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SERVICES

Make the most of your investment with on-site implementation, expert training, contract research and superior support.

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Scientific and Technical Support

Our goal is to help you optimize your investment in Accelrys software, moving beyond traditional "break fix" service. To help us meet this goal, we've built a global infrastructure and quality systems to guarantee availability of support and services when you need them. We have support professionals with PhDs in biology or chemistry located throughout the US, Europe, and Asia-Pacific.

We have installed a global call tracking system with an online customer portal, remote connectivity tools to help diagnose problems quickly, and performance-monitoring systems and reports to ensure that our solutions are high quality and timely.

Online Support and Documentation

Please Note: Access to on-line documentation and support requires an Accelrys Advantage ID. Register for an Accelrys Advantage ID now

Accelrys Advantage - Online Support

Accelrys advantage provides 24 hour access to:

Support Request System - Enter and track support requests and submit bugs (link to a specific area or just the general.

Support Library and Knowledge Base - Access and search an on-line knowledge base and support library (including articles, documentation, training materials, and more).

Go to Accelrys Advantage (password required)

Telephone Hotline Support (Monday - Friday)

US
7am -5pm (Pacific Time)
Toll Free: 1-800-756- 4674
Tel: (858) 799-5509
Fax: (858) 799-5102

Europe
09:00 - 17:30 (UK Time)
Tel: +44 1223 228822
UK local rate:
+44 845 741 3375
Fax: +44 1223 228501

Japan
10:00 - 17:00 (Japan Time)
Tel: 81 3 3578 3861
Fax: 81 3 3578 3873

Support Contact Emails

US
All Product Lines (except Pipeline Pilot)
support@accelrys.com

Europe
All Product Lines (except Pipeline Pilot)
support-eu@accelrys.com

Winners of the Customer Satisfaction Survey Drawing

For each support issue resolved, we invite our customers to take a short survey and give us feedback about the handling of their support request. In exchange for the valuable feedback, the customer is automatically entered in a drawing for an iPod Touch!

The drawing is held twice a year (July and January) for all survey respondents during each six month interval.

Here are the past winners of the drawing:

  • July-December 2008: YI LI, from Sanofi-Aventis
  • January-June 2009: THIERRY CONVARD, from Idenix
  • July-December 2009: RIJIAN WANG, from Beth Israel Deaconess Medical Center

For everyone else, we have great news for you! We will be holding another drawing every July and January. Completing a survey for each new support request during this time frame increases your chance of winning, so we look forward to hearing from all of you soon!

From all of us in Accelrys Support, please allow me to express our sincere thanks for your feedback on the survey. The information that you have provided has led to a number of enhancements and process changes in our support organization for the sole purpose of better serving you.

Accelrys Customer Support

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Stay connected with us:
US: +1 858 799 5000
|
Europe: +44 1223 228500
|
Asia Pacific: +81 3 3578 3860
Smarter Science. Better Business.