Engineering Support at SkyCiv
A Commitment to User Experience
Providing outstanding customer support is key to ensuring a positive experience for our users at SkyCiv.
We've felt the pain of not having our software needs or questions met. I'm sure you've experienced it before, you need assistance with a feature, identified a possible bug, or just have a question - but your current software take 3-4 days to reply - or sometimes not at all! This is not how software companies should treat their users, and is something we've built into the product since day one.
How effective are we at this? Our average response rate is < 30 mins.
Engineering Support from Real Structural Engineers
A technical product like ours, requires real technical support from an experienced engineer. That's why our Support Team are Structural Engineers with real engineering and design experience - able to assist you with a high degree of accuracy. So you can be confident in your use of the software and overall designs.
An engineer at your finger-tips in just 30mins? Does your current software offer this?
Real-Time Model Review
SkyCiv sits on the cloud - meaning users and customer support agents can see the same model at the same time. This is great for diagnosing issues and resolving problems quickly and effectively. For instance, Paul here is helping one of our users in real-time with a stability issue:
A typical support ticket may look like this:
- User has a question/issue with a specific model and prompt the live-chat
- A SkyCiv representative answers in less than 30 mins and is able to review the user's model
- The representative diagnoses the problem and saves a repaired version of the file (or records a video showing how to fix it)
- The User can now see the updated model and continue with their work
Although we cannot provide design advice or project specific advice, we can certainly help with all things relating to the software, and assistance in troubleshooting your models.
Clear and Transparent Communication to the User
We ensure transparency by documenting all updates and changes to the software in our Software Changelog and most importantly; full design calculation reports. This allows users to stay informed and self-answer questions or technical queries you may have.
Clear and detailed software documentation is equally important for helping users utilize the software effectively and minimizing the risk of user input errors. We also provide videos, walkthroughs, and technical articles to guide users through using our software, while explaining any underlying assumptions made by it.
We do this to help you - help you find answers to your questions, quickly and effectively.
