Expert Scientific Word/WorkPlace support from those who genuinely know
30 years' Product Experience

Unbeatable Expert Technical Support
and Consultancy Time

for Scientific Word/WorkPlace/Notebook

 

At Scientific Word Ltd. we're specialists – not Jack of all trades. Our Unbeatable Expert Technical Support is what truly sets us apart from anybody else.

As UK distributors since 1990, supplying only the MacKichan range of products – Scientific Word, Scientific WorkPlace and Scientific Notebook – all our Commercial and Educational, though not Student, systems come with our Unbeatable Expert Technical Support included free of charge (Fair Use small print here) for those who buy directly from ourselves or through our approved resellers. We guarantee standard customers a Tech. Support turnaround time of 24 hours, but the reality is often much quicker.

You certainly won’t get the same deal anywhere else, because our technical expertise is not available elsewhere – Dr Christopher Mabb has been demonstrating, selling and providing Technical Support exclusively for this family of software since Scientific Word Ltd. was established in 1990. Thirty years of experience ensures you get the Expert Technical Support you need... when you buy Scientific Word/WorkPlace/Notebook directly from us.

Even if you did not buy your software from us, you can still contact us to see if our expertise is available as paid Consultancy Time; as an introductory offer to new customers, this is reduced from £500/hour to just £165/hour (plus VAT).

We also offer a range of professional Training Courses, both live and by video download: the various Training Course Options are described on our Training page .

 

To access our Technical expertise:

We recommend that, if faced with a technical issue, you first make use of:

  1. The Scientific Word/WorkPlace online help: Help – Search – [key phrase]
  2. The technical resources on our Mailings page: search the topics from your browser page (probably Ctrl-F or Cmd-F) as it's quite possibly an issue we've covered in one of our regular circular mailings; and
  3. The training in our v5.5 Training Course videos.

If this does not resolve your problem:

Technical Support (complimentary)

Subject to our Fair Use policy
For individual users who bought Scientific Word / WorkPlace / Notebook directly from us (Scientific Word Ltd.) or one of our approved resellers – but excluding Student systems. Also including MacKichan's customers registered for 12 months' free support


Version 6.x: Version 6.0/6.1 registered users should Email us describing the problem and quoting their serial number, available from Help – License Information. We guarantee standard registered users a turnaround time of 24 hours, but the reality is often much quicker.

Version 5.5: Our Premier usersAnnual Maintenance sites, Support Contracts and new MacKichan customers should Email us describing the problem and quoting their serial number (available from Help – System Features) for our Premier 2-hour service.
Our Standard users, please note that v5.5 Technical Support ended on 30th June 2017, the second anniversary of the release of v6.0. We recommend the Individual Annual Maintenance or Consultancy Time.

Individual Annual Maintenance (insurance policy)

Subject to our Fair Use policy
Designed to provide the security of Technical Support (both v5.5 and v6.x) for a small annual premium of £114 + VAT (as appropriate). Available to all Standard users and above; also for those joining us from MacKichan Software (free of charge for the first 12 months)


For all the details, please see our November 2021 mailing Item 6.
Please note that there is a 30-day lead time before your 12-month Annual Maintenance cover becomes active, so we recommend you register now before you have a problem. Turnaround time: 24 hours.

If you've been driving Scientific Word/WorkPlace with no insurance (no Individual Annual Maintenance) and your need for our Technical expertise is now urgent, why not consider our paid Consultancy Time or 5-hour Support Package for immediate support?

Consultancy Time (paid)

If you do not qualify for complimentary Technical Support and do not have the Individual Annual Maintenance insurance in place.
Ideal for a one-off situation


As an introductory offer to new customers, our Expert Consultancy Time is reduced from £500/hour to just £165/hour (plus VAT), with an initial time purchase of one hour. Please Email us describing the problem, together with when you bought Scientific Word/WorkPlace; please include your serial number, available from Help – License Information (v6.0) or Help – System Features (v5.5). We will Email to arrange payment by bank transfer or PayPal/credit card.
Priority response time: usually under 2 hours.

Not right for you? What about the 5-hour Support Package?

5-hour Support Package (paid)

New for 2022!
Better for an ongoing project


For some users the Consultancy Time above isn't quite right: you just want to be paying for the time we spend on your project in the most cost-effective way.
Now, for 2022, we're launching the 5-hour Support Package. Buy the 5 hours of our Technical expertise up-front at a rate of just £300/hour – total £1500 (plus VAT) – and call on our Premier Support at any time during the following 24 months.

The 5 hours will be deducted in 20 × Quarter-hour increments.
Target response time: 2 hours. Please Email us to apply.

Support Contract (paid)

Our top-level of support
Structured around the individual user's requirements


Priority response time: usually under 2 hours.
Please see our Support Contract page if you think this might be right for you. In which case, we're probably already talking...

 

Last Updated: 4th January 2022
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