CAD-PLAN Support
Support times
Monday to Friday from 8:30 to 12:30 am and from 1:00 pm to 5:00 pm (Friday to 4:00 pm)
You can reach us:
via e-mail: support@cad-plan.com
via phone: +49-69-800-818-63
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, ATHENA and APOLLON
- Queries on the administration of AutoCAD, ATHENA and APOLLON (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 screenshots via illustration.
- What should have happened? What has happened instead?
- Is there an error message? What is the exact error message?
- Which AutoCAD, ATHENA or APOLLON 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, libraries and output devices (printers, etc.)
- Administrative support for operating system problems (Windows, etc.)
- Network administration
- No support for hardware problems (digitizing tablets, printers, etc.)
- Autodesk Account setup
Optional: Chargeable services
- Application training (basic principles, administration, workshops)
- Installation (on site and via remote maintenance)
Support is only available for the following CAD-PLAN software products:
- AutoCAD subscription license
- AutoCAD perpetual license not more than 5 releases to current version (fee required)
- ATHENA rental license, perpetual license with maintenance contract
- ATHENA perpetual license not more than 5 releases to current version (fee required)
- APOLLON rental license, perpetual license with maintenance contract
- flixo rental license, perpetual license with maintenance contract
- flixo perpetual license not more than 1 releases to current version
- SJ-MEPLA perpetual license not more than 1 releases to current version
