MSC.

Software

Do REAL engineers ask for directions???

A Tour Guide of Your MSC Customer Technical Support Services
8/03/2011

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AGENDA
Introductions Individual product documentation and examples
MSC Web site support resources
Knowledge Base Forums Product Updates

Contacting MSC for support

Online submission Email Phone AE support

Training classes
Professional services

Introductions
James Fillon
Lead Application Engineer MSC Western Region (12 years with MSC) - Nastran, Patran, SimXpert, SimManager Phone: 714-585-3968 Email: james.fillon@mscsoftware.com 12 years industry experience at McDonnell Douglas Aircraft Long Beach & Huntington Beach, TRW Space Park Redondo Beach Education background B.S., Aeronautical Engineering Embry-Riddle M.S., Engineering (Structural Mechanics) Cal State Long Beach

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Western Region Application Engineers

Tom Walin, Seattle, WA SimM, Nastran, Patran, SimXpert, Process Automation

Chris Davidson, Seattle, WA Adams, Easy5 (Motion & Controls), Fatigue

Hanson Chang, Santa Ana SimM, Nastran, Patran, SimXpert Pedro Chou, Santa Ana Marc, Nastran, Patran, Nonlinear Mark Gwillim, Denver, Co Nastran, Patran,

Mike Grossen, Santa Ana Manager, Western Region Application Engineering Team

Mica Parks, Santa Ana Nastran, Patran, SimXpert, SimXpert Templates

Lindley Bark, Phoenix, AZ Explicit Analysis, Dytran, MD Nastran Sol 700

Mark Carlson, Denver, Co CFD, XFlow

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Your Challenges
Actually yes, it is rocket science
If it were intuitive or obvious, everyone could be doing it

Cutting-edge simulation technology

Passed down in the finest oral tradition On-The-Job training Trial & Error learning

Performance pressures
My signature is on that drawing Get your job done w/out making a research project out of it

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So what can MSC do to help?

well, MSC can not sign your drawings We can (and do):
Document features Provide User Guides & reference materials Provide example problems Provide Training classes & Quick-Starts Provide on-line resources Provide live technical support Provide professional consulting services Tell you about the above

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What help is available and where?

Closest to home:
F1 Key (interactive products) Installation directory (solvers)

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Installation Directory Help

Updates with each release Standard PDFs
Copy to your local machine

Primary Docs:
Release Guide Quick Reference Guide Installation & Operations

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Example Decks
Test decks from Release & User Guides

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Example Decks
TPL Test Problem Library

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Example Decks
TPL Test Problem Library Index of Examples

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Why Cant I get a Quick Reference Guide???

v.

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MSC.Software Combined Documentation

Solver & GUI documents in one (1) location
Standard PDF format Interlinked Full set of User Guides, Handbooks & Manuals All Products

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Online Documentation Access

Option 1:
SimCompanion (http://simcompanion.mscsoftware.com)

Option 2:
www.scribd.com Search keyword MSC.Software to find our documentation

Option 3:
Patran help can now be configured by using online help instead of having to locally install the documentation on your system. How-To:
Within your Patran installation, look for a file called site_setup.pm (site_setup for UNIX / Linux). Add the following line to the file:
setEnv('P3_HELP_DIRECTORY','http://www.mscsoftware.com/patran/current/html_patra n/');

Using the above format will always direct you to the latest and greatest version of the Patran documentation

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Community Forums
http://forums.mscsoftware.com
Per product
Disciplines within each product

Immediate / daily summary / none email subscriptions Not Official MSC.Software Support
MSC only Sponsors or Moderates these public web forums

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SimCompanion
MSCs New Support Environment 1. Product News and Updates 2. Technical Articles 3. Known Issues 4. Documentation 5. Product Updates 6. Multi-media content

simcompanion.mscsoftware.com

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SimCompanion - Find answers to your questions

Search across ALL content Single sign-on to ALL content Subscribe to email notification Take the video tour

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Product News

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Technical Articles

FAQs, Examples, Technical Tips

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Documentation

User Manuals, Release Notes

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Known Issues

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Product Updates

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Webinars & Multimedia

Upcoming Webinars Webinar Archives Links to PodCasts & YouTube Videos Other multimedia videos

MSC Webinar Events

MSC hosts two different types of educational webinar events for our user communities:
1. Industry-focused Webinars
Higher-level discipline-focused discussion topics such as Composites or Durability

2.

SimAcademy
Product-oriented applications and demonstrations such as Flutter Analysis using MD Nastran or ADAMS/Car Chassis Simulations

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Industry Webinars
Currently there are two Industry Webinar Series:
Machinery & Aerospace Suppliers

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Industry Webinars
These links will take you to the scheduling and registration pages for upcoming Industry Webinars:
www.mscsoftware.com/webinar/aero www.mscsoftware.com/webinar/machinery

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SimAcademy Webinars
www.mscsoftware.com: Click on Support tab / SimAcademy Webinar Series link for registration

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SimAcademy Webinars Registration

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MSC Webinar Events Live

Go to About Us / Events to view upcoming webinar schedule: Live attendance space / bandwidth is limited, so please pre-register to guarantee yourself a seat

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MSC Webinars On-Demand Viewing

All delivered webinars available for On-Demand viewing
See what you have missed!
275+ Webinars, Application Samples, and Tutorials available

www.mscsoftware.com Click on Resources tab / Multimedia

Note: SimAcademy playbacks require log in to SimCompanion; see username / password / LOG IN

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MSC Webinars email notification

Q: Ill never remember to check on what seminars are upcoming isnt there a way to get email reminders? A: Answer is as close as www.mscsoftware.com: enter your email address & hit SUBMIT !

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MSC Webinars Who Knew?

MSC regularly hosts live educational seminars
Both discipline-based & product-focused sessions

MSCs web site offers hours of 24/7 On-Demand webinar & tutorial technical content
Need to get up to speed on a particular topic today?

Automatic email reminders

On or off its your choice

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SimCompanion: Additional Resources

Submit a Request Online My Requests Conference Papers Solution Download Center Give us Your Feedback Communities and more..

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Conference Papers

References go as far back as 1979!!!

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Contact Us
What happens when you do
Resolved

Your Question

Service Request
Product mod. reqd Customer Database Change Request

New Release

Product Devl

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Contact Us
Customer calls that go through the Customer Support Center are logged into the MSC Customer Database system
~15 yrs worth of customer calls Lots of data to draw from MSCs process for managing the 1,000s of you who call in each year Man-centuries of analysis expertise

Errors/Enhancements are also logged in this database

Used by Product Development to track issues & errors Notify customer once an issue is resolved Tied to customers Service Request

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Contact Us but how???

Three ways to contact MSC:
Web Email Phone web email phone

All 3 ways get to the same Global Tech Support engineers

Application Engineers: We love to help, but we are normally out of the office visiting YOU! Above methods much more dependable. Consider us a 4th method.

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Contact Us - web
Accessible via SimCompanion Additional Resources
Click Submit a Request Online to submit new request Click My Requests to view your history

Direct location:
http://support.mscsoftware.com/servicerequest/

View not only your Service Requests (SRs) history, but also Product Defects logged on your behalf

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Contact Us - email

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Contact Us - phone
Product-based routing Extended hrs Goes into same queue as email & web requests Handled by the same engineers as email & web requests

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Contact Us Application Engineering Support

Purpose
Provide backup to the technical support (hotline) team Step in when specific subject matter experts are needed Present on site lunch & learn type seminars
Introduce new technologies as desired/required Create specialized workshops for specific subject matter (quick starts)

Become familiar with customer processes and how to best leverage MSC tools

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Contact Us Application Engineering Support Lunch & Learns

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Contact Us Application Engineering Support

Lunch & Learns

Ideas?

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Contact Us Business Issues

What Technical Support is:
For MSC products For verified customers in good standing For software usage, installation, enhancement requests, and bug reporting

What Technical Support is not:

A substitute for attending formal training An engineering consulting practice Customization or Extensions of the Products http://www.mscsoftware.com/support/pdf/MSC_Tech_Support_Guide.pdf

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MSC Training Classes

Live instruction
http://www.mscsoftware.com/Conte nts/Services/Training/ On-site or @ MSC facilities 1-5 days

Quick-Start
One on few on-site mentoring

Self-paced
DVDs of Training Course materials

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MSC Professional Services

For those tasks above & beyond ordinary and customary technical support
Customized product development efforts Tailored implementations Process management Time-critical / capacity surge analysis http://www.mscsoftware.com/Contents/Services/ConsultingServices/

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MSC.Support you are not alone

Individual product documentation & examples MSC website resources
Knowledge Base Forums Product Updates

Contact Us:
Online submission email phone

MSC Training classes MSC Professional Services

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Thank You!
Sim Companion
mscmarc. support@ mscsoftware .com Knowledge base

Training Classes

Services Team

1-800 732-7284

Web Service Requests