If you are an industry or regulatory customer with a current valid license for one of our software tools, User (application/ project) Support is available to you under your license agreement.  Through user support and training, we aim to build your proficiency at using Scale-up Suite to address your applications; our goal is to "teach you to fish", not "give you a fish".

Make sure that you have completed all of the steps below before requesting user support:

1. Install Scale-up Suite: https://itr.scale-up.com/installer
2. When working in Reaction Lab or Dynochem Simulator, Fitting or Optimization windows, press F1 for help, or visit https://sushelp.scale-up.com/
3. When working with Dynochem models saved in Excel format, use the Help and Reference buttons on the Dynochem ribbon in Excel
4. When working with Dynochem utilities in Excel format or in web applications, review the Help tabs, any Basis tabs and other help content provided in the utility
5. Visit the Resources sites and search using keywords "help", "advice", "guidance" and “learn” to find relevant Knowledge Base articles, Recordings or Training exercises
6. If you have a question or problem that appears to be IT or installation related, try our troubleshooting tips: https://sushelp.scale-up.com/help/#Troubleshooting.aspx
7. Attend training: we reserve the right to support only users who have taken training on how to apply the software, whether on-line or in-person
8. Become certified: if you have not attended training but have passed the relevant Dynochem or Reaction Lab certification test in the past 12 months, we will waive the requirement for you to attend training before requesting user support.  Search for "certified" in the Resources sites for more information about how to become certified.

User support is delivered by email, because this puts your question in front of our global team of Applications experts and gives them an opportunity to review and discuss before responding to you. 

We do not offer live support e.g. by telephone, mobile phone or MS Teams, as this method of delivery is not productive. 

To request support:

• Make a start on your project using Scale-up Suite, using templates from the Resources sites, as shown in your training
• If you encounter questions or problems, first complete items 1 to 8 above; these can answer your questions in less time than starting a support engagement
• If you still have questions or problems, send an email message to support@scale-up.com as follows:
  • Present questions about a single application only, not e.g. a series of questions on different unit operations that you have been collecting over time
  • Attach your partly completed model, utility or process scheme to your email message:
    • That is because attaching your files helps our team to obtain a holistic view of what you are trying to accomplish and of the equipment and materials and data that you are using
    • We reserve the right not to respond to user support requests that do not contain the relevant attachments
    • Keep the message body short; your attachments will do the talking for you.

During holiday periods, support responses may be delayed.

User support cases are tracked by our team in a database, recording the following information in each support engagement or 'case':

• The name of the user requesting support
• The site at which the user works
• The nature of the support case
• The number of hours spent by our team responding to the case
• All email messages and attachments sent by our team in relation to the case.
  

Each software license has an associated User Support Limit, measured in support hours, that is reset annually.  Our team will provide support up to this limit and will let you know when you are approaching or have exceeded your limit.  We reserve the right to discontinue provision of user support after reaching this annual limit.

With software such as Scale-up Suite, your organization should aim to support your own users internally, rather than relying on external help.  You should ensure that you have trained and certified users at each site.  Most customers develop power users that support other users and also deliver their own internal training.   Many customers seek to present their work using the software in our Guest Webinar program.  These milestones reflect the maturing of your organization in the application of process modeling.