Your subscription includes the following services:
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)
A 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.
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.
Yes. Grace Calls reset annually on the anniversary of your subscription.
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.
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.
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
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.
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.
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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Option 1: For licenses <1 year expired ( Pay 2 Years Forward Upfront )
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Option 2: For licenses >1 year expired ( Pay 3 Years Forward Upfront )
If your license has been expired for over a year, we understand the urgency to get back in the game. With this option, you can secure SOLIDWORKS CAD ALC w/Cloud Services.
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Option 1: Upgrade to 3DEXPERIENCE SOLIDWORKS
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Option 2: Upgrade to SOLIDWORKS TERM w/Cloud Services
Opt for SOLIDWORKS TERM with Cloud Services, a flexible and convenient option that combines the power of SOLIDWORKS with the benefits of cloud-based solutions. Say goodbye to traditional licensing hassles and welcome easy deployment and automatic updates for a seamless design experience.
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