Support Concept

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    • Support Concept

    General

    The support concept arranges for several modes of user support. Basis of the concept is a user training that acquaints the user fundamentally with all application issues, mainly the graphical user interface. The training also informs about all possibilities and the limits of TrainBraC.

    Software documentation, online help function and information on this website represent a permanent source of information for the user while working on the problem.

    In case some problem seems to be unsolvable the user always has the possibility to make use of a multi level user support.

    Multi-Level Support

    The support concept includes a multi-level user support in order to take into account the needs of different users.

    First Level Support

    This support level offers assistance and explanations via phone or e-mail in order to refresh knowledge of training issues and to support the user in solving less complex problems. These support activities are free of charge. However, only key-users are qualified to benefit, i.e. the users who have been trained directly by a cooperation partner and who have been designated by the licensee as the central contact person.

    Second Level Support

    With this level advanced support is offered to the user in order to enable him to solve also rather complex problems. This is a service with costs and will be contracted individually with respect to the extent and complexity of the problem to be solved.

    Online-Help

    This programm has an online-help available. The online help offers general explanations regarding calculation principles and handling of TrainBraC.

    More Information

    User Training

    As a matter of principle the training of each User is mandatory as TrainBraC must be considered as an expert system which is not self-explanatory. This training service is not free of charge and is not included in the license fee. Any User may be trained directly by the TrainBraC cooperation or, if already available in his company, by a Key-User. The Key-User status is assigned to a person, after having been trained by the TrainBraC cooperation.

    Each Key-User is granted first level support.

    This is in line with the target of the cooperation to endow a TrainBraC-User with all necessary skills in order to use the software efficiently and correctly. Thereby a good knowledge of the fundamentals of braking physics is a prerequisite for a successful training.

    Training modes

    Full training courses and upgrade training courses are offered, both in face-2-face or online mode.

    Face-to-face training is recommended for full training courses.

    Upgrade training courses only cover the changes to the current version in terms of functionality and usage compared to version 1.0.12 and usually take place in online mode using Microsoft Teams.A computer connected with two screens is absolutely necessary. The use of touch pads for navigation is not recommended.

    Training dates

    Initially, the upgrade training courses to the new version 2.x (TrainBraC NG) will take place for all customers who have already received training. These trainings will be offered at the beginning of the second half of 2026. The second step will be the full training courses, which are expected to take place in autumn.

    If you are interested, please get in touch using the contact form. We will inform you as soon as specific dates have been finalised.

    Training fees

    Mode

    Duration(days)

    		Fee per Trainee(EUR)Total minimum fee(EUR)

    Max. numberof trainees

    Full31.0005.000

    6

    Upgrade15001.700

    10

    The prices are understood plus VAT, travel expenses.

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    Requests

    If you have any questions we kindly ask you to use the contact form. This will speed up the answer to your request.

    Alternatively you may send your request directly to:

    TrainBraC@deutschebahn.com

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    Help

    Viewer Mode

    The aim of the cooperation is, that every user is able to apply the software in a useful and efficient manner. If the software is used as a Viewer (i. e. enabling users to explore a project database in read only mode) the following assistance is available:

    • online-help: the help function can be accessed via top menu item "Help"
    • sending questions via contact form

    Licensed Mode

    If the software is used as full version of TrainBraC, advanced assistance is available:

    • online-help
    • support via e-mail or phone for Key Users, as long as the contents of the request can be related to the contents of the training and no need for additional basic training has to be identified.
    • support in providing solutions for a clearly specified problem (with costs)
    • training documents with sample files
    • documentation
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