CAD-PLAN Support

Support times

Monday to Friday from 9am to 5pm

You can reach us:

via e-mail: support@cad-plan.com

via phone: +49-69-800-818-63 (in urgent cases)

To obtain support via remote maintenance, download the “Team Viewer“, which is free of charge.

CAD-PLAN Support covers:

  • Queries on installation and configuration of AutoCAD and ATHENA
  • Queries on the administration of AutoCAD and ATHENA (no training)
  • Queries on installation of updates (Service Packs)
  • Support with application queries (no training)
  • Support with software errors
  • Reproduction and processing software errors
  • Elaboration and provision of solutions and temporary solutions for software errors

We require the following information:

Please give us as accurate information as possible for the prompt processing of your query:

  • Which steps have you carried out? Please describe as comprehensively as possible how we can reproduce the occurrence.
  • Where applicable, send us an example drawing and screen shots by way of illustration.
  • What should have happened? What has happened instead?
  • Is there an error message? What is the exact error message?
  • Which AutoCAD and ATHENA versions are in use, including the updates (Service Packs)?
  • Are other products used (e.g. LogiKal, …)?
  • Does the error occur locally or on all workstations?
  • Does the error occur in one or in all drawings?
  • Since when has the error occurred or was it OK before?

CAD-PLAN Support does not cover:

  • Application training (basic principles, administration, workshops)
  • Support for programs and drivers from third parties (e.g. anti-virus programs, graphics drivers, other applications, user programs, etc.)
  • Adaptation and setup of drawing templates and libraries
  • Administrative support for operating system problems (Windows, etc.)
  • Network administration
  • No support for hardware problems (digitizing tablets, printers, etc.)

Optional: Chargeable services

  • Application training (basic principles, administration, workshops)
  • Installation (on site and via remote maintenance)