Contact
A person reads every message
There is no ticket queue. Mail goes to the engineer who builds the solver and is answered within one working day, so a well-described bug gets a specific answer.
Support
The product, your models, anything that is not behaving
[email protected]
Billing
Invoices, VAT details, plan changes, refunds
[email protected]
Privacy
Data access, export, deletion and any other GDPR request
[email protected]
Legal
Formal notices and contracts
[email protected]
Security
Vulnerability reports and security questions
[email protected]
Not sure which? Everything reaches us either way — [email protected]
Quicker
The knowledge base answers most of this
Most of what reaches the support mailbox is a sign convention, a stability problem or a plan limit, and all three are written up.
Frequently asked questions
Does it upload my model, how big can it get, which browsers — answered directly.
Troubleshooting
Solver errors and the singular stiffness matrix, which is nearly always stability.
Getting started
From an empty tab to a solved frame in about ten minutes.
Release notes
What changed, when — and whether the thing you hit was fixed last week.
Reporting a bug
Include these and the answer usually comes back with a fix or a cause rather than a question:
- What you expected, and what happened instead
- The project name, and roughly when it happened
- Your browser and version — the solver behaves differently across them
- Any message the app gave you, copied rather than described
- The smallest model that still reproduces it, if you can get there
Attaching a model is fine and often decisive — we treat it as confidential and keep it only as long as the privacy policy says. If a result disagrees with theory, say which theory: that is the most valuable message we get.
Security issue? Use [email protected] and read the disclosure terms first.
Other reasons to write
Requests, teams, teaching and press
- Feature requests
- Tell us the workflow, not just the feature: the problem behind a request is usually more useful than the solution in it.
- Teams & practices
- Rolling Elementarium out across an office, or need something specific before your IT will approve it? Say so and we will answer properly rather than send you a brochure.
- Teaching & research
- Using it with a class or in a research group is a use we want. Get in touch before term starts rather than during week one.
- Press & partnerships
- Writing about structural software, or building something adjacent to it? Write to the general address.
Who you are writing to
Elementarium is an independent engineering software product built in Prague
One engineer builds and supports Elementarium, so whoever answers your email wrote the code. The registered details are below.
- Operator
- Jan Vorisek
- Legal form
- Registered entrepreneur (OSVČ) in the Czech Republic
- Registration
- IČO: 08090441
- Address
- Hudečkova 1094/7140 00 PragueCzech Republic
- General
- [email protected]
Or try it first
Most questions answer themselves in the first ten minutes; the rest make a better email.