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What Is Support?

 

We offer free support to all customers with a valid Archicad upgrade agreement (VIP agreement and/or Subscription). Support is provided for the latest version of Archicad as well as the two previous versions.

Please note:

  • Use of this service requires that you have completed training with us on the relevant tools/topics.

  • The VIP agreement only covers Archicad and does not include support for third-party software, add-ons, or plugins such as Norkart, ArchiTerra, Twinmotion, or Solibri. ArchiFrame is covered under a separate agreement.

What Is Included in Free Support – and How Does It Work?

The support agreement includes first-line support only, and covers help with the most common and basic user issues.

Our goal is to help customers move forward as efficiently as possible and become more self-sufficient in solving challenges in Archicad.

Included support covers:

  • Assistance with specific questions related to features or tools you have been trained in by us.

  • Help with installation, licensing, and hardware/operating system requirements.

  • Troubleshooting technical issues caused by the Archicad software itself.

  • Guidance to useful resources such as our Knowledge Base, Archicad's official manuals, forums, videos, or support documents.

Support included in the agreement is provided via email or phone.

Remote desktop support (screen sharing) may be used if our support team deems it absolutely necessary to resolve a specific issue.

What Is Not Included as a Free Service?

The following services fall outside the scope of free support:

  • Remote installation or configuration of software on customer computers/servers, or setup of advanced settings required for this.

  • Step-by-step training on how to use tools or complete specific tasks (e.g., drawing complex structures, creating custom railings or objects, setting up or structuring a project).

  • Assistance with import/export of files such as DWG or IFC, including project-specific settings and validation.

  • Design, modeling, or drafting assistance.

  • Creation or updating of office-specific templates and workflows.

  • Project or file cleanup, restructuring, or conversion of older projects to newer versions.

  • Custom configuration, content setup, or adjustments in Archicad beyond what is included in a standard installation.

We have experienced specialists in various areas of BIM who can assist you with such tasks through paid consulting services. You can find an overview of the services we offer here.

Contact Us

Try our AI BIMbot, available 24/7 all year round.
Didn’t find what you were looking for? Submit a request here.
You can also call us at +47 21 55 58 20, Monday–Friday from 08:00 to 16:00.
Please note there is reduced staffing during public holidays and summer vacation periods.

If your inquiry falls outside the scope of included support, we will inform you before proceeding with the case.