to promptly.