Technical Support Team: Frequently Asked Questions

RISA technical support provides engineering focused help for users of RISA structural design software. Users with an active license can contact the team by email at support@risa.com or by phone at 800-332-RISA.

Find answers to common questions about contacting RISA technical support, submitting a support request, and accessing additional learning resources below.

What is RISA technical support?

RISA technical support connects you with knowledgeable support professionals who can help you use RISA structural design software effectively. The team can help you find answers, troubleshoot issues, and model with confidence.

How can I contact RISA technical support?

The best way to contact RISA technical support is by email at support@risa.com. Email makes it easy to share model files, screenshots, error messages, outputs, and other project information. This gives the support team the context needed to review the specific model conditions, investigate the question efficiently, and provide a more accurate answer.

You can also call RISA technical support at 800-332-RISA. Phone support is helpful for quick, general questions that do not require the team to review a model or specific design condition.

Who can use RISA technical support?

RISA technical support is available to users with an active RISA license including subscription, legacy, or trial users. If you do not yet have a RISA license and are interested in learning more about the capabilities, you can reach out to info@risa.com to learn more.

What can RISA technical support help with?

RISA technical support helps users understand and use RISA products to model, analyze, and design your structure. The team can assist with:

• Answering general workflow and modeling questions
• Understanding program features, tools, inputs, and results
• Troubleshooting unexpected behavior or error messages
• Locating relevant documentation, tutorials, examples, and resources

The support team can help you understand program behavior, model setup, inputs, results, and software workflows. Because the engineer of record is responsible for final design decisions and professional judgment on a project, technical support does not provide complete project model reviews or make final design decisions.

Who provides RISA technical support?

The technical support team is staffed by knowledgeable, US-based structural engineers. Team members bring a range of industry design experience and many have professional engineering licenses and advanced degrees. They are not only RISA experts, but are also highly talented structural engineers. Their combination of structural engineering experience and RISA software knowledge helps them understand the practical questions engineers encounter during real project workflows.

What are RISA technical support hours and how quickly will I hear back?

RISA’s support team is available Monday through Friday, from 6:00 AM to 5:00 PM Pacific Time excluding holidays. During business hours, the team strives to provide an initial response within 3 hours of receiving your email.

Response times can vary based on the complexity of the question and current support volume. More complex questions may require additional investigation before the team can provide a complete answer. Regardless of the question, you can feel confident we are working on your question and working to help you move forward quickly!

What should I include in a RISA support request?

Your request should include the relevant information needed for the support team to understand and investigate your question. For most requests, that means attaching your model file and briefly describing the question.

For some requests, other helpful details may include screenshots, warning messages, version numbers, or steps to reproduce the issue. The more relevant context you provide, the faster and more thoroughly our team can answer your specific question.

Does RISA technical support offer screensharing or virtual meetings?

RISA technical support does not currently offer virtual screen-sharing meetings. The team provides assistance through email and phone. This approach allows the team to efficiently support many customers while reviewing model files, screenshots, messages, and other project information in detail.

If you are looking for guided instruction beyond a specific support question, RISA offers help files, learning paths, videos, articles, and training resources.

Can RISA help with installation, licensing, and activation?

Yes. Our RISA Customer Care team can assist with common installation, licensing, activation, and software-access questions. Contact Customer Care at supportit@risa.com.

How does RISA technical support help structural engineers?

RISA support is designed around the practical needs of structural engineers. The team removes roadblocks and helps users move past software questions efficiently so they can focus on modeling, analyzing, designing, and documenting their structural systems.

Engineering support when you need it.

RISA technical support connects you with a team that understands both structural engineering workflows and RISA software. From getting started with a trial to resolving a detailed modeling question, RISA helps you spend less time troubleshooting software and more time moving your structural designs forward.

• Need help with a RISA model or software question? Email support@risa.com.
• Have installation or access questions? Email supportit@risa.com.
• Exploring RISA for your structural design workflow? Contact info@risa.com.
• Looking for more support or self-service resources? Visit RISA’s online help, tutorials, and training resources.