Microvellum Support and Maintenance
Microvellum Support
Microvellum offers comprehensive support and maintenance benefits, ensuring clients have access to technical assistance, software updates, and training resources to optimize their software experience. When purchasing a Microvellum software subscription, you will have a full array of options to consistently assist you in resolving issues, such as:
- The creation of an unlimited number of support cases in our support portal.
- Phone, email, and remote assistance to help diagnose and troubleshoot any issues.
- Integrated video recording to help you discuss your cases with support agents.
- Connection and access to our worldwide team of certified agents to help find resolutions quickly.
- North America: 1-800-204-0913
- Australia: 1800-821-797
- New Zealand: 0800-578-290
- United Kingdom: 0800-680-0669
Support cases will be answered as soon as possible by Microvellum support at [email protected].
Software Maintenance
Your software maintenance gives you access to the tools to ensure your software remains up to date with the latest improvements and bug fixes. Clients have full freedom in which software version they utilize, though support will remain most consistent with the latest or most recent versions. Staying current with regular software updates can improve the performance and functionality of your software, enabling you to take advantage of new features and capabilities.
Library Data Maintenance
While it's important to keep your software updated, it's also a good idea to keep current with the latest advancements, improvements, and new products available within our library updates. Microvellum's Foundation Library contains a wide variety of customizable products for client usage in projects, with full control over nearly every single aspect of your design and data. Keeping up to date with the latest Foundation Library update is as easy as the click of a button using Microvellum's Library Update Utility (microvellum.com).
Our product engineering team works diligently to keep up with the demand for more products, improvements, and the latest hardware from major suppliers.
Community Forums
Microvellum's community forums provide a platform for users to share knowledge, exchange ideas, and collaborate on solutions to common challenges. Open discussions on features or thoughts, gather relevant information from veteran users of our software, or make connections with prospective employers. Our techs also actively participate in the community forums, offering expertise and guidance to help you solve problems and optimize your use of your software.
Connection Requirements
Floating Licenses (the standard type of license for Microvellum software as of 2024 and later builds) require consistent internet connection for activation and use. The software can have a session checked out and used offline for a maximum of 7 days without requiring reconnection. Software OEMs and builds dated prior to 2024 will function offline for a duration of 30 days following the initial activation. After this period, you will be required to reconnect in order to verify your software. You will receive prior notification to reconnect before the software locks, to ensure the process is unobtrusive and non-disruptive to your workflow.
Scope of Support
Microvellum offers a wide range of support to ensure you have the ability to use our software to take your business further, faster. Some services, however, are not covered by a Microvellum maintenance subscription, or rather, are specific enough to warrant a dedicated session with a Microvellum service provider, rather than a support call/case. This includes services like the setup of a new device, configuration of servers, data recovery, and other specific items:
Plan Duration/Renewal
To renew your subscription, please contact your Account Manager to discuss getting current. If you're not sure who to contact, you can find their contact information in the Help/About UI of Toolbox.
The duration of your support and maintenance plan is one year. You will receive prior notification of your renewal date, and our team will proactively contact you to ensure the ongoing validity of your plan.
Support Access
Generally, every individual in your company who holds an active Microvellum software license is eligible to access support. However, your support and maintenance subscription grants access to support benefits for internal employees only. It does not extend to subcontractors or third-party companies that you may authorize to use your license(s).
If you happen to have a considerable number of users, it is advisable to designate a leader within your team who can act as the central contact to manage your company's support cases.
IT Support
While support relating to the software or functionality of it is included in your maintenance subscription, your support and maintenance subscription does not extend to cover IT-related activities and assistance, such as the setup of a new device or issues of consistent connectivity loss in the device settings. If you require help in this area, we suggest reaching out to your Account Manager to arrange a dedicated session with a member of our service team.
SQL Server Setup
Your support subscription does not cover assistance for configuring your SQL server. If you require help in this area, we suggest reaching out to your Account Manager to arrange a dedicated session with a member of our service team.
Data Recovery
Microvellum recommends consistently backing up your data to a secondary location throughout your production process, and keeping the autosave feature enabled to ensure that data is not lost in the event of an incident. Data recovery assistance is not included in your support subscription. If you have encountered data loss with your Microvellum data and require assistance in restoring it, we recommend contacting a member of your IT team for the necessary support.
Personal Training
Your support subscription does not cover personal training from Microvellum's support team. While our support team is highly knowledgeable in all aspects of our software, if training is required, we recommend that you contact your Account Manager to arrange a dedicated session with a member of our service team for a more personalized and tailored assistance experience.
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