Support

If you have short questions about using SweepMe! or creating an instrument connection, please feel free to use our Forum where we answer your question and help people to get started.

In case you need help with your setup, or need somebody to take a look at your measurement procedure, we offer professional services to help you running again. The support will be given via email, support ticket system, or video meeting. Different service products are listed below.

Support contingent

When you have a running measurement setup, you may need a little help from time to time. For this reason, we offer to purchase a certain number of support hours. You can then use this support very flexibly whenever you have a problem that you would like us to help you with.

• Support is provided in units of 15 minutes.
• The support contingent is valid for 24 months if not prolonged in the meantime.
• You can choose the number of support hours.
• Price: Starting at 120 EUR per hour with discounts for academia.

Typical support topics are:

• Help with the use of the sequencer
• Solving communication problems (hardware drivers, adapters)
• Creating or revising scripts for the Add-on module CustomFunction
• Configuring modules
• Version migration
• SweepMe! driver creation, revision, and optimization
• Selecting new instruments and equipment

Get-started support

We offer a hands-on seminar to introduce your team to the concept of SweepMe! and answer your questions about the program.

• Introduction of the SweepMe! concept with many hands-on examples.
• 2 hours of video meetings that can be splitted into two meetings.
• Dynamic adaption to your needs during the meeting.
• Video seminar using via Microsoft Teams
• Price: 250 EUR

Enterprise support

Subscribers of SweepMe! Pro Enterprise get a support package that provides an undisrupted user experience.

• Support agreement to cover all questions that arise with using SweepMe!.
• Help with configuring the software.
• Joint troubleshooting when things do not work as expected.
• Feedback to your own development of instrument drivers and CustomFunction scripts.
• Typical response time of less than a day, often within a few hours.
• The Enterprise support does not include the creation of instrument drivers or scripts by SweepMe! which can be purchased as additional service.
• The Enterprise support is related to the setup at which the license is activated.