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Won’t You Please, Please Help Me?

By: Kathryn Lane

How many times a week do you hear the phrase, “it’s not rocket science”? This expression is tossed around by people to talk about things that aren’t hard and that anyone should be able to do. The work that users of STK are engaged in – that really is rocket science!  STK users model and analyze complex systems in real world environments - from ISR collections to hypersonic, missile flight detection, and interplanetary trajectory modeling. These are the tough problems of highly intelligent and skilled engineers and scientists of our industry. 

This is tough work, and we all need a hand from time to time to help model the systems and situations that we want to analyze. That is where AGI’s stellar Technical Support team comes in – to help you model your systems and find the right way to get to the analytical solution you are looking for.   

But how do you contact us? 

Within STK: 

STK Main Menu >  Help > Contact Technical Support 

This option will open an HMTL panel that will auto-populate with the information that Technical Support will ask for, along with a text panel where you can enter a full description of your problem. Simply fill out the form, hit Send, and AGI’s Technical Support team will be on the case! 

STK Main Menu >  Help > STK Desktop Help - contact Technical Support on every page! 

Did you know that every page of the STK Desktop Help has an “Email AGI Technical Support” button?  Click this button to open a new email that is  addressed to AGI’s Technical Support team, and references the STK Desktop Help topic from where you clicked the button.

External to STK:  

Support.agi.com 

Our engineers spend every day, all year working on tough problems with customers like you. We spend a lot of time improving our Help documentation, as well as recording Frequently Asked Questions and Code Samples to make the answers to your questions easy to discover on your own, right from our website. 

Email and Phone 

The classic way is still a great way to get in touch. AGI’s Technical Support team can be emailed directly at support@agi.com (Europe-support@agi.com and asia-support@agi.com for those customer in these parts of the world).  Or give us a call toll-free at 1-800-924-7244! We’re here Monday thru Friday, 7am to 7pm US Eastern time. 

Now that you know how to contact us, you might wonder what information is AGI going to ask for when you reach out. 

AGI’s Technical Support is going to first ask for your name and organization. We want to know you, and for you to know us. (Meet all the AGI Technical Support team members!) Next, we will ask for your Customer Account Number. This helps us know what parts of STK you have when we start to solve your problem. We want to make sure that the solution we find is something that you can use. Next, we will want to know which version of STK you are using. Every version of STK is full of new capabilities that allow you to solve new types of problems. And finally – we want to know what your particular problem or question is. That’s what we are here to do – work with you to solve the problem! 

That’s it!  AGI has tried to make it simple to reach out and talk to us about any problem or help that you need on your analysis projects, and we ask a few questions up front to make sure that we can provide the best answer to your questions. 

So reach out today and let us know how we can help you! 

Posted: 1/28/2019 8:00:00 AM


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