Unanswered questions about using HOMER can seriously affect users’ critical work. When adverse situations occur, quick and easy access to HOMER experts can ensure you are able to address and resolve your issues and get you back to work. For 2017, HOMER Energy has rolled out a new, improved technical support plan, HOMER Premium Support, which provides fast, easy access to our tech experts for any and every issue.
HOMER Energy’s new support system is designed to make support available at the level you and your organization require, with quick turnaround and resolution available.
How you benefit from HOMER Premium Support
- HOMER Premium Support is prioritized support. Your questions are guaranteed to be answered within 24 hours.
- Premium support includes direct access to our mechanical, electrical, and software engineers. These are the people who create the equations, model the equipment, and build the software. They know HOMER.
- Premium support includes help for any question, including project planning, design advice, file reviews, and optimization.
Which level is right for you?
HOMER support is now organized into a three-tier system, which includes:
Tier 3: Premium Support
Premium support packages are sold by support hours or blocks of hours. This tier provides full support for anything a customer wants help with, including questions about the specific system they’re modeling.
Premium support can be purchased in one-hour increments and provides comprehensive customer support including project planning, design advice, and file reviews. Premium support is tracked in 15-minute increments. Premium support incidents begin with a ticket but may include phone support or telemeeting software when appropriate.
Tier 2: Basic Support
Basic support offers support tickets for pre-sales questions, software and installation issues, and simple technical questions about using HOMER Pro. This tier is also used for bug reports and inquiries about training or consulting. Basic support requires a current paid commercial license and cannot be delegated to anyone beyond the license holder.
All commercial* license holders may put in basic support questions through our email ticketing system. Basic support includes questions about how the program operates, its capabilities, or interpretation of its capabilities. Basic support questions will be answered within 3 business days via the ticketing system. Basic support does not include project advice or file review.
Tier 1: Forum Support (public)
All users, including pre-sale and trial users, can participate in our Community Success Forum. Your question may be answered by a community member who is not a HOMER staffer, but in general, we try to address all questions and concerns at the forum. This is the level of support perfect for students, trial users, and many others.
Hours are easy to purchase through our online system.
In addition to this support system, we also offer a searchable knowledgebase available 24/7, with more than 800 articles accumulated over more than a decade, free help videos, and a 300+ page help manual that is indexed and searchable.
*Commercial licenses include all licenses that are not designated as Student, Academic, or Classroom.