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
  • Premium customer service is designed to provide a range of proactive services which enables us to solve issues as a priority. With Premium service you'll also get 24/7 emergency reporting, SLA, and periodic health checks.

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

Questions & Answers

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

The standard trial period for 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 Su Symonds, our Business Development Manager
Yes. All trial users have access to our support team via e-mail and through the online helpdesk system.
Please refer to the Model Development Studio Hardware Requirements Datasheet for more information.
Yes. The 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.