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Technical Support Service Agreement (ASST)

The Technical Support Service Agreement (TSSA) describes the minimum guaranteed service levels provided to Mr.CAD® users.

Important : The machine-translated version of this document into a language other than English may contain errors in the translation, therefore, only the English version of this document is official. In case of discrepancies, please use a professional translator.

 

1. GENERAL REGULATIONS

1.1 InGeomatics provides online support (for a limited time) to Mr.CAD Professional (Version 10) and Mr.CAD 360 license owners . Previous versions of these products must be upgraded to receive technical support.

1.2 Technical support and updates are not free of charge. They are included for a period of 365 days from the date of purchase without additional charges. After this period has expired, the customer can renew the service by purchasing a new maintenance plan. See section 3.2
1.3 Before directing your question to technical support, you should study all reference information available in the product documentation and online FAQs.
1.4 Technical Support cannot resolve issues related to the maintenance of a third-party company and its software products. Nor can issues with AutoCAD® or IntelliCAD® CMS licenses be resolved.
1.5 Support requests are processed on a first-come, first-served basis. InGeomatics reserves the right to assign a different priority level for each support request. Support requests will be made only by the license holder. In the case of a company, by the person in charge.
1.6 The problem resolution period depends on the complexity of the problem, and the potential need to address the request by the development department.

  • Problems that cannot be solved in the context of the current software version are forwarded to the InGeomatics development department, which means that the correction will be included in a future update. In such a case, the technical support service cannot guarantee a fixed period of problem resolution.

1.7 The response time depends on the current workload of the technical support service. It usually takes less time than stated in the regulations. In most cases, a problem is solved immediately after receiving a request or additional information from a customer. The maximum response time is 48 hours on business days.

  • Users with valid technical support. These are users who own at least one license of the current version of our software with an active membership and technical support plan.

  • Support for non-users : This level of support is assigned to users of demo versions. The maximum response time is 72 hours on business days.

 

2. TECHNICAL SUPPORT PROCEDURE

2.1 The technical support request must be submitted by the license owner and can be created in any of the following ways:

  • using the Bug Report form on this site.

  • by sending an email through the contact page with detailed information about the problem and/or error message.

2.2 Assistance will normally be available from 9:00 AM to 4:30 PM UTC-4, Tuesday through Friday . Requests can be submitted online or by email 24 hours a day.
2.3 The technical support request must include:

  • Registered user information.

  • The name of the software and the version number.

  • The description of the problem, and the step-by-step procedure to reproduce the error (if possible).

  • When submitting a support request via email, you can include screenshots and other images that may help identify and resolve the issue.

Technical support staff may request additional information, such as log or configuration reports.

2.4 The following reasons may delay or stop the consultancy:

  • An issue cannot be reproduced using a similar hardware configuration.

  • The user is unable to provide sufficient information necessary to resolve the issue.

  • The problem requires custom enhancements or unplanned upgrade.

  • A user performs actions that violate the End User License Agreement (EULA) or technical requirements for installing and using our products; exceeds the permitted number of software installations; is not the owner of the license, etc.

  • Use of unlicensed copies of Mr.CAD .

  • The issue is beyond the scope of the technical support service.

  • The question is incorrect, or the client's answers are inadequate, resulting in delays in the consultation because additional information about the request is delayed.

  • Your membership and/or support plan has expired .

2.5 The following issues are outside the scope of technical support:

  • We do not consult on general principles of engineering or architecture, or AutoCAD® or IntelliCAD®.

  • We do not implement custom user-defined logic and algorithms.

  • We do not diagnose user hardware components.

  • We do not develop custom components.

  • We do not manufacture custom versions of program components.

  • We never modify existing code to adapt it for specific tasks, unless such modifications are in some way related to essential bug fixes.

 

3. TECHNICAL SUPPORT PLANS

3.1 Technical support plans are divided into two categories:

BASIC PLAN:

This plan includes:

  • Automatic updates.

  • Access to the Knowledge Forum.

  • Access to training videos.

  • Technical support via email.

PROFESSIONAL PLAN:

This plan includes:

  • Everything included in the basic plan, plus all of the following:

  • Lost Activation Recovery. Limited to one (1) event. See section 3.6 for details.

  • Telephone assistance, limited to five (5) events

  • Remote assistance, limited to five (5) events

THE PLANS:

Each Mr.CAD Professional license initially includes (at no additional cost) a professional technical support plan.

3.2 Duration: Each technical support plan lasts for a limited period of one (1) year from the date of order . When the technical support plan expires (and while this service is available) it can be renewed for an additional fee through this website.
3.3 The user may continue to use their Mr.CAD license after the end of the technical support plan, as long as their PC and/or operating system support it, or if any event occurs that causes it to be deactivated. However, they will no longer be entitled to the benefits offered by the expired technical support plan.

3.4 Users will be notified of new updates and corrections by email or this website.

  • By default, each user is subscribed to the Mr.CAD newsletter. Users can unsubscribe at any time.

3.5 Updates: Only the latest build of Mr.CAD is used for the current version.

  • Users should always make a backup copy of the Mr.CAD product, as InGeomatics cannot provide older versions of the product upon request.

  • New builds are not always fully compatible with previous versions. This is why all changes are listed in the appropriate document, and it is recommended that you review them closely before installing and using the latest build.

3.6 In case of total loss of the computer as a result of theft, fire, or any other similar incident (such as if it has been damaged in a way that makes activation rescue impossible), a replacement license will be issued (1) if the lost license is registered, and is an updated version to the most recent one, and (2) an official document describing the incident is provided. For example: an official police report, or a certified report from a computer repair company, and (3) if the lost license was subscribed and active on the Professional support plan ( not the Basic plan ). Limit : This concession can be applied only once. For subsequent events, the purchase of additional activations will be required.

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InGeomatics reserves the right to modify, add, or delete any term or condition of this ASST without prior notice or liability. Any changes to this ASST will become effective immediately upon posting of such changes on the InGeomatics website.
By: Miguel A. Ramírez Aguilar - InGeomatics IS
All Rights Reserved
Updated July 24, 2025.

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