Our support team helps you with the effective operation of our software
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Support
Contacting Us
Technical Advice
Contacting Us for Software Technical Support
You can find software updates (patches) here 
To Contact Us for Licence Deactivation
The software activation procedures will prevent the software from being installed on more than the specified number of computers. After you reach this limit, you may need to move a licence to another computer due to receiving a new or updated computer, or due to a computer crash or other hardware or software problem.
Please contact us by EMAIL giving details of the circumstances leading to a request for licence deactivation using the following EMAIL address:
Before Contacting Us for Technical Support
Before contacting us for technical support related to your use of our software products, please refer to the Help system or the User Guide first. These are both available via the software Help menu. The Troubleshooting section contains many answers to common problems.
Also refer to the Technical Advice web page which is frequently updated with answers to user questions.
If you are unable to find an answer to your problem using these resources, please use the process described below to contact us.
Support Conditions
Technical support is provided for the latest versions of SIDRA SOLUTIONS software products only, and you need to have valid COVER. It is necessary to upgrade to the latest version before COVER can be purchased. COVER includes FREE UPGRADES to major new versions of the software released during the COVER period. Refer to ORDER details.
Akcelik and Associates provides a reasonable amount of technical support to registered users under a COVER agreement. This includes assistance to make the software operate on your computer system, and investigation of example files that fail to run or produce unexpected results. It does not include assistance in the normal use of the software such as coding of input from an intersection plan. SIDRA SOLUTIONS training courses that cover these topics are offered from time to time.
To Contact Us for Technical Support
To expedite technical support services, we prefer electronic communications via EMAIL. Use the following EMAIL address to ensure that your technical support request is replied to as promptly as possible:
When you send an EMAIL message:
- ensure that you have valid COVER,
- provide your User ID (see Help-About in the software menu),
- include your phone, fax and organisational details in your EMAIL message,
- ensure that you have searched the Troubleshooting topic in the Help system or in the User Guide,
- describe your problem succinctly, and include any error messages reported by the program,
- if it is a problem with input and output, attach the Project (aap) file, and
- if it is a computer system problem, give details of your computer, and state if you are using the software in a networked environment.