New Technical Support Policies
New Technical Support Policies Effective July 5, 2022
To improve your KeyShot experience, we have introduced updated Technical Support Policies, effective as of July 5, 2022. These policies apply to all customers with active maintenance contracts, including customers on subscriptions.
Key changes to KeyShot Technical Support
- New online support ticketing: If you need to file a support ticket, you can do so through the KeyShot Support site, rather than by calling or sending an email. Not only will this get you the quickest response, but we’ll use data on product issues to drive further improvements.
- New support priority definitions: We’ve defined technical support priority levels: Critical, High, Medium, and Low, to help route urgent requests to the right team quickly. Please review the full priority definitions on the Technical Support Policies page and select the appropriate level when you submit a ticket.
- Chatbot and Live Chat: Active chatbot and live chat are available as of June 3, 2024. With live chat, you’ll get faster answers and, if your question isn’t resolved on the spot, we can open a ticket for you – saving you time and effort.
We’ve also better defined the hours you can expect to reach our support team, our policies regarding unsupported products, and how you can help our Support team provide you with the best experience. Please review the new Technical Support Policies so you’re familiar with all the changes.
KeyShot continues to expand its support offering; including interactive support resources, updated Knowledge Base articles, and new educational materials.