What to expect from us?

As there are often misunderstandings about the scope of the technical support department, here is an overview of the things we can and cannot help you with.

✅ We’re happy to help you with:

• Information and recommendations: We’re happy to help you decide! Which program is best suited to your specific situation? We know the answer. Tip: check the hardware requirements for each software package on the relevant product page.
• License issues: Can’t log in? Lost your code? Is the license linked to the wrong email address? Are you getting the “Too many devices” message? We’ll help you regain access. (Tip: check out our video on deactivating devices)
• Tips for extensions: Are you looking for a feature that isn’t included in the basic program? We know of many (free and paid) extensions that can help. Doesn’t it exist yet? Perhaps we can recommend a (plugin) developer.
• Problem analysis (Bugs vs. Settings): We’ll work with you to identify the source of the problem:
  • Is it a software bug? If so, we’ll try to reproduce the steps, report it to the manufacturer and find a temporary workaround for you. (Please note: it can sometimes take months for the manufacturer to permanently resolve a complex software bug).
  • Is it a configuration error? Good news! That often means we can resolve the issue for you immediately.
• Training - Do you have a specific question? If it’s a quick one, we’ll simply answer it. Do you have several questions, or would you like more detailed instruction? Then book a training session with us! Visit https://design8.com/en/training-services/ for prices and information about training courses.
• Drawing work - Is the task of drawing too much work? We’re happy to help with this. Visit https://design8.com/en/drawing-services/ for more information. Our specialism in drawing work is setting up 3D Collections and Material Collections in the 3D Warehouse.
• Visualisations - Rendering is a specialist job, and sometimes AI simply doesn’t do the job well enough! Let us know what you need via https://design8.com/en/visualizations/ and we’ll provide you with a competitive quote.

❌ Some things we cannot help you with:

• Software installation or local IT management: You are primarily responsible for installing the software and ensuring your system meets the system requirements. We are of course happy to look into any error messages, but sometimes the cause lies with your local network or computer. In that case, we will refer you to your own IT provider.
• Programming work: We are support staff, not programmers. We cannot modify the software’s source code. Are you looking for a custom programmer? Feel free to ask us; we have an extensive network!
• Prices and Refunds: For current prices, please refer to the product pages. For refunds, please contact your reseller. Are we your reseller? Then you can, of course, contact us! Not sure who your reseller is? Check this article: Who can I contact for SketchUp support? to find out for SketchUp. Is it regarding other software? Please feel free to contact us to ask who your reseller is.
• In the absence of mutual respect: We fully understand that software issues can be stressful. Nevertheless, we expect respectful behaviour at all times. In the event of aggression, swearing or rude behavior, we reserve the right to end the conversation.
• Long off-topic conversations: A friendly chat is of course welcome, but we also need to keep the lines open for other customers. We’d prefer to save an hour-long discussion about politics or your granddaughter who has just completed her PhD in quantum mechanics (congratulations in advance!) for a networking event (do check our agenda to see if we're organizing any!)