Please Read Before Contacting Us
Before contacting us for technical support related to your use of our software products, please refer to the Help system or the User Guide first. These are both available via the software Help menu. The Troubleshooting section contains many answers to common problems.
Also refer to these web pages which are frequently updated with answers to user questions.
If you are unable to find an answer to your problem using these resources, please use the process described below to contact us.
Technical support is provided for the latest versions of SIDRA SOLUTIONS software products only, and you need to have valid COVER. It is necessary to upgrade to the latest version before COVER can be purchased. COVER includes FREE UPGRADES to major new versions of the software released during the COVER period.
Akcelik and Associates provides a reasonable amount of technical support to registered users under a COVER agreement. This includes assistance to make the software operate on your computer system, and investigation of example files that fail to run or produce unexpected results. It does not include assistance in the normal use of the software such as coding of input from an intersection plan. SIDRA SOLUTIONS training courses that cover these topics are offered from time to time.
How to Contact Us
To expedite technical support services, we prefer electronic communications via EMAIL. Use the following EMAIL address to ensure that your technical support request is replied to as promptly as possible:
support@sidrasolutions.com
When you send an EMAIL message:
- ensure that you have valid COVER,
- provide your Customer ID and Licence Type which can be found in the About dialog under the SIDRA INTERSECTION button (top left corner of the user interface),
- include your phone number and organisational details in your EMAIL message,
- describe your problem succinctly, and include any error messages reported by the program (Message Console), and
- if it is a problem with input and output, attach the Project (sip) file in a zipped folder, or if it is a computer system problem, give details of your computer.
Are you looking for software updates (patches)?