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SolidCAM International Support System for Resellers

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  • SolidCAM International Support System for Resellers

    Dear SolidCAM Team and Resellers,

    You can reach SolidCAM Support:

    1. By eSupport ticket system
    2. By e-mail
    3. By Skype

    eSupport ticket system

    Website: https://integratedcam.com/
    In order to get an account and be able to submit a ticket, you have to requests us by sending us an e-mail to:Ticket system rules:
    • You may ask for any subject related to SolidCAM (license, bugs, features request, post-processor availability, post-processor editing, machine simulation, training, manuals,…)
    • You may expect an answer within 48h or sooner (most of the tickets are answered within 24h)
    • In order to get a post-processor, the company name must be provided (either it is customer, potential, or for demonstration purposes)
    • Support and post-processor services can be provided to customers that are under the subscription only
    • In the case when Post-Processor doesn’t exist for the exact machine in the database, two scenarios are possible:
      • Delivering similar, closest match post-processor. The rest of the post-processor adjustments is done by a local-reseller tech person (with a help of support if necessary)
      • Developing a new one by the Support team (the solution sometimes can be expected longer than 48h, depends on machine complexity at first and other factors, like general communication, documentation availability, Gcode examples, 3D models,…)
    E-Mail

    You may write us an e-mail to any International Support Team member. It is recommended to put all members in the CC and we will organize the first available person to solve the issue.

    Always use an eSupport ticket system, in case of urgent case you may write us an e-mail, where requests will be considered with higher priority.

    Skype

    Skype is a communication application for direct or scheduled support.

    It is the most often service that we use in order to provide technical support when the tech person is located at the customer/machine site and requires immediate LIVE support.

    It is recommended to e-Mail or chat with us about getting such a LIVE support, at least 48h before going to the customer.

    Daniel Djurica
    Intl Support Manager
    Last edited by [email protected]; 02-12-2021, 03:25 PM.
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