Support


You’re not on your own once you buy your Aimsun license. Since the inception of Aimsun, we have put heavy emphasis on customer support. We pride ourselves on our excellent track record of responding to our users around the world quickly, efficiently and courteously.

Software Update Subscription (SUS)
Technical Support
Bug Fixing


 

Software Update Subscription

The Software Update Subscription (SUS) is our software maintenance program, which enables you to receive software updates for a flat annual fee. The first year’s SUS is included, free of charge, with every new license that you buy and is optionally renewable thereafter.

The advantage of the SUS is twofold: it not only spreads out your update payments but also represents excellent value for money compared to purchasing individual updates as they come out.

Aimsun Fast Track

All Aimsun users with a valid SUS have fast-track access to new features as we unroll them, rather than having to wait for the next release.

Even if you choose not to renew your SUS, as long as your version of Aimsun is Aimsun 7 or newer, you will still have access to all bug fixes but not to the newest features.

For more information on the SUS including pricing and terms and conditions, please contact info@aimsun.com.


 

Technical Support

Users who have contracted Technical Support, can contact us at support@aimsun.com or the Aimsun agent (in those countries where there is a Technical Certified Distributor) to discuss any issue regarding the software.

Technical Support is not limited to problems with the software and may include queries about the best available modelling method, problem networks with unexpected behaviour due to a modelling error or requests for assistance with advanced features of the software.

You can purchase Technical Support in fixed-time packages, which gives you the flexibility to select just the amount of support you need. For further information regarding support packages, prices or to speak to an existing user and find out how it all works, please email info@aimsun.com.


 

Bug Fixing


Any Aimsun software user can report issues encountered in one of the presently supported versions by emailing bugs@aimsun.com. We commit to addressing bugs, free of charge, as part of the next minor version release. For critical issues, we strive to respond as quickly as possible and offer users the option of a patch as soon as that is available.

When submitting bug reports, please make sure that you include the following information:

  • A detailed description of the bug or error
  • Which version of Aimsun you are using
  • Which operating system you are using: Win32, Win64, Linux or Mac
  • Your Aimsun model (as a ZIP file)
  • The steps we need to take to reproduce the error