Support policy

When you purchase any of our systems, you are provided with a .pdf user manual which will be available within the SSI Web program files (go to: Help / SSI Web manual in PDF) after you installed the software. This manual teaches you how to use our software and serves as a reference to answer your questions.

If you have questions after consulting the manual please contact us either by phone or by sending an email to  This e-mail address is being protected from spambots. You need JavaScript enabled to view it in which you describe your support question(s) or problem(s) you are facing, along with the related files if requested. We strongly advise you to send us an e-mail, - as that creates a reference and case log for you and SKIM.

We will contact you by e-mail or telephone when we have solved your support question. We will also contact you when we need more information from yourselves or when your support request is not included in our support policy.

Please make sure that you always have at hand any instructions or files associated with your problem, a description of the sequence of keystrokes or notes of events that led to your problem in case we need to contact you to solve your support request.

The products mentioned below are covered by free technical support

Old versions that are no longer supported are Ci2, Ci3, APM, SMRT versions of ACA, CBC, and CVA, CBC ICE, HB Sum, CCA, CVA Internet Module, CPM and SSI Web v.3.5 (and older).

Our staff can be consulted in case of problems caused by the software itself, procedures and their output. However, our staff cannot assist you with special-interest applications, writing user programs, or teaching customers.

The primary support role is to help customers understand how to use the software, to solve specific Sawtooth Software-related problems, and to answer general questions about the use of these advanced methods. If the questions become too specific to a particular project or business problem (questions that should be asked of a professional consultant more closely associated with a project rather than to a software support individual), then they are not part of the support policy and they will result in paid consultancy

Support is provided from our office in Rotterdam, The Netherlands. Normal support hours are weekdays between the hours of 9:00 a.m. and 17.00 p.m. (GMT+1). Please note that support is only available in English, Italian and Dutch.

We will respond to you within 24 hours, with the exception of problems reported on weekends and holidays. You will then be contacted as soon as possible.

Due to the complex nature of software development and operating environments, we cannot make guarantees regarding the problem resolution time. We will make our best effort to resolve problems as expeditiously as possible.

Want to know more? Don't hesitate to give us a call or drop an email!