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SoftPlan Technical Support
email: support@softplantech.com
phone: 519-886-9750
fax: 519-886-6955
hours: 9:00 am - 5:00 pm eastern
user group: click here
Dear SoftPlan:
I just wanted to let you know that I had bought R14 last year and have been struggling to wean myself
off AutoCAD (I have over a decade experience working professionally with Autodesk products and used to
teach AutoCAD at the graduate level at NCSU’s College of Design). Expecting poor tech support as is far
too common in business today -- I had not called the support line once in the past year until this past
week. I finally called out of frustration before I gave up and went back to Autodesk.
My experience with Greg was simply outstanding. He is clearly both an expert with the program and
understands the finer points of drafting, file management, and document production.
Great customer support and service are far too rare in today’s culture of off shore call centers. . I
want you to know that your business decision to budget for and provide quality technical support with
employees like Greg is why I am now as of this week now a loyal SoftPlan customer.
Thanks again and keep up the great work. |
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Jarrett Deerwester
Jarrett Deerwester Construction LLC
Southern Pines NC
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All Technical Support Requests Must Include the Following:
Key Number - includes 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:
- 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.
- Check the FAQ (Frequently Asked Questions) to
resolve the issue. You will be referred to the FAQ if it contains the answer.
- 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
- SoftList Material Definition - We ask that SoftList Material Definition questions be submitted in writing
via email or fax.
- E-mail Questions - Since each question is logged separately into a database for future reference, we
request that each email contains only one question.
- 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 pre-loaded within SoftPlan. This is helpful information for the
technician.
- SoftPlan Updates - If your question relates to updates in SoftPlan, please contact sales at sales@softplan.com
- E-mail file attachments. If you are having difficulty attaching drawings to your email, contact your
internet service provider.
- 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.
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.
Policy for Retired SoftPlan Versions:
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 January 1, 2011, SoftPlan will no longer technically support SoftPlan
Version 12 and earlier versions. Also SoftPlan Version 13 is no longer eligible for phone technical support,
only fax and email. SoftPlan will continue both telephone and email technical support for Version 14 and
SoftPlan 2012.
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