For unlimited quick-response support
What is quick-response support?
A quick-response support query is one that we can answer within two hours' worth of effort by the SPSE support team. Typical examples are:
- you require some guidance on setting up a complex non-linear distribution
- you would like a review of your parameter estimation results to ensure that you are interpreting them correctly
- you would like some guidance on how to apply dynamic optimization to your already-converged dynamic simulation model
- your model is not converging and you would like a quick review of your approach and equations.
As can be seen from the above example, the quick-response support service can be used for modelling queries and in-context coaching, not just installation and bug-fix support as was the case in the past.
If the problem cannot be resolved within two hours, we will advise you on how to proceed. This might involve the use of SPSE ModelCare® services, for example, in a case where significant modelling advice or effort is required.
What is an accredited user?
An accredited user is someone who has been on a gPROMS introductory course, and maintains accreditation through one of the means described below thereafter.
Accreditation lasts for one year and needs to be renewed annually.
Why does SPSE operate this system?
We believe that quick-response support can significantly enhance user productivity, and this is of benefit to all our customers.
However, for this approach to be effective and not to place an unneccessary burden on SPSE resources, it is important that users are formally trained in the use of gPROMS, and that once trained, they keep up to date with the latest gPROMS developments.
How does it differ from support arrangements in the past?
In the past, we provided only installation and bugfix support, and not modelling advice. The new arrangement covers modelling advice. this is intended to help our users to get past small hurdles, as well as to allow us to provide useful input at critical point in the modelling process, thus raising productivity.
We will of course continue to provide installation support and bugfix support to our non-accredited users.
How do I get accreditation?
We will start off by accrediting all existing users who have been on training course of any description.
To apply for accreditation, please fill in the [application form]. If you are successful, you will be notified by email and receive an accreditation certificate in the post.
How do I maintain my accreditation?
You can maintain your accreditation by:
- attending a SPSE User Meeting
- attending a further training course
- attending one of the “What’s new…” seminars SPSE will host at our regional offices and selected customer sites (to arrange one please contact [email protected])
In certain cases we will accredit people at our discretion – for example, if you have been using gPROMS for a long time but have not been on a training course.
How does a non-accredited user get support?
We will only provide quick-response support to accredited users. Therefore, you will have to get accreditation by one of the means described above, or ask an accredited user in your organisation to deal with the query.
What happens if I need more than two hours' worth of support?
We provide gPROMS ModelCare for this purpose.
Many of our customers have ModelCare accounts, allowing them to tackle complex applications with the confidence that they will have expert assistance if they run into problems.
If you have a support query, you should submit it via e-mail to
together with the following files, where applicable:
- complete Case file (.gCS), as it includes the Execution Output showing the specific problem
- Foreign Object code
- physical properties used