Customer Feedback Drives Continuous Improvement Efforts

Recent customer improvement requests implemented at the online Support & Training Center

AspenTech regularly uses customer feedback to focus our improvements efforts in the areas that are most important to you. Please rate your satisfaction with our web support services, or provide us with your specific improvement suggestions by completing our Support Web Site Survey.


Improved knowledge base search page to allow searching by product version (May 2007)

We added the ability to limit your knowledge base search to only solutions applying to a certain product version.

Launched aspenONE Update Center for automatic software updates (April 2007)

You can now automatically download updates for your AspenTech software using the aspenONE Update Center. This functionality is available by going to the Patches page and then clicking the "aspenONE Update Center" button.

Get to know the Support Consultants (July 2006)

You can learn more about the people who help you with your incidents. A new Support Consultant is featured on the front page each week or two. If the Support Consultant assigned to your incident has a profile, your incident will contain a link to his/her profile.

Report capability for Voice of the Customer and Incident survey data (March 2006)

From the My Surveys page, you can now create reports for your company's Voice of the Customer and Incident survey data.

Usability improvements and new features at the online Training Center (January 2006)

We enhanced the online Training Center to help you more efficiently locate all of the available training offerings for your AspenTech products. The home page features the following improvements:
  • A new Spotlight Courses section provides links to new or recently updated courses
  • A News section provides brief headlines with links to the most recent training news items
  • A new Product Training Centers section helps you quickly find all of the available training offerings for your selected product
At the right-hand side of the page, a new Benefits of Training section provides testimony and results that validate our training offerings and help you justify the cost of AspenTech training.

New Excel reporting functionality from the Knowledge Base (October 2005)

We've added new functionality in the Knowledge Base area of our site that enables you to find all of the available solutions that fit your particular search criteria, and export the details to Excel. Follow these steps to create an Excel report:
  • Select Knowledge Base from the left-hand navigation pane
  • Select a family or product
  • If you only want solutions of a certain type (e.g. Known Issues), select that Browse Type
  • Click the Browse by Topic button
  • When the results are returned, click the Export these Solutions to Excel button

Implementation of Google searching (June 2005)

Your online Support & Training Center searches now use the power of Google! With the implementation of our improved search engine, we now offer the following choices from the Knowledge Base search page:
  • Search Words: Enter the words you would like to include in your search.
  • Search/Browse Type: Make a selection to limit your search or browse results to a particular solution type.
  • Search Solution ID: If you know the ID of the solution you want to review, enter it here.
  • Search Results: Choose to have the results displayed as a Google List or as a Table.
Once you have made the selections above, click the button indicating what you would like to do:
  • Browse By Topic - Returns a list of all solutions for the selected topic.
  • Search Solutions - Searches through all knowledge base solutions.
  • Search Documentation - Searches through product documentation.
If you use the Google List option, you can then choose to sort your results page by relevance or by date).

The Knowledge Base Report button near the bottom of the search page provides very similar functionality to the old Advanced Search page. You can use this report feature to list all solutions modified within a certain date range.

You will also see a new search box at the top of every page at the online Support Center. When you search from this search box, your result set will include items from both http://support.aspentech.com and http://www.aspentech.com.

A new search box at the top of every page at the online Training Center returns results from the Training Center only.


Previous improvement requests implemented at the online Support & Training Center.