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

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:

1 Accounts set up via manage.techsoft3d.com give access to the forum, docs and developer

2 Contact your Dedicated Partner Development Manager

3 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 have not accessed the site before, please see Support Accounts to request access.

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.

E-Mail

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:

• 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 Tech Soft 3D Developer Zone, 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