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      • Design & Develop

        icon dark creative studio small
        Fashion Studio
        PDdark
        CS AutomART DESIGN dark

        eCommerce & Customization

        APOGY
        CS Bespoke EDITOR dark

        Plan & Process

        Nest Expert
        AutomART Nest
        Cut Planner

        Manufacture

        Cut Collect
        VisionCUT

        See All Gemini Products  

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FROM INSTALLATION TO CONTINUOUS
SUPPORT SERVICES.
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 SupportPremium Support
Malfunctions (errors) of the softwareYesYes
Advice using certain function(s)NoYes
Compatibility issues with third‑party softwareNoYes
Licensing, activation and billing problemsYesYes
Problems using MyCAD platform and related applicationsYesYes
Service languageEnglish and local language where availableEnglish and local language where available
Response time for Critical Severity issues24h24h
Resolution time for Critical Severity issues4 - 5 working days1 - 2 working days
Response time for High Severity issues2 - 3 working days24h
Resolution time for High Severity issues10 - 14 working days2 - 3 working days
AvailabilityDuring Warranty, Update and License SubscriptionsBy purchasing a subscription
PriceIncluded in Warranty, Update or License Subscriptions12% of the value of your active licenses, per year
Minimum subscription periodNot applicable1 year
PaymentNot applicableMonthly or annual payments
Check if you are coveredGet Premium Support

How does it work?

Login to MyCAD Platform and select Service Desk.

Choose the type of incident that you wish to report.

 

Fill in the form and let us do the rest.

 
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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.

Get Premium Support

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.

What happens if my Software Update Subscription expires or is canceled while I still have a valid Premium Support Services Subscription?

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.

What are the accepted payment methods?

For your convenience, we accept Visa and Mastercard.

How secure are my payments?

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/

What happens if my payment fails?

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.

Can I cancel my subscription to Support Services?

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. 

Get Premium Support

Still have questions?

Feel free to get in touch. We are only an e-mail away!

 


Despite how good the technology is, the real value is added by the human touch. Gemini CAD Systems keeps the balance by putting the same effort into building a powerful team as it does in developing its products.

Contact info

Tudor Vianu 2A street, Iași 700490, Romania

+40 232 237 546

info@geminicad.com
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2021
Gemini CAD Systems SA – a LECTRA company
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