The technically complex nature of BIM work raises many issues that can push users to their limits. We therefore provide our clients with comprehensive expert support services.
Support is provided via a hotline and a web-based ticketing system (e-ticketing) and billed on an hourly basis.
Important: The support services we offer are intended for our end customers’ BIM experts (BIM managers, BIM coordinators, etc.); we do not provide direct user support. Customer inquiries are forwarded to us via the customer’s designated BIM expert, processed here, and returned to the customer. The support therefore does not include an end-user hotline for general software operation.
We recommend that our customers handle this type of support through in-house experts or, if possible, contact the respective software vendor or reseller directly.
The figure shows the planned communication chain:
The following services are included in our expert support package (listed here by priority level):
Category A
High priority (response time: 4 hours + processing time)
Functional software issues
- Support for software issues that arise, such as crashes, malfunctions, etc.
- Escalation to the software vendors’ development departments
Software Issues: Performance
- Support for performance issues
- Long loading times, sluggish 3D navigation, etc.
2D drafting and CAD skills
- DWG and DGN Import and Export
- PDF exports
Category B
Medium urgency (response time: 1 business day + processing time)
Property Development and Maintenance
- e.g., Revit families, ArchiCAD objects, etc.
- Creating new objects or modifying existing ones
BIM interfaces
- Support for using common BIM interfaces such as IFC or gbXML for importing and exporting content
Category C
Low priority (response time: 2 business days + processing time)
Template Customization
- Customization and adjustment of program defaults according to customer requirements, e.g., layer settings, drawing settings, etc.
General Inquiries
- Assistance with specific topics for the client’s BIM experts
- e.g., special project requirements, advice on process design, etc.