FAQ

What’s included in my support subscription (ALC)?

Your subscription includes the following services:

  • Unlimited investigation of software errors or bugs
  • Help with license activation or deactivation
  • Out-of-the-Box (OOTB) installation of purchased products, our experts make it as easy as 1-2-3
  • Installation for major release version (ex. SW 2024 to SW 2025)
  • Service Pack for eligible products under maintenance

Please note:

The following are not included in standard support:

  • Data management or database-related products (e.g., PDM, Electrical, SWOOD, DriveWorks)

  • IT-related issues (e.g., network connectivity, VPN, antivirus, firewalls)

  • “How-to” questions, software configuration, or advanced guidance (see Grace Calls below)

What is a Grace Call?

Grace Call is a one-time support action that we handle at no extra cost, even if your request falls outside the scope of standard technical support.

Examples include:

  • Quick configuration help

  • One-off software questions

  • Guidance that would normally fall under technical services

It’s our way of providing flexibility when you need it most.

How many Grace Calls do I get per year?

Your number of Grace Calls depends on your active subscription and the number of seats:

Number of active seats

Grace Calls per year

1 to 5 seats

1

6 to 15 seats

2

16+ seats

3

Accounts without an active subscription or using short-term rentals (3 mois) (QSC/QLC) are not eligible for Grace Calls.

Do Grace Calls renew?

Yes. Grace Calls reset annually on the anniversary of your subscription.

Why did I receive an email about a Grace Call being used?

This is part of our commitment to transparency. When a Grace Call is used, we notify the account owner so that you can track support usage and decide how to handle future requests.

How can I find out how many Grace Calls I have left?

We send an email each time you use a grace call. If you’re unsure of your current balance, simply reach out to our support team we’ll be happy to confirm it for you.

What if I’ve used all my Grace Calls?

No problem. If you need additional support, you can:

  • Purchase a block of technical service hours for more in-depth assistance

  • Choose a Pay Per Incident (PPI) intervention for quick, one-time support without delay

What is Pay Per Incident (PPI) support?

PPI is a fixed-price support option for issues that are typically resolved in under one hour. It’s ideal for one-time needs, without requiring a long-term service contract.

PPI is payable immediately and can be credited toward a block of hours if purchased within 30 days.

What’s the difference between Technical Support and Technical Services?

Technical Support helps with software errors, license issues, and basic installations included in your subscription.

Technical Services cover advanced needs such as training, configuration, performance optimization, migrations, or large-scale deployments. These are delivered through scheduled, billable service sessions.

Are some support requests billable?

Yes! To align with industry standards and ensure our team can focus on delivering high-value services, we’ve clearly defined the scope of what’s included in your support subscription.

Requests outside that scope – such as training, best practices, custom configuration, or integration with your IT infrastructure – are now handled through our paid technical services.

Need help? Contact our support team, we’ll be glad to help.

Fill out the form below to reach Solidxperts’ technical support.

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    If you encounter any issues, please fill out the fields below

    Priority options:

    CRITICAL: The software or printer is completely non-operational. No workaround is available, and/or the issue is causing a severe impact on business operations.

    HIGH: A significant function of the software or printer is not working, but operations can continue with moderate disruption to business activities.

    MEDIUM: An issue that has a minimal impact on business operations and does not require immediate resolution.

    LOW: A general inquiry where a response can wait for one or two days.

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