We are there promptly and live!
We offer our maintenance customers promptly our free technical support through a software support contract. Regardless of whether via the telephone service hotline or remote maintenance via the Internet, we are always there to solve any problems. With the software updates also included in the software support contract, our customers always stay up to date.
You don't have a software support contract yet? Please ask for your personal offer.
Would you like to take advantage of our technical support without a software support contract? Our support conditions below apply.
Support conditions for customers without a maintenance contract
Telefon Hotline: +49 5734 / 66990
Hotline-Zeiten: Montag - Donnerstag 09:00 – 12:30 Uhr und 14:00 – 16:30 Uhr, Freitag 09:00 – 12:30 Uhr
In emergencies, you can always reach us between 8:30 am and 5 pm and on Fridays until 2:30 pm. You can often reach us beyond these times, but we cannot guarantee this. Should you nevertheless end up on an answering machine, please leave a message so that we can get back to you as soon as possible. For non-emergency service requests, please use the above hotline times.
Basic support free of charge
Duration: 30 days
Start: With your first support contact or installation by a CAD Line technician. However, no later than 5 months after delivery of the products.
Excluded from free basic support:
- Requests outside the hotline hours listed above
- Hardware errors and general computer errors
- Third-party products, e.g. AutoCAD, Virtual Digitizing, Rhino, etc.
- Virus problems on the customer's computer
- Driver problems or similar
- Repeated installation (also within the free basic support)
The points system
We charge for support according to points. For each support during the hotline time listed above, one point will be deducted from the points account or charged for each 15 minutes of support or part thereof. For urgent telephone enquiries or urgent enquiries by fax or e-mail outside the hotline time listed above, an additional point will be debited or charged. Enquiries by fax or e-mail will be processed within the hotline time listed above and one point will be debited or charged for each 15 minutes of processing time or part thereof.
Service points are non-transferable and may not be resold. The points account is limited to the licensee. If the licensee is a company, the points may also be claimed by different employees of the licensee.
The duration of a service case is not limited to the duration of the enquiry or telephone call. Researching, restoring configurations and viewing data backups, as well as the actual problem analysis and compiling, documenting and backing up data also count towards your support time.
In general, only the current products of CAD Line GmbH are supported. Outdated versions are only supported without guarantee if statements from the current version can be transferred to the "outdated" version. In such cases we will offer you an appropriate update.
You confirm your agreement with the support system listed. You order the desired number of service points, or you choose single price billing. And you can already benefit from the support!
Prices and discounts
Service flat rate: 80,00 € plus calculation of service points (per 15min. 1 point).
1 point = unit price* EUR 40.00
5 points = unit price* EUR 38
*All prices are exclusive of VAT. Payable without deduction within 8 days.
Important to know:
Due to their complexity, some questions cannot be clarified over the phone but only in writing. In some cases you will have to send us the files in question packed by mail or similar. This includes questions about post-processors, drawings, macros and others. You may be asked to do this by the relevant support staff member.
Our support can only include assistance, but not the actual implementation, realisation or project solution. With our products, this falls into the area of customisation and is a separate service which we are happy to provide for you ourselves or which is provided by one of our partners.
Depending on the complexity, support for modified macros or macros created by you is also not covered by our free basic support, but will be charged to you as a customisation. However, our support staff will clarify this with you at the beginning of your support request so that you always know where you stand and what options are available.
Changes and errors excepted.