AEC Software provides technical support services to assist customers with the installation, configuration, and use of AEC Software products. Technical support is available through various programs designed to meet different levels of need. For details on available support programs, please visit our Support Programs page.
A support incident is defined as a single question or problem related to the use of an AEC Software product. An incident is considered resolved when the customer receives information that resolves the question, a workaround is provided, the issue is identified as a product defect and reported to the development team, or it is determined that the issue is outside the scope of technical support.
AEC Software will make its best effort to respond to support requests in a timely manner. Technical support is available during normal business hours, Monday through Friday, excluding holidays. Response times may vary depending on the volume of requests and the complexity of the issue.
Phone-based technical support calls are limited to a maximum of one (1) hour per call. If additional time is needed, a follow-up call or alternative support method may be arranged.
Technical support services are provided in English only.
Technical support is provided for the current release of AEC Software products only. Customers running older versions of the software must upgrade to the current release to receive technical support.
The following are excluded from technical support services:
Customers are responsible for maintaining regular backups of their data and ensuring the security of their systems. AEC Software is not responsible for any data loss or security breaches that occur on the customer's systems.
AEC Software does not warrant or guarantee that every technical support issue will be resolved. Support services are provided on a best-effort basis, and resolution may not be possible for all issues.
In no event shall AEC Software be liable for any indirect, incidental, special, consequential, or punitive damages arising out of or related to the provision of technical support services, even if AEC Software has been advised of the possibility of such damages.
Technical support services are valid for a period of twelve (12) months from the date of purchase or until all purchased support incidents have been used, whichever comes first.