Support policy

When you purchase any of our systems, you are provided with a user manual that teaches you how to use our software and serves as a reference to answer your questions.

If you still have questions after consulting the manual, you need to follow the following support procedure: Please give us a call or send us an e-mail to This e-mail address is being protected from spambots. You need JavaScript enabled to view it in which you clarify your support question(s). We strongly advise you to send us an e-mail, because now both you and SKIM have a reference concerning your support request. This reference will help to improve efficiency and prevent miscommunication.

When we have received your e-mail, we will send you a notification. 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 not supported are Ci2, Ci3 v.1.x, APM, ACA v.3.x (or prior), CBC v.1.x, CVA v.1.x, CVA Internet Module and SSI Web v.1.x. The rest of the previous versions of the current software programs are also supported.)

Our staff can recommend and advise you in the methodological issues of a study. They can also 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), it may become necessary to seek paid consultancy advice.

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 and Dutch.

We will respond to you by phone or e-mail 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. Usually issues are resolved within a couple of hours.

The support call will be closed out upon mutual agreement of the consultant responsible for the problem and the customer. In cases where we are waiting for further information from the customer and the customer does not contact us for a period of 14 days, the consultant will make two attempts to contact the customer. If still no contact has been established, the consultant will close the support call.