Knowledge Base

Visit our searchable knowledge base for answers to installation, network licensing and program usage questions that you have.

Extended Technical Support

Technical support is available Monday through Friday from 7:30 a.m. to 4:30 PST (excluding U.S. holidays).

Priority e-mail support: Click here to generate a technical support message. Note that e-mail questions receive responses via e-mail only.

Customer support issues are defined by Engineered Software, Inc. at the time support is requested as either: Basic Installation or Advanced IT/Engineering. TechNet Plus is Engineered Software’s upgrades and support package. Click here for a list of supported programs.

Basic Installation
Basic installation support is available to all customers with the most current release of PIPE-FLO and the three most recent legacy versions (currently v2005, v2004 and v8). Click here to see the most current version of your program.

• Includes initial installation of new programs and assistance with installation of legacy versions (may include links to Knowledge Base articles).

Advanced IT Support
Advanced IT support is available only to those customers with current TechNet Plus subscriptions.

• Includes more complicated and time intensive support including such items as setting-up of server subnets, using network license commuting, setting-up license management server software and assisting customers through advanced features of PIPE-FLO enterprise network set-up.

Engineering / Product Operation Support
Engineering / Product Operation support is available only to those customers with current TechNet Plus subscriptions. To ensure the best possible support, customers needing support with a specific project should first e-mail their system to one of our application engineers at solutions@eng-software.com.

• Includes product operation support regarding questions such as how to select a pump or how to size a pipeline.

• Also includes engineering support providing assistance with unexpected results – such as questions regarding an ‘over controlled’ system or questions about a system that is returning results that are outside the expected range.

Per-Incident Support
Per-Incident Support is available any time during our support hours. Support is billed at $150.00 per hour, minimum of one hour, billed in 15 minute increments and a maximum of 5 hours. If you decide to upgrade your program or purchase TechNet Plus within 60 days after receiving support, you can apply fees paid as discounts toward these services.