Technical Support General Terms and Conditions

Technical Support Policy

At CADCAMPilot, LLC, we are committed to providing exceptional technical support for our clients across all of our service offerings, including CAD/CAM software training, CNC post processor development, and manufacturing workflow consulting. The following is a description of our support coverage, available service offerings and options, and technical service availability.

Support Availability

Our technical support team is available Monday through Friday, from 8:00 a.m. to 5:00 p.m. Pacific Time. We strive to respond to all inquiries within 2 business hours during our normal operating hours.

Support availability may be limited or not at all available during US federally recognized holidays and/or weekends.

Support Channels

We offer support through the following channels:

Phone/Web Support
Email Support
On-Site Support (by appointment or service agreement only)

Software Technical Support Levels and Subscription Plans

CADCAPilot, LLC offers two subscription based service plans, and four levels of support based on your team or individual service needs:

Plans:

6 Month Subscription
12 Month Subscription

* Days of support coverage do not include US national holidays or weekends.

Support Levels (based on users and products needing support):

Single-User / Single-Product Support: Tailored for individual users or single product implementations.
Single-User / Multi-Product Support: Tailored for individual users requiring support over multiple product implementations.
Multi-User / Single-Product Support: Designed for teams requiring support for one software product.
Multi-User / Multi-Product Support: Designed for teams or organizations requiring support across multiple systems or services.

*Note: For Multi-User and Multi-Product offering's, pricing will be affected by the volume of users and products customer requests support for. The applicable support classification will be determined based on the nature of your purchase and any associated agreements.

Post Processor Technical Support:

Minor edits and modifications to Autodesk Fusion generic post processors are covered under our 6-Month and 12-Month Technical Support package offerings.

Post processors requiring extensive or complex modifications will be considered for charge as a separate service under our post processor development offerings.

CADCAMPilot, LLC reserves the right to determine the level of extensiveness or complexity that differentiates between a post processor modification(s) covered under our standard support plans and any requiring additional service fees for further post processor development.

Scope of Support

Our technical support covers:

Services and deliverables directly purchased through CADCAMPilot, LLC only.
Technical support delivered within the customer's subscriptions start and end dates.
Assistance with technical issues related to training, post processors, or workflow implementation on software(s) Autodesk Fusion, PowerMill, FeatureCAM, PartMaker, PowerShape.
Troubleshooting and guidance on configurations or project-specific setups

We do not provide support for:

Software licensing, registration, or renewal issues
Products or services not purchased directly through CADCAMPilot, LLC
Third-party or unsupported hardware/software

Contacting Support

To request support, contact us by filling out the Request Technical Support form on our Technical Support webpage.

When contacting support, include your name, company name, a brief description of the issue, and any relevant files or screenshots when applicable.

Limitation of Liability and Disclaimer of Warranties

CADCAMPilot, LLC is committed to providing reliable and timely technical support; however, we are not liable for delays or service interruptions caused by circumstances beyond our control. These may include, but are not limited to:

Local or regional internet, telephone, or cellular network outages
Autodesk network outages or downtime affecting cloud-connected services
Power failures
Natural disasters (such as earthquakes, floods, wildfires, or severe storms)
Pandemics, labor strikes, or civil disturbances
Other Acts of God or unforeseen events

In the event of such disruptions, CADCAMPilot, LLC will make reasonable efforts to resume support services as quickly as possible once conditions permit. Clients are encouraged to maintain appropriate backup systems and contingency plans to mitigate potential impacts.

By engaging the services of CADCAMPilot, LLC ("Company"), you expressly acknowledge and agree that service disruptions or delays may occur due to circumstances beyond the Company’s reasonable control, including but not limited to internet outages, software vendor network failures (including those of Autodesk), power interruptions, natural disasters, and other force majeure events.

To the maximum extent permitted by applicable law, CADCAMPilot, LLC, its officers, directors, employees, contractors, and affiliates shall not be liable for any direct, indirect, incidental, special, consequential, or punitive damages arising out of or relating to such disruptions, including but not limited to loss of business, revenue, profits, data, or use, or for any delay, interruption, or inability to access services, regardless of the cause, even if advised of the possibility of such damages.

This limitation of liability applies to all claims, whether arising in contract, tort (including negligence), strict liability, or otherwise, and shall remain in full force and effect notwithstanding any failure of essential purpose of any limited remedy.

Some jurisdictions, including certain provisions under California law, do not allow the exclusion or limitation of liability for consequential or incidental damages. In such cases, the Company’s liability shall be limited to the fullest extent permitted by law.

Modifications to This Policy

We reserve the right to update or modify this Policy at any time without prior notice. Continued use of our support services constitutes acceptance of any changes.