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
Methods of Contact
Depending on where you are located in your customer journey you might need to contact different persons at Tech Soft 3D.
Here is a quick recap and some useful links:
Self Evaluator | Guided Evaluator | Existing Partner | |
|---|---|---|---|
Setup My Account | |||
Forum | |||
Documentation | |||
Phone | |||
Sales Rep | Dedicated PDM 1 | ||
Consulting Team | X | Dedicated CE 2 | |
Support Portal | X | ||
Support Team | X | ||
Support Policy | X | ||
Finance and Legal | X | X | |
Product Licensing | |||
1 Contact your Dedicated Partner Development Manager
2 Contact your Dedicated Partner Consulting Engineer
If you don’t know your PDM or CE, simply use our sales contact form instead.
If you have any doubt please contact support@techsoft3d.com.
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:
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:
Support OEM: support.oem@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:
Americas (includes U.S.A.): +1.510.883.2180
Europe, Africa & Middle East: +33 4 72 81 68 81
Asia & Australia (includes Japan and South Korea): +81-(0)45-313-2555