Even though our advertised response time is 12-48 hours, we try to respond to a support request within 1-2 hours whenever possible. This depends on the number of support requests we currently have working.
SoftDraft Software Support Policy
The purchase price of a new SoftDraft Software product includes:
- Free technical support for the first 3-months from date of purchase
- Free SoftDraft Software update/upgrade for the first 3-months from date of purchase
- SoftDraft Software update/upgrade for the first 3-months from date of purchase
- Unlimited access 24×7 to our Public Knowledge Base
The free technical support only applies to SoftDraft software products. All other third party software products re-sold by SoftDraft are supported by their respective software companies.
The free SoftDraft Software upgrade includes upgrades from one SoftDraft Software AutoCAD version to another. However, upgrades from one SoftDraft Software AutoCAD LT version to another are not included. All updates/upgrades are electronically downloadable. All other third party software products re-sold by SoftDraft are not included and are supported by there respective software developers.
Free Technical Support
Free technical support is defined as a single support issue with current SoftDraft Software Product. One incident may involve several interactions with Technical Support to resolve. A reasonable effort will be made to resolve the issue to the customer’s satisfaction.
How the Free Software Support Works
Support begins the day purchased and is in effect for 3-months from that date. Free Support rules are as follows:
- New Software Purchase:
The first 3-months of free support is included in the purchase.
- Software Upgrade to current version:
Upgrades to current versions include the first 3-months of free support.
See each product for more specific details. This applies to SoftDraft products and not third party products we sell or represent. Those products will be supported by the original owners of the software. After the first 3-months of free support and within the first year of purchase, you may purchase the Support Subscription for another year. Or when tech support is needed you may purchase a one time Per-Incident Support case.
When Your Free Support Expires, You have Two Options:
- Purchase a Support Subscription:
– Receive another year of support as described in the Support Subscription.
- Let your Support Lapse:
– You may continue to use the last software version you purchased or upgraded.
– You will no longer be entitled to free software support, updates, bug fixes, activation, license keys, passwords, and de-activation.
– After your free support has expired you may at any time choose to upgrade to the current software release. Or after the 3-months
of free support expires and within the first year of purchase, you may purchase the Support Subscription for another year of support.
Price: Free for First 3-months from date of purchase
Hours of Operation: 9:00am – 4:00pm Central Time, Monday through Thursday
Product Updates: Free for First 3-months from the date of purchase
Product Upgrades: Free for First 3-months from the date of purchase
Initial Response Time: 24-48 Hours
After the initial request for a Free Technical Support case is received, a SoftDraft Support Technician will contact you via email.