Support is available free of charge for 90 days following purchase and thereafter in accordance with the terms of your maintenance agreement. Please call CSI’s offices to inquire about the maintenance agreement. Standard phone and fax support is available from CSI support engineers in the United States via a toll call between 8:30 A.M. and 5:00 P.M. Pacific time, Monday through Friday, excluding holidays.
If you are experiencing problems using the software:
Consult the documentation and other printed information included with the software.
Check the online Help for the command or form.
Visit CSI’s web site at http://www.csiberkeley.com to access the SAP "Watch &Learn Movies."
If you cannot find a solution:
Contact CSI’s Offices via phone at (510) 845-2177.
Send a fax with questions and a sketch of the model to CSI at (510) 845-4096.
Send the input file via Email to support@csiberkeley.com.
If you call, be at your computer and have the appropriate documentation (e.g., User’s manual) at hand. Please have the following information:
The version number of the program (access using the Help menu > About SAP2000 command--see below).
The hardware configuration (computer make, operating system, hard disk size and RAM size).
The exact wording of error messages that appeared on screen.
A description of what happened and what operation was being performed when the problem occurred.
A description of any attempts to solve the problem.
If you send a Fax or Email, include the following information:
Your name, Company name, and phone number.
The version and version number of the program (access using the Help menu > About SAP2000 command--see below).
The hardware configuration (computer make, operating system, hard disk size and RAM size).
The exact wording of any error messages that appeared on screen.
A description of what happened and what operation was being performed when the problem occurred.
A description of any attempts to solve the problem.
For Email only: an attachment, including the model and any other pertinent data files.
About SAP2000
The About SAP2000 form provides some useful and important information about SAP2000 and about your computer. When contacting us for technical support or for information on product upgrades, you should always tell us the version of the program that you are using. Find this version number by clicking the Help menu > About SAP2000 command and reading the first (top) line on the left-hand side of the form. It will say something like "SAP2000 Nonlinear Version x.xx" or "SAP2000 Plus Version x.xx."
In addition, when you have technical support questions that may be related to the physical memory in your computer, or to your computer's operating system, always tell us about your computer's memory and operating system. You can find this information in the bottom of the left-hand side of the About SAP2000 form.