NetSim Support Portal

NetSim Support includes

• Software upgrades are provided via secure FTP with login and password
• Product support is through our helpdesk (https://tetcos.freshdesk.com/support/home) or email (support@tetcos.com) only. We respond within one working day to all tickets.
• Product support covers questions related to the working of NetSim, and resolution of bugs if possible
• Live online (TeamViewer) support will be provided at the time of installation
• After installation, we can also provide a few hours of online training depending on which version and components purchased
• Additional live online support can be provided (i) for training purposes, or (ii) if NetSim fails to install or run. We would require at least two days' notice to slot a mutually convenient date/time.  
• For self-learning, documentation, and manuals are regularly updated at https://tetcos.com/download.html, and videos are available at https://www.youtube.com/user/Tetcos

Customer Responsibilities

• Customer should ensure their personnel liaising working with NetSim Support is properly trained in the operation and usage of NetSim, and should be able to answer questions about any problems reported by Customer. Customer shall also promptly implement all updates and error corrections provided by us. 
• Upon request, Customer should provide access for online diagnostics

Technical Product Support encompasses

• Providing general advice on how to best approach a specific application;
• Explaining intended usage of product features through product documentation and accompanying explanations if required;
• Providing general guidance on how to diagnose and correct behavioral problems of user code that interacts with NetSim libraries within applications, such as simulations and optimizations;
• Supporting system administration activities specifically related to installing and running NetSim; and
• Logging reported problems and providing appropriate product updates/patches
• E-mail support will be provided only when emails are sent from the organization/university email ID

NetSim Technical Support specifically does not include:

• Custom protocol development;
• Developing models or studying model specifications/papers for users;
• Debugging or inspecting models that contain user-written code;
• Interpretation of results;
• Analytical verification of results;
• Support for projects/codes provided in File Exchange;
• Support for C# / python utilities provided with NetSim for scenario generation, automated execution, parameter sweeper etc;
• Supporting system administration unrelated to NetSim products; or
• Providing technical support for previous software releases;
• Solving issues related to problems with the 3rd party tools which NetSim interfaces with such as MATLAB, SUMO, Wireshark and Open street maps;
• Recreating customer scenarios for emulation;
• Solving issues related to large scale simulations (simulations taking > 1hr on a i7, Win 10, 16 GB system)

Telephonic support (Education Customers)

Our live support to education customers is only if NetSim fails to install or run. We don't provide live support for informational questions or on code development to education customers.

Upgrades

Free upgrades for one year for purchased technologies. Upgrades will be provided via secure FTP.

Professional Services 

Customers may request technical support services specifically not provided in our policy (for example, custom code development). These professional services can be provided at applicable rates and terms.

NetSim Version wise support timeline