Extended Consultancy Support

PHOENICS users do however sometimes require assistance of a different kind. For example, they may require general advice about what is the best way to model a particular physical process or equipment item, making use of the available features of PHOENICS. To give this advice, Coolplug and/or CHAM's support staff may need to spend time in studying the user's specific needs.

Alternatively, what needs to be done may be clear, but the user may prefer the work to be done by Coolplug/CHAM personnel, whose greater experience may reduce the time which will be taken.

In some circumstances, the user may have started a complicated model-building operation and then run into difficulty; he or she may then seek Coolplug/CHAM's assistance in the detection and removal of its cause.

While eager to provide assistance of these kinds, Coolplug/CHAM's User-Support team does have to make a charge for it, based usually on the number of hours expended. The cost of the work would be agreed in advance during contractural negotiations with the user. Coolplug/CHAM would commence work on receipt of the user's formal authorisation. In very exceptional cases, when the user agrees that the results of the work can be placed in an open-to-all library, or in the Applications Album, CHAM may share the cost of the work.

Work of this kind is normally carried out under an "Extended-Consultancy Contract" between Coolplug and the user's organization.

Of, course, if it should prove that a user's difficulty arose from a "bug" in the software, CHAM will correct that bug at its own expense.

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