Helping our users to be productive
gPROMS® comes with installation and bug-fix support as standard.
Beyond this, we have a number of support options to help users get the most out of their work with gPROMS.
Basic support comes automatically with all gPROMS licences.
We will help you get started and give you advice if you believe that you have encountered problems in the software.
While this will ensure that you get started, it does not cover gPROMS language or modelling issues that you may have. You are encouraged to consider one of the extended support options below.
gPROMS Premium Support
This is an option on your licence and is paid anually in advance.
gPROMS Premium Support provides unlimited phone and email support for a year. you can use it for advice on gPROMS language options, getting the most out of the ModelBuilder® environment, interpreting diagnostics and handling errors, and numerical solution issues.
ModelCare® provides expert modelling support – as much as you want, when you want it.
ModelCare can be used to accelerate your work in many different ways: assistance on building models of complex processes, library construction and maintenance, interfacing of physical properties, and so on.
A ModelCare account is an ideal arrangement for organisations where a number of users are working on complex problems, and from time to time require a few hours' or a few days' expert assistance, or perhaps an on-site workshop.Find our more here.
One of SPSE's objectives as a company is to help our customers build effective modelling infrastructures within their organisations, and adopt best practice.
We have a number of options for achieving this – for example by creating 'superusers' in your group, or providing on-site support.
Please contact your account manager for further details.
SPSE support summary
|Feature||Basic support||Premium support||ModelCare|
|Clarification of documentation||Yes||Yes||–|
|ModelBuilder environment guidance||Yes||–|
|Error and diagnostic advice||Yes||–|
|Numerical solutions advice||Yes||–|
|Modelling physics and chemistry||Yes|
|Complex model construction||Yes|
If you have a support query, you should submit it via e-mail to
together with the following files,
- complete Case file (.gCS), as it includes the Execution Output showing the specific problem
- Foreign Object code
- physical properties used
Alternatively, you may Submit your support query online or phone your closest office.