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1.0 Contacting Support
An important part of our relationship with you is responding to your technical inquiries. These can be bug reports, feature requests or simple usage questions. Please find below details on the best ways to engage with us on these technical queries. It's generally more efficient for everyone to use our support portal but if that is proving difficult feel free to call us directly at our offices or just sending an email.
If you are on a self-guided evaluation of a Tech Soft 3D product, please submit your support questions via the Tech Soft 3D Community Forum for help. You should receive a response to your question within 3 business days. We welcome feedback in the forum from both evaluators and partners. However, the ability to request bug fixes and submit official feature requests is reserved for our commercial partners
1.1 Methods of Contact
Support Website
When you require technical assistance, we encourage you to submit the information via our Support Portal.
If you are accessing the site for the first time click on the link, Forgot Password, and you will be sent your initial password. After logging in, select the appropriate submission form to "Report a bug", "Ask a question" or "Suggest a new feature".
An ID will be associated to your request and included in the subject line of related emails, and be displayed in the following format: SDHE-xxxxx Issue Summary.
SD for Service Desk, HE for HOOPS Exchange (SDHV for HOOPS Visualize, etc.) xxxxx for the issue number.
Please include the issue ID (and maintain its original formatting) in the subject of any further correspondence on the matter. You can also use the support portal to track the status of your issues, submit test files, etc.
The support@techsoft3d.com address is a generic Tech Soft 3D Developer Support account. We encourage you to review the following and choose an alternative method to contact us which will be more efficient.
HOOPS SDK Products
We strongly encourage you to use our Support Portal to review your issues and report new ones. This helps ensure all the required information is provided which will result in quicker resolution times.
You can send email to one of the following aliases to automatically create an Info Request in the portal:
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NOTE: You must have access to the new portal and log in at least once in order to effectively use these addresses. |
HOOPS Communicator: support.hc@techsoft3d.com
HOOPS Exchange: support.he@techsoft3d.com
HOOPS Publish: support.hp@techsoft3d.com
HOOPS Visualize: support.hv@techsoft3d.com
HOOPS Luminate: support.hl@techsoft3d.com
Polygonica: support.polygonica@techsoft3d.com
HOOPS Demo Viewers
To request a License key for our Demo Viewers, submit an info request in any of the HOOPS portals as described above.
OEM Products
For support with the AutoCAD OEM or Inventor OEM development platforms please send an email to:
Paavo Rantanen: paavo@techsoft3d.com
If your support inquiry pertains to RealDWG, the AutoCAD API (ObjectARX) or the Inventor API then please login to your Autodesk Developer Network (ADN) account and log a support case there.
Alternatively you can log into the partner centre and create a case there.
3rd Party Support Accounts
For technical assistance please send an email to:
Siemens Kineo: support.kineo@techsoft3d.com
Siemens Parasolid: support.parasolid@techsoft3d.com
Tech Soft 3D Website User Access
If you have trouble accessing our Support Portal or https://developer.techsoft3d.com/, please send email to support@techsoft3d.com
Phone
You can also contact our support group via the following:
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Americas (includes U.S.A.): +1.510.883.2180
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Europe, Africa & Middle East: +33 4 72 81 68 81
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1.1 Methods of Contacting Support
There are a variety of ways to contact our Developer Support Team. See Contacting Support for details.
1.2 Required Information
Before contacting our support team some of the general guidance we provide is:
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Use the Create Issue form to log an issue in the online support system and submit any related test programs/files. At creation time, you may indicate the severity and the Business Impact of the issue. These influence the urgency with which the support team will respond. To ensure the system works well please use the highest level severity for only your most urgent issues.
Once an issue is created it's assigned to a support engineer who works on the issue until it is resolved. Resolution is defined as either arriving at a point where the issue can be closed (a question was answered, feedback was provided, etc...), or assigning the Bug or Feature to our Engineering team.
If an issue is a confirmed Bug, it is given a status (Archived, Declined, Backlog) based on our analysis and https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process.
If an issue is a Feature Request, it is given a status (Archived, Declined, Backlog) upon review by our Product Management Team.
When a decision is made to target the delivery of a Bug-fix or Feature in a specific release, the release value is set in the "Fixed Version" field (the default value is "Unscheduled".) and the status of the issue changes to Planned.
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Issue Status | Description |
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Open | A new, unassigned issue. |
Assigned | A Support Engineer is actively working on the issue. |
Needs Partner Review | The issue requires customer feedback or activity. Your response returns the status to Assigned. |
Triage | The confirmed bug will be reviewed by our engineering https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process. After triage the issue may be moved to Archived, Declined, Backlog or Assigned. |
Backlog | The confirmed bug/feature has been added to our product backlog. No specific timeline has been determined. The time frame for action is a maximum of 24 months. See https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.4-Backlog-and-Engineering-Process for details. |
Planned | The confirmed bug/feature has been reviewed by our engineering team and a release target identified resulting in a "Fix version" notification. The time frame to resolves a bug in an official release is generally 3 months. The time-frame for new feature delivery in an official release is ~6 months. |
Scheduled | The confirmed bug/feature has been assigned to an upcoming sprint. Development will generally begin within two to four weeks. |
In Development | The engineering team is actively working on the fix/implementation including development, review and testing. |
Pending Review | The Feature Request has been forwarded to Product Management. There is no timeframe for reviewing requests in this quasi-archived state. |
PO/PM Review | Product Management is actively reviewing & considering the Feature Request. |
Needs Input | Product Management requires feedback or additional information related to a Feature Request. Your response returns the status to PO/PM Review. |
Archived | The bug Bug has been confirmed and reviewed in our engineering https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.3-Triage-Process. It is currently considered a lower priority relative to other bugs and development efforts. In this state, it will not be scheduled for resolution unless it is strategically grouped with other development work. Please let us know, if your business needs change and we will reevaluate this statuswe will reevaluate this status. A Feature Request may be archived when the Product Management team chooses not to decline the request but has no current plans to address it. |
Declined | The bug/feature has been confirmed but will not be fixed/implemented. It is possible that issues with the Backlog, Planned, Scheduled and even In Development status may be Declined. See https://techsoft3d.atlassian.net/wiki/spaces/SPD/pages/2367979552/Developer+Support+Policy#2.2.3-Declined-Status for more information about this status and process. |
Closed | The issue has been handled (answered, fixed, implemented). This is the terminal status for all issues. |
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Usually you will see a Fix version like "HE 2022 SP22025.3.0" but sometimes you might see a Fix version like "2022-Q2 2025" (i.e. second quarter of 20222025).
This is a more general targeting of a time frame for resolution rather than a specific release. It’s an early assessment so the broad timeframe indicates our level of certainty. It indicates the Product Management team aims to resolve the issue in that general time frame.
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Issue Severity | Description | ||
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0- Highest Priority / Blocking Failure |
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1- Critical Failure |
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2- Major Failure |
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3- Minor Failure |
| 4- Cosmetic |
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4- Cosmetic |
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Please be judicious when using Severity 0. It should be reserved for your absolute highest priority issues. This severity level should be limited to 0-2 issues (3 at the most). The Severity level should help us understand the relative priority of your open issues (cf. https://techsoft3d.atlassian.net/l/cp/ziEi2fRQ).
If you specify Severity 0 or 1, please include a brief explanation. This helps ensure that appropriate attention is applied to your business critical issue. Also note that severity will not necessarily map to a specific priority.
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Deprecation indicates End of Support for a designated functionality (cf. Platform Support Plan for HOOPS Suiteand Ceetron SDKs)
We plan to remove this functionality in the near future (the timeline will vary in each instance, and may be undefined).
We urge partners to discontinue use of this functionality as soon as possible.
We will not fix defects related to this functionality.
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