connectCAD support works on a two-level system.
Level 1 Support
Lasts for one year from the date your order is confirmed. During this period we fix any software problems*, provide help and advice via email, and if necessary we will work with you online to make sure the problem is resolved. We will also consider any feature requests you send us either for immediate implementation or inclusion in the next version, depending on their complexity.
Level 2 Support
Lasts until the version you have bought is no longer for sale. Normally this is two years from the release date of your software. So for example connectCAD 2017 will go off support when connectCAD 2019 is released. During Level 2 support we will fix any "show-stopper" problems* and give you help and advice via email.
Our support website, support.connectcad.com is open to any connectCAD user. We encourage you to register and become a member of our support site. This gives you the benefit of up-to-date online manuals, hints and how-to articles. When we get a question from a user we normally publish the answer on the support site so that everyone can benefit. Very often your question will have already been asked so this is one of the fastest ways to finding an answer.
How to raise an issue
Our support website should be your starting point. If you cannot find an answer there or something does not seem clear then contact us by email as soon as you can. Please make sure that you provide enough information about the problem so that we can reproduce it here. If in doubt review the guidelines on the support site. We normally respond within one business day - often we do better. We realise that your work depends on our response and we are committed to providing you fast and effective support for connectCAD.
We support the current and previous version of connectCAD. Going further back than that is simply not cost-effective. In practice we have never had any bugs reported more than one year after release. So if you do wish to continue using an old combination of Vectorworks and connectCAD you should not have any difficulties. However, we do recommend that you upgrade as soon as you can so that we can assist you.
Level 1 support is extended as you upgrade. From 2018 upgrade is charged annually. The cost remains the same but the administration is a lot simpler. Upgrade costs are currently:
|Upgrade after 1 year from purchase||-75%|
|Upgrade after 2 years||-50%|
|Upgrade after 3 years||-25%|
|Upgrade after 4 years||full price|
Since connectCAD is embedded in Vectorworks our releases follow the annual release pattern of Vectorworks. Usually we delay a few months to ensure that any issues are settled prior to our release. Currently each version of connectCAD is designed to work with the corresponding version of Vectorworks. So for example connectCAD 2016 requires Vectorworks 2016.
The reason for this is that Vectorworks in recent years has been a very rapidly evolving product. So to give you the benefit of new Vectorworks features we have to use their latest version. Should this pace slow down we may review this policy since we realise that continually upgrading Vectorworks can be a prohibitive cost for some. In any case however, we cannot support connectCAD software running under Vectorworks versions more than three years old.
* We make every effort to provide software of the highest quality and we will work with you to try to resolve any unexpected behaviour of our software. In our experience though it is vital that we are able to reproduce the problem you are seeing in order to fix it. Problems that cannot be reproduced here may not be fixable. We ask for your understanding in this.