Technical Support Services

EMS-I and Aquaveo LLC are authorized companies providing support and training for the XMS software developed by Aquaveo. Technical Support is provided to licensed commercial users of the XMS software by Aquaveo and its staff. If you are a non-commercial government user, please go to our Governmental Support page for contact information.

Support can be extended to non-commercial government users through a support contract setup through EMS-I or Aquaveo directly. Technical support is available Monday-Friday 8:00-5:00 MST either through e-mail (support@aquaveo.com) or phone (801.691.5530). We strive to respond to each technical support issue within 1 business day.

Support services are grouped into two main categories: Technical Support and Engineering Support. While all licensed commercial users have unlimited access to Technical Support, Engineering Support generally requires an additional support contract arranged with EMS-I or Aquaveo. Technical support is not intended to replace software training (formal or otherwise). It is understood that neither Aquaveo nor its employees makes any warranty express or implied, or assumes any legal responsibility for the accuracy, completeness, or usefulness of the technical support offered.

• Installation issues
• Registration and licensing issues (passwords and hardware locks)
• Reporting and documenting software bugs
• Clarification of documentation
• Explanation of XMS software warning and error messages
• Explanation of XMS software features and processes
• Basic questions regarding data import and conversion (from older versions, competing products, or other data sources)

• Questions and problems related to a specific project
• Model troubleshooting
• Interpretation of model results
• Assistance with application of engineering theory and modeling techniques

This list of support topics is NOT all-inclusive. EMS-I and Aquaveo reserve the right to determine what is considered Technical Support or Engineering Support.