FROM INSTALLATION TO CONTINUOUS
GET THE HELP YOU NEED, WHEN YOU NEED IT!
Increase your operational efficiency and uptime by keeping your product development and manufacturing running smoothly.
Support Services at-a-glance
Standard Support is provided to clients with products under Warranty as well as clients with Software Update and
Software License Subscriptions. Clients who need a more comprehensive support and faster response times
can extend their coverage by subscribing to our Premium Support.
- Standard Support
- Premium Support
|Standard Support||Premium Support|
|Malfunctions (errors) of the software||Yes||Yes|
|Advice using certain function(s)||No||Yes|
|Compatibility issues with third‑party software||No||Yes|
|Licensing, activation and billing problems||Yes||Yes|
|Problems using MyCAD platform and related applications||Yes||Yes|
|Service language||English and local language where available||English and local language where available|
|Response time for Critical Severity issues||24h||24h|
|Resolution time for Critical Severity issues||4 - 5 working days||1 - 2 working days|
|Response time for High Severity issues||2 - 3 working days||24h|
|Resolution time for High Severity issues||10 - 14 working days||2 - 3 working days|
|Availability||During Warranty, Update and License Subscriptions||By purchasing a subscription|
|Price||Included in Warranty, Update or License Subscriptions||12% of the value of your active licenses, per year|
|Minimum subscription period||Not applicable||1 year|
|Payment||Not applicable||Monthly or annual payments||Check if you are covered||Get Premium Support|
How does it work?
Login to MyCAD Platform and select Service Desk.
In order to get help, all your requests for support have to be registered on our Service Desk platform. Unlike traditional support that manages incidents by phone and email, Service Desk Platform enables us to categorize your queries according to their severity so that appropriate attention could be given to your most urgent issues within contractually committed time-frames. The platform also makes it easy to view and track the status of your current and past incidents made by all members of your organization so you never have to report the same incident twice.
FREQUENTLY ASKED QUESTIONS
How is the price of the Premium Support subscription calculated if I am not using some of my licenses?
The price of your Premium Support subscription is based on the value of your active licenses, so if you are not using or do not plan to use some of your licenses, we advise you to remove them from your USB Dongle. You can do this by “parking” your licenses into MyCAD account of your organization. If you reload your licenses back to your USB Dongle the price of your Premium Support subscription will be updated to reflect the new status. For more information or help on how to manage your licenses please contact through Service Desk.
If you subscribed to Software Update and Premium Support and your subscription to Software Update either expires or is canceled, Gemini CAD Systems will automatically also cancel your subscription to Premium Support Services. Please note that both cancellations will only cancel renewal actions and that you will be expected to honor your scheduled monthly payments until the end date of your current subscription period. Gemini CAD Systems will continue to offer support services until the end date of the current subscription period and will not issue any refunds for cancellations made prior to the contractual renewal date.
Your payment and credit card information are protected by the highest level of security which is PCI-DSS Level 1 compliant. For more information on our payment security features see: https://recurly.com/product/security-and-compliance/pci-compliance/
If the attempted payment fails, within minutes, you will receive an email alerting you of the problem. In the following days, we will attempt to process the payment again. If the issue is not resolved 10 days after the payment failure, your subscription to Premium Support will be stopped and all relevant invoices will be cancelled. You will not be able to report any incidents until you subscribe to Premium Support again with a valid payment method.
You can cancel your subscription at any time. Canceling will prevent a renewal action at the end date of the current Premium Support subscription. If you subscribed to monthly payments with a 12-month commitment, you are expected to honor the contract until its expiration. Gemini CAD Systems will continue to offer support services until the end date of the current subscription period and will not issue any refunds for cancellations made prior to contractual renewal date.