Support channels
WhatsApp +62 852-1234-3631Fastest route during office hours — opens with your question already attached- Email — support@minexcoal.com. The primary route. Creates a written record, which matters when the same question comes back in six months.
- WhatsApp — +62 852-1234-3631, Mon–Fri 08.00–17.00 WIB. Best for a live problem where a screen share will resolve it faster than a description.
- Screen share — arranged by email, usually same day for an active engagement.
- On site — by arrangement. See Office for what we need before a site visit.
We do not run a ticket portal. For a practice of our size it adds a login between you and an answer without making the answer arrive sooner.
Severity & response targets
Targets are for first substantive response, not resolution — a real answer from someone who has looked at the problem, not an acknowledgement.
| Severity | Example | Response target |
|---|---|---|
| 1 — Critical | A script we supplied has corrupted production data, or month-end reporting is blocked with a deadline today | 2 business hours |
| 2 — High | A model will not build, a schedule will not run, or a reserve figure will not reconcile, with a deadline this week | 4 business hours |
| 3 — Normal | A workflow question, an unexpected result, a request to adjust a delivered script | 1 business day |
| 4 — Low | A how-to question, a documentation clarification, planning a future change | 3 business days |
Set the severity yourself when you write — you know your deadline better than we do. We will tell you if we disagree, and why, rather than silently reclassifying it.
What support covers
| Included | Chargeable |
|---|---|
| Correcting a delivered script that does not behave as documented, within the warranty period in the EULA | Adding features to a delivered script, or adapting it to a new database or seam structure |
| Answering questions about work we delivered | Training on a discipline outside the engagement scope |
| Advising which vendor support channel a product defect belongs to | Rebuilding a model after a change on your side |
| Guidance on licence position and renewal timing | Compatibility work for a new Minex version |
A retained support arrangement covers the chargeable column up to an agreed monthly allowance. Without one, chargeable work is quoted before it starts — never invoiced as a surprise.
Vendor support vs ours
If the problem is a defect in GEOVIA Minex itself, it belongs to Dassault Systèmes under your maintenance and support agreement. We cannot log, escalate or resolve a vendor case on your behalf unless you have separately appointed us to do so in writing.
What we can do, and routinely do: work out whether the problem is the product, the data or the workflow — which is usually the slowest part — then hand you a clean reproduction case and the wording to log it with. That saves the two or three rounds of clarification a vendor case normally starts with.
How to report a problem well
The difference between a two-hour resolution and a two-day one is almost always in the first message. Include:
- What you expected and what happened instead.
- The exact error text, or the log file, rather than a paraphrase.
- Minex version and whether anything changed recently — upgrade, new database, new machine.
- Which project and dataset, so we look at the right one.
- Whether it is reproducible, and the steps if so.
- Your deadline, honestly stated.
Do not attach production data to the first email. Describe it, and we will give you a secure route if we need the file — see Data Protection & Compliance.
Escalation path
| Step | Contact | When |
|---|---|---|
| 1. Assigned consultant | Direct, or support@minexcoal.com | First point for everything |
| 2. Engagement lead | The engagement lead named in your proposal | No substantive response within the target, or you disagree with the approach |
| 3. Director | escalation@minexcoal.com | Unresolved after step 2, or a commercial dispute |
Escalating is not a complaint and we do not treat it as one. If a target was missed we will say so plainly and tell you what we are doing about it.
Legal notices
Formal notices under our Terms & Conditions or EULA — termination, breach, dispute — must be sent in writing to:
PT Acala Genesa Sumberdaya
South Quarter Tower A, 18th Floor, Unit G&F, Jl. R.A. Kartini Kav 8, Cilandak Barat, Jakarta Selatan 12430, Indonesia
Attention: PT Acala Genesa Sumberdaya
Copy by email to legal@minexcoal.com
Notice by email alone is effective only where the relevant agreement says so. A notice sent to a consultant’s personal address is not served on us.
Trademark & copyright complaints
If you own rights in material published on this site — an image, a screenshot, a quotation, a trademark — and object to how it is used, write to legal@minexcoal.com with:
- The exact page URL and a description of the material.
- The right you hold and the basis for it.
- What you would like us to do — remove it, change the attribution, or something else.
- Your contact details.
We aim to acknowledge within 2 business days and to act within 5 business days. Where the complaint is straightforward we will simply remove the material while we look at it, rather than argue first.
Security & vulnerability reports
Found a weakness in this website or in something we supplied? Tell us at security@minexcoal.com. We will acknowledge within 2 business days and keep you updated until it is closed.
- Please give us reasonable time to fix it before disclosing publicly.
- Do not access, modify or exfiltrate data that is not yours while demonstrating a finding.
- We will not pursue legal action against anyone who reports in good faith and within these bounds.
We do not operate a paid bug bounty. We do credit reporters who want to be credited.
Data protection requests
To access, correct, delete or port personal data, or to object to processing, write to privacy@minexcoal.com. Details of the rights and our response times are in the Privacy Policy; our organisational controls are in Data Protection & Compliance.
Governing language
This page is published in Indonesian and English. Both versions are intended to carry the same meaning.
Where the two versions differ, the Indonesian version governs and is the binding text. The Indonesian version is at id/support.html; this English version is provided as a translation.
This follows Law No. 24 of 2009 on the Flag, Language, Emblem and Anthem, which requires agreements involving an Indonesian party to be made in Indonesian.
Full address directory
| Address | Use it for | Response target |
|---|---|---|
| hello@minexcoal.com | New enquiries and quotations | 1 business day |
| support@minexcoal.com | Issues on live engagement work | Per severity table |
| training@minexcoal.com | Course booking and rescheduling | 1 business day |
| accounts@minexcoal.com | Invoices and purchase orders | 2 business days |
| escalation@minexcoal.com | Escalation beyond the engagement lead | 1 business day |
| legal@minexcoal.com | Notices, licence questions, IP complaints | 5 business days |
| privacy@minexcoal.com | Data protection rights, DPAs, questionnaires | 30 days |
| security@minexcoal.com | Vulnerability and incident reports | 2 business days |
Every address listed here must be live and monitored before this page goes public. A published address that nobody reads is worse than one that was never offered.