FastCAM

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Service & Support Policy

FastCAM provides 30 days free warranty support on registered products. Free Support is limited to issues relating to the installation and basic first time operation of your purchased software only. Instructional training is extra. After 30 days, support is available at our scheduled fees listed below.

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PRODUCTION SYSTEMS

FastCAM includes 30 days support on our flagship product FastCAM® (including integrated programs FastPLOT™, FastNEST®, & FastPATH™), as well as FastTRACK®, FastCOPY®, FastBEAM™, FastPIPE™ and FastFRAME®.

Support after 30 days

If you do have a technical or brief helpdesk question after the 30 days you can search the Community Forum. You can also POST a question (registration is free). In addition, you are welcome to send us an email which will be answered FOC when time permits. We are generally happy to be helpful however depending on the nature of the problem, involved or time-intensive support will be subject to fees.

Per Incident Support

For more involved support, FastCAM scheduled service fees are in line with those provided by other engineers qualified in our field. We offer a per-incident fee of US150/AU$180 (reasonably expected to be a few hours work over a definitive period) and prepayment by credit card is required. It is not a guarantee of rapid response/resolution. Support is provided by email/phone and/or interactive web-based technology. This allows our engineers to login to your PC over the internet to investigate and fix problems. FastCAM have used this technology for support and training purposes for years and it has proven to be an easy and cost-effective way to help our customers around the world. Email us to arrange support.

Urgent, On-Site Support or Customization Services

All the above prices are for standard product related technical support and exclude on-site work, IT consultancy (diagnosis of complex network/OS/computing environments), new posts, customization or special development work. Technical support is limited to standard business hours (9-5, Mon-Fri) unless by individual agreement or quotation.

Non-standard support is subject to availability and additional rates. Customers not on Service Contracts (see below) are subject to an ‘Escalation Fee’. Our SMA customers are given priority in all types of customer service & support. Our support engineers assess support and requests for software customization on a case-by-case basis and will quote any such fees for your approval. Email us to obtain a quotation.

Annual Service & Maintenance Agreement - Production Software - Per Product, Per Site

If you operate in a high production environment where the ability to keep production up and running is of the utmost importance, we recommend a support contract. This means when things go wrong, you are guaranteed of Priority Support. In a busy workshop, our 12 month Service & Support Contract is great value, priced at US$900/AU$995 for FastCAM® or FastTRACK® Software or $1,200 for FastBEAM™ and specialist programming systems. Our SMA insures priority status for all support and helpdesk enquiries and includes product updates for multiple licenses purchased at that site. As a bonus, along with unlimited technical support (phone/email/web), you receive 1 hour of customized web based product training. Email us for a formal quotation.


QUOTATION SYSTEMS

Service & Product updates for FastCAM® QE™ are factored into the monthly fee.


WEB STORE DOWNLOAD PROGRAMS

These programs have been reduced to a very low price point however we still offer 30 days email/web support to ensure the successful installation and operation of your purchased software.

The main service issue is customers forgetting to de-activate and re-activate software online through the web store before they upgrade their PC or Operating System.

This issue is documented in our Community Forum KnowledgeBase and the associated Product Playlist at our YouTube Service Channel. If you do have a technical or brief helpdesk question you can search the Community Forum. You can also POST a question (registration is free). In addition, you are welcome to send us an email which will be answered FOC when time permits. We are generally happy to be helpful however depending on the nature of the problem, involved or time-intensive support will be subject to fees.

FastCAM reserves the right to amend this policy and our fees for support services at any time.