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HydroCAD® Stormwater Modeling - Since 1986

Support Plans
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Software Maintenance (Deluxe Support)

All new HydroCAD programs and updates include 90 days of Software Maintenance  (Deluxe Support) at no additional charge.  During this period we provide the following premium support benefits at no additional cost:

Program Updates (software maintenance)  Under a Deluxe Support plan, customers receive free copies of any software updates that are released while their plan is in effect.  This typically includes a new release twice a year and a version update every few years.

Priority Email Support  Customers on software maintenance receive priority email handling, so most questions are answered within the hour. Email is the fastest and most accurate way to address most technical questions, including installation, operation, and modeling issues. And email support is often available after-hours and on week-ends.

Telephone Support  If your question cannot be effectively resolved by email, customers on software maintenance also have access to toll-free telephone support at our discretion.

License Replacement  Customers on software maintenance are eligible for free reissue of lost license or download details (after a 24-hour waiting period.)

Ongoing Support Options

After the initial 90-day period, we provide the option to extend your software maintenance for a fixed annual fee. Your support plan will continue to provide all the benefits listed above, plus exclusive access to any “early release” software, allowing you to use new features months before their public release.

Before your free support period ends, we’ll send you a proposal with full details and pricing for the annual extension. By maintaining continuous coverage you’re guaranteed to always have the very latest HydroCAD updates at no additional cost.  Click here for pricing and online renewals.

Note: To qualify for software maintenance you must already own the current HydroCAD release. Maintenance customer will then receive all updates that are released while your maintenance plan is in effect. If you miss an update, you will need to purchase the latest update in order to qualify for maintenance.

If you prefer to purchase updates separately, we also offer telephone support on a pay-per-call basis. However, most customers find our free email support to be just as effective in providing prompt, accurate answers to their technical questions.

Free Support Options

Customer support is a central part of our business, and we aim to deliver prompt, accurate support to all our customers. Towards this end we provide free Internet support and Front-Line telephone support to all registered HydroCAD users.

Front-Line telephone support is intended to provide answers to basic installation and operating questions. To manage our costs, Front-Line Support is not toll-free and availability may be limited. It is also not intended to handle any hydrology, hydraulics, or modeling issues.

For priority service and free software updates we recommend the full software maintenance plan described above.

Frequently Asked Questions

Which support plan is best for me? If you always want to have the latest HydroCAD release and priority support, we recommend that you continue the software maintenance plan described above. If you prefer to purchase updates separately, you can purchase support on a per-call basis, or use our free support options described below.

What if I don’t want to pay for support? Free support is always available on our web support page and by email. We also offer lifetime "front line" support on basic installation and operating issues. Free support is subject to availability, and is not toll-free. For priority service, toll-free calling, and assistance with specific modeling issues, we recommend a software maintenance plan described above.

Why do I need program updates? By releasing program updates, we are able to add new features to HydroCAD on regular basis. Literally hundreds of features have been added in response to customer comments and suggestions, with an new release about twice a year and and new version every few years.

How do I qualify for Software Maintenance? You must already own the current HydroCAD release in order to qualify for software maintenance. If you have an earlier release you can purchase an update which will include 90-days of ongoing software maintenance.

How do I sign up for support? To extend your HydroCAD support, just return the renewal proposal you’ll receive during the last month of your current coverage or click here to renew online.

Calling for support

Before you call:
  1. Make sure you read the on-line help for the relevant HydroCAD screens.   (Press F1 to view help at any screen.)  Most questions are answered in the help screens.
  2. Check the support page to see if your question is covered there.
  3. To ensure the most efficient handling of your call, please outline your question by email before you call.  You may also attach a copy of your HydroCAD project file and send it to
  4. If you are not on a current support plan, please submit your payment information before you call.
When you call:
  1. Have your HydroCAD version and serial number ready so we can quickly access your records.
  2. Be at your computer so we can answer your question most efficiently.
Live support is normally available from 9-5 EST, Monday through Friday, except for Federal holidays:
bulletFor maintenance or premium support call toll-free: 1-800-927-7246
bulletAll others call: 1-603-323-8666
You may also submit your question via Email

Please use this form to submit your question.  All questions will be answered promptly during business hours.  Email support may also be available after hours when the phone lines are not staffed.

 

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