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Response time of Fluent support

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Old   March 3, 2008, 06:08
Default Response time of Fluent support
  #1
Rami
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Hello Fluent users,

I am relatively new to Fluent (not to CFD, though), and thus need relatively much support (more so since my problems involve relatively complex physics).

During all the period of usage (almost a year) I get very slow response (typically between a week and a month per query) from Fluent - either from the local agent or from the UK support team.

I wonder if this is only my bad luck, the fact I hold an academic license, the local agent, communication that has to pass between him and the UK office etc, or is it the normal response time.

Please share your experience with me.
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Old   March 3, 2008, 06:24
Default Re: Response time of Fluent support
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nitin chaugule
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Response time of Fluent support
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Old   March 3, 2008, 19:07
Default Re: Response time of Fluent support
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Carlos
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Hi,

In my experience Fluent support is very quick, typically less than one day for a specific problem. Make sure you email from a university account if you are doing a degree or research. I was given the email address for fluent support in India and they are very swift to respond. However, they only tend to reply to specific stuff. If you get a response from somebody and then you ask different questions they are reluctant to help again, they say to email the general support again. As long as you really try to get your models working and you read the Fluent user guide carefully then they are likely to be much more receptive. If you try everything you can THEN email them, you are more likely to get useful help.

Carlos.
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Old   March 4, 2008, 03:48
Default Re: Response time of Fluent support
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Rami
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Thanks Carlos!

I use a university e-mail address, I always try to solve problems myself first and read the manuals and only then call support. I cannot call the Fluent support directly - it has to go through the local agent.

Other users experience is most welcome.
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Old   March 4, 2008, 04:28
Default Re: Response time of Fluent support
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Carlos
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No problem Rami,

So long as you are registered at a university and the university has licenses for Fluent, email to this address from your uni email account:

support-aca@fluent.co.in

They are pretty quick and I got this from Fluent direct.

Good luck,

Carlos.
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Old   March 4, 2008, 11:16
Default Re: Response time of Fluent support
  #6
thomas
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Rami, what you need to understand is that when a university purchase a license to Fluent - Support is not included or maybe just a few hours of support are included for a year. All that in fact is sum-up by the fact that fluent will only support you if your problem interest them - like biomedical issues for example but tomorrow can be something else.

To explain to you better you need to understand that a yearly license on a rental basis cost around $15000 (more or less). For an academic you only have to cover the administrative fee which is $1000. So you will understand that Fluent does not include a lot of support for universities and academic. An as a researcher you are supposed to have all the time and brain power around to solve any problem.

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Old   March 4, 2008, 11:16
Default Re: Response time of Fluent support
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thomas
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Rami, what you need to understand is that when a university purchase a license to Fluent - Support is not included or maybe just a few hours of support are included for a year. All that in fact is sum-up by the fact that fluent will only support you if your problem interest them - like biomedical issues for example but tomorrow can be something else.

To explain to you better you need to understand that a yearly license on a rental basis cost around $15000 (more or less). For an academic you only have to cover the administrative fee which is $1000. So you will understand that Fluent does not include a lot of support for universities and academic. An as a researcher you are supposed to have all the time and brain power around to solve any problem.

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Old   March 5, 2008, 02:47
Default Re: Response time of Fluent support
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Rami
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Thank you Carlos, I'll try them next time necessity arises.
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Old   March 5, 2008, 03:00
Default Re: Response time of Fluent support
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Rami
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Thank you for responding, Thomas. I have few comments to your post.

o The yearly license we pay is about 5 times higher than what you posted (single seat).

o We do not have other experienced Fluent users here that I can turn to. Being novice to Fluent - I really need support.

o The latest query I had is something that behaves like a bug, so - no matter how clever a researcher is (not claiming I am that bright...), this requires support.

o We have an educational perpetual license for Ansys ($300), and their support is immediate. So I thought this is the standard response time I should expect.

Rami
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