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 send an email.

Method of contact

Support Website

When you require technical assistance, we encourage you to submit the information via our Online Support Portal, located at:

https://techsoft3d.atlassian.net/servicedesk/customer/portal/18

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: SDC-xxxxx Issue Summary.
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.

E-mail

The support@ceetron.com email adresse will be kept for legacy products. We strongly encourage you to use our new Online Support Portal to review your issues and report new ones. This will help ensure all the required information is provided which will result in quicker resolution times.

Required Information

Before contacting our support team some of the general guidance we provide is:

A. If you want to “Ask a question”, have you:

• Reviewed pertinent sections of our documentation?

B. If you are “Reporting a bug”, you should first download the latest release from the Ceetron 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:

• Do any of the available samples or demonstration programs experience the same results? If yes, which program and how is it used to demonstrate the issue?

• Does the same result occur on multiple platforms?

Uploading data

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.

1. Open https://transfer.techsoft3d.com in a browser.

2. Register for a new account using your email address.

3. Review Create a File Link to learn how to generate file links to share with Tech Soft 3D Support.

4. 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:

1. 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.

2. 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.

3. 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

Duplicated issues are systematically declined, the older ticket will be taken into consideration.

Receiving New Releases

All our releases are available for download from Ceetron Developer Zone