SoftPlan Technical Support
phone: 519-886-9750
fax: 519-886-6955
hours: 9:00 am - 5:00 pm eastern
All Technical Support Requests Must Include the
Following:
Key Number - Must include a letter followed by 5 or 6 digits from the
label of your primary key.
Current Version Number - To determine your version number in SoftPlan,
select Help and About SoftPlan.
Tips for using SoftPlan Technical
Support: (Please Read before using SoftPlan's Support Page)
-
Check your SoftPlan Manual to resolve the issue. You will be
referred to your manual by the support technician if the manual contains the answer.
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Check the FAQ (Frequently Asked Questions) to resolve the
issue. You will be referred to the FAQ if it contains the answer.
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Roof questions - are more easily answered when you fax a
drawing or sketch of the desired roof and your question to (519) 886-6955, or email the drawing,
along with a description of the problem to support@softplantech.com
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SoftList Material Definition - We ask that SoftList Material
Definition questions be submitted in writing via email or fax.
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E-mail Questions - Since each question is logged separately
into a database for future reference, we request that each email contains only one
question.
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SoftView - If you are having trouble generating an image in
SoftView, try to generate the same type of image using one of the sample drawings that is
preloaded within SoftPlan. This is helpful information for the technician.
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SoftPlan Updates - If your question relates to updates in
SoftPlan, please contact sales at sales@softplan.com
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E-mail file attachments. If you are having difficulty
attaching drawings to your email, contact your internet service provider.
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Unless you have been asked by a particular support technician
to send along information, please do not address questions, emails, or faxes, to specific
technicians. Items addressed to specific technicians may go unanswered if that technician is
unavailable.
Version 14.4.3
Patch. Having difficulty installing the newly released SoftPlan Version 14.4.3 Patch? Click here.
Windows 7. Have questions about the newly released Windows 7 and SoftPlan’s compatibility? Click here.
Windows XP SP3. Have questions about the Windows XP Service Pack 3 and SoftPlan’s compatibility? Click here.
Windows
Vista. Have questions about Windows Vista and SoftPlan’s compatibility?
Click here
SoftPlan Users, Update Your Email
Address
If you are a SoftPlan user and you are not
receiving SoftPlan related emails, you may need to submit your email address or update the email address
we have listed in our database. Please send your email information to vbarnes@softplan.com to remain
current.
It is also a good idea to add sales@softplan.com to your email address book to
avoid SoftPlan emails from being filtered out by your email service provider. Click here for instructions on how to add SoftPlan to your
address book.
Please Note: Windows® 2000 and Windows® XP require Version 10.2.1 or newer.
Policy for Retired SoftPlan Versions:
On March 1, 2008, SoftPlan released Version 14. To provide SoftPlan customers with the best
possible support services, it has become necessary to retire older versions of SoftPlan. By retiring these
products, more focus can be given towards resources and training for supporting current applications.
Ultimately, this will enable SoftPlan to provide its customers with the best possible technical support
services in the industry.
Please be aware that after April 18, 2008, SoftPlan will no longer technically support SoftPlan
Version 11 and earlier versions. Also SoftPlan Version 12 is no longer eligible for phone technical support,
only fax and email. SoftPlan will continue both telephone and email technical support for Version 13 and
14.
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