ArtCAM Support Policy
This Policy describes the services available to ArtCAM Insignia customers not on the ArtCAM Advantage Package (AAP), who are eligible for support (as outlined on this page), who are using licensed ArtCAM Insignia software in a supported configuration. This applies to all licensed ArtCAM Insignia software obtained via: the ArtCAM online store, direct from a Delcam sales representative or an official ArtCAM reseller. This Policy is effective as of 19th December 2011. Support agreements already in effect will remain in effect under the existing terms until renewal.
Our primary focus is to enable ArtCAM Insignia to function effectively by providing tools, resources, technical assistance and customer service.
Delcam provides support services for licensed software, limited to documented features and supported system environments, unless specifically accepted. Supported system environments will be the system requirements as detailed for ArtCAM. If the problem cannot be replicated in a supported system environment, Delcam has no obligation to attempt to resolve the problem.
Customer assistance for none ArtCAM Advantage customers may be provided via the ArtCAM forum, email or telephone.
If you are dissatisfied with the level of service provided and wish to make a complaint please call:
UK: 0044 (0) 121 766 5544
USA: 001 877 335 2261
Delcam defines a single support instance as a block of 15 minutes telephone support. (Applicable to U.S. support only)
Delcam defines a product defect as a technical aspect or functionality of a product that does not execute and deliver results as documented in the supplied product documentation. Unexpected behaviour that can be isolated to a user's specific configuration or environment does not constitute a product defect. Delcam’s ArtCAM Technical Support may provide troubleshooting suggestions for unexpected behaviour in these cases; however, Delcam is not responsible for the resolution of any such behaviour. An issue is recognized as a product defect only after it has been reproduced in steps provided by the customer and has been confirmed by a Delcam Support consultant in a supported system environment.
Delcam defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Such documentation includes: The ArtCAM Insignia What's New, In-line Help and Tutorial Packs.
Delcam defines installation as the process in which the product installation program is extracted from a CD, downloaded executable or network drive onto a single computer's hard drive, and the setup program is run to completion in accordance with the authorized installation instructions. A completed installation is determined by the successful first run of the application, which will require locating a Product Authorisation File (PAF). Standard installation does not include network installations or silent installs to a network environment.
Resolution of Issue:
Once an issue is accepted as being within the extent of ArtCAM Technical Support (as described at the top of this page), resolution of a Technical Support issue will be defined as accomplishing any one of the following:
- Providing a reasonable solution to the issue
- Providing a reasonable work-around to the issue
- Determination by Delcam that the issue is a product enhancement request and forwarding the request to Product Management for future consideration
- Escalation of the product defect by Technical Support to the ArtCAM Development department for review
ArtCAM Technical Support will make reasonable efforts to resolve the issue but cannot guarantee that every issue will be resolved.
Delcam reserves the right to change the terms and conditions of its support offering anytime, from time to time and without notice.