Before submitting your support query, please carefully read through all submission guidance below. Our support contact email address is at the foot of this page.
SOFTWARE SUPPORT – CONSTRUCTION SOLUTIONS
Customers from the United Kingdom and the Republic of Ireland who have construction software licences under an active maintenance and support contract have the ability to contact our experienced team of dedicated technical support Construction Engineers.
Our support covers the following Construction software solutions:
- Cubicost TME
- Cubicost TAS
- Cubicost TBQ
- Glodon Gsite
WHAT DOES SOFTWARE SUPPORT COVER?
Our support team will assist with inbound queries relating to the following:
- How to download, install and setup the client and licence server software
- How to upgrade software versions and install updates
- Questions relating to software version compatibility
- Questions relating to a particular module or an individual feature
- Reporting a potential improvement for the software
- Reporting a potential error in the software
SUPPORT IS NOT TRAINING
Our technical support team is NOT a training centre
Support cases that highlight a clear knowledge gap will require training
Your assigned Construction Account Manager will contact you to discuss
To ensure a faster and more accurate response, please ensure that your support email submission includes the following information:
- A written detailed description of the issue / query
- Screenshots to support the issue / query
- Where applicable, provide the downloadable log file report
- The software solution and version (where applicable) in use
- The Windows operating system version in use
Our support team will always strive to get back to you as soon as possible to resolve your query. However, with queries that require the inspection of a customer project file, we cannot guarantee an exact resolution time frame.
Project file support cases are often complex and require the allocation of a discipline specific and/or tool specific technical support resource to interrogate the model and resolve the issue properly. Customers are asked to be patient.
YOUR ACCOUNT MANAGER IN CC
Please remember to add your assigned company account manager in CC so that he/she is aware of your inbound query. By following the progress of our customer base, we have a better understanding of any potential obstacles which hinder the integration of our software solution into your company design workflow.
TRAINING RELATED SUBMISSIONS
Incoming support queries that clearly highlight a fundamental knowledge gap in using the software will be passed to your assigned company account manager who will follow up the case submission with your company and discuss the options for a tailored professional training package.
An appropriate paid software training package will be proposed and discussed to ensure that your company achieves the best ROI from our Construction software solutions. For more information on the training options available, please contact a member of our construction software sales team.
Please ensure that you have read and followed the above guidance before submitting.
Remember to add your assigned Construction Sales Account Manager in CC.
Construction Software Solutions (UK & Ireland Only)