D3Splint and D3Denture now include one month of our support subscription in the purchase price! This helps us guarantee that we get our users installed, launched and off to the races. After that, the subscription is completely optional. We expect about ⅓ of our users to want an additional 6months as they get solid in their workflows, and then only a small fraction of our users to keep a support subscription long term. Our goal is to provide support at near cost so that we can focus on developing better software but at the same time achieve a good user experience for those users who do need support.
First, we want to let people know we are not out to make support and subscription services a big part of our business. We want to do as much as possible to make our products NOT need support. Here are our tips and strategies for reducing your support needs.
This is not meant to be snarky! Not only do we want you to read the user manual, but we want you to COMPLAIN if there are areas that are unclear. User manual access is guaranteed with the purchase
Basic training videos including walkthroughs of several cases are included for all products
Users often reply to well posted (screen shots, pictures, details of the scenario) questions in our user group on Facebook. https://www.facebook.com/groups/D3ToolUsers. There are also several great youtube channels and web pages showing videos and how tos. For example Baron Grutter's D3Splint Playlist
You can grab a support subscription from https://d3tool.com/product/d3tool-support-plan/ and we are happy to help by email and in our periodic live group help sessions (“office hours”).
Support is accessed in one of four ways:
Twice per month, live group help sessions will be hosted via ZOOM. Invitations will be sent via email to all active support customers with the dates and times. We will try to rotate and vary the times to give access to multiple time zones.
Tickets with screenshots can be created and updated from within the software. See this section of the user manual.