It's All About Support!




Great software products require great customer support. The AVAware support team strives to deliver personal support that is second to none.


Anyone who has ever been faced with having to implement or maintain software in an active business environment knows just how daunting a task this can be. Software complexity has grown exponentially in an effort to keep pace with the mounting expectations placed on it. Clients and management alike have come to expect concise reports and detailed information to be available at a moment's notice. Gone are the days when one could simply "get back" to someone in a few days with an answer, or send along document revisions in a "week or two". Modern software applications have created both the means and the requirement to get things done quickly.

It only makes sense that in this "get things done now" culture that modern businesses are evolving into, that the key to the success of any software application is the support structure in place behind it. It's somewhat ironic then, that in this age of instant global communications the availability of meaningful technical support has become such a rarity. Software and technology companies have led the movement to remove people form their support networks. Human interaction has given way to email and social media platforms where urgent pleas for assistance can go days or weeks awaiting a reply, only to be told more information is required. Others encourage the use of "support forums" which are essentially groups of other users flailing about trying to answer each other's questions with little or no insight from the developers.

Through all of this, AVAware has maintained a commitment to ensure the highest quality of person-to-person technical support and product training. We've done so by foregoing the increasingly popular and cost-effective support alternatives like outsourcing and email-only support in favor of our in-house team of dedicated support staff. The AVAware support structure is based upon the notion that our users simply want to speak to individuals that are able to assist them with their inquiries. There are no automated attendants, no wait queues, no support tickets and no waiting for issues to be "escalated" to the next tier of support.

By maintaining the support team in-house, the group enjoys unfettered access to the entirety of both the software and catalog development teams. Any questions or issues that cannot be immediately resolved by them, can be taken directly to the developers responsible for the software component at issue. This ease of access, ensures that questions are answered quickly and with the best possible information.

The notion of having immediate access to technical support people has become such a rarity in recent years, that the team routinely receives questions about the use software and operating systems developed by other companies. It's simply much easier to reach our people than theirs.

The effectiveness of any support group is entirely a function of the people it contains. AVAware is fortunate to have a team of dedicated professionals, all of which have a great deal of experience with our software products and the industries AVAware serves.



Nelson Avila is responsible for managing the entirely of the support infrastructure. He's been with AVAware for eighteen years and has been involved of every aspect of the company from development to support and implementation.


Stephen Caton heads up the support team, drawing upon his experience leading teams at technology companies such as IBM and Logitech. In his nearly eleven years at AVAware, Stephen has established strong relationships with many of our valued clients.




Colin Sullivan joined the support group four years ago after having spent time in the architectural industry. His responsibilities range from the support of AVAproject users to the creation of media-based support resources such as the AVAware Tip videos.



These individuals, along with many more and the development teams that support them ensure that AVAware clients continue to receive outstanding support, that is available to assist them whenever its needed.


We welcome any questions, comments or suggestions about any topic mentioned in this edition of AVAwire. Please visit our website for more information, or contact us directly at (416) 239-9099.