Contacting Support

Whichever customer service level you have with SAL you will receive first-class support. Your service level will determine the support channels that are available to you. Levels of support services from SAL offer simple to understand support service levels - Standard and Premium.

At the Premium level, there is a substantial increase in service with the addition of personal support and pro-active services.

  • Standard customer service includes telephone & online support to report issues and emergency queuing to respond to priority issues within one business day
  • Standard support offers unlimited phone and email access during business hours (Monday-Friday 9 am-5 pm UK time). Premium Support is recommended for larger, complex environments, providing faster response times and additional consulting services.

To contact support please use the form opposite, email support@softwarealliance.net or raise a ticket using the Online Helpdesk.

Questions & Answers

Listed below are some of the most commonly raised questions regarding Mo.net. Please check below before raising a support call / ticket.

The standard trial period for Mo.net Model Development Studio is 30 days. Other product trials are available on request.

Each trial license is restricted to a single user, who will be provided with a unique username and password upon registration.

Please contact Clare Stone, Product Manager & Head of Consulting.

Yes. All trial users have access to our support team via e-mail and through the online helpdesk system.

Log into the Software Alliance Website portal with your email address and password, Navigate to Support, Licence Manager.

You should deactivate your licence using Licence Manager on the old machine, which frees up the activation. You should then be able to activate the licence using Licence Manager on the new machine. If you no longer have access to the old machine, then the licence can be deactivated from the Software Alliance Website portal in the Licence Management area.

Access the Software Alliance website portal using your credentials. Go to the Support section and select Licence Manager. You should find your licence there, which you can then deactivate.

You can deactivate the licence using Licence Manager from a user's machine, which frees up the activation. You should then be able to activate the licence using Licence Manager on another user's machine.

Click on the View Log File from the error message you received when trying to deactivate. You should find a path to a file named License.xml in the Log file, delete the License.xml file, then you should be able to reactivate your licence via the Mo.net Licence Manager.

Please refer to the Mo.net Model Development Studio Hardware Requirements Datasheet for more information.
Download

Yes. The Mo.net Model Development Studio and models developed using the environment uses the internet to check for valid licence on start-up and on a periodic basis (daily).

Installation of Model Development Studio can be completed within minutes. Depending on the configuration the server applications can take a up to a day to install, configure and call from your own application.

This depends on the complexity of the products that you are trying to model. However, most users with familiarity with VBA are able to build a simple term assurance product within a few days of starting to use the product. With introductory training, this time can be reduced.

There are built in tutorials that show the user how to use the basic application functionality. There is also a guide that walks through the creation of a basic model.