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Reviewed pertinent sections of our documentation?
B. If you are “Reporting a bug”, you should first download the latest release from the Ceetron TechSoft 3D Developer Zone to confirm it’s still an issue. You should also ensure you are on the latest version of Windows and that your graphics drivers are up to date. If it is still an issue then some items to consider which will help ensure quick resolution of the issue includes:
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Our Support Portal allows you to upload files up to 50 MB. For files larger than that you can use our secure file sharing server. Here are the details on how to connect.
Open https://transfer.techsoft3d.com in a browser.
Register for a new account using your email address.
Review Create a File Link to learn how to generate file links to share with Tech Soft 3D Support.
Once you have generated a file link you can copy and paste it into your support ticket.
Support Processes
The following steps outline the standard process for requesting and obtaining support assistance:
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 my indicate the severity and the business impact of the issue. The severity will influence how 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 Bug or a Feature, it is given a status (In Development, Backlog, Declined, Resolved) based on its position within our development workflow.
Issue Category
Issue Type | Description |
|---|---|
Info Request | A request for information about product usage, distribution, licensing, etc. |
Bug | The issue is an apparent bug with our product and/or documentation. |
Feature Request | A request for new functionality within the product, or a limitation which Tech Soft 3D has determined can only addressed via new functionality. |
Duplicated issues are systematically declined, the older ticket will be taken into consideration.
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All our releases are available for download from Ceetron Tech Soft 3D Developer Zone