Pix4D Technical support services

Technical Support

How can we help you today?

Support site
BACKGROUND homepage 3D mesh 2

Customer Satisfaction Score

Customer satisfaction score for helpfulness
Customer satisfaction score for fast reply
Customer satisfaction score for quick resolution time

Support plans

We offer support at every level - including during your trial.

Free support
Standard support
Enterprise support
Available for
Everyone
Pix4Dmapper, Pix4Dbim, Pix4Dfields, Pix4Dengine (with valid support and during trial)
Pix4Dengine
Price
Free
Included with subscriptions
$500 per month
Knowledge Base, Community, Video Tutorials
Yes
Yes
Yes
Personal support (email ticketing system)
n/a
Yes
Yes
Guaranteed response time (based on Business Impact)
n/a
We do our best to respond within one business day
Yes
Phone support
n/a
n/a
Yes
Language
English
Chinese, English, French, German, Greek, Italian, Polish, Spanish*
English
Screensharing
n/a
n/a
Yes
Business hours
n/a
Mon-Fri 9 AM – 5 PM (CET +1)
(excluding Swiss holidays)
Mon-Fri, 9 AM – 5 PM (PTD) for customers based in North America and Australia
(excluding major US holidays)

Mon-Fri, 9 AM – 5 PM (CET +1), for customers based in Africa, Asia, Europe, South America
*Languages subject to change and team availability

" Help was really useful. Everything was explained really well, and I feel more confident in what to do. Thanks so much!"

-- Jess Houghton, Streamology

Enterprise support

Guaranteed response time related to the business impact of your request.
Business impact is evaluated when submitting a support ticket or calling us. It can be changed at any time by the Pix4D support engineers to a higher or lower level if we reasonably believe the classification is incorrect based on your description.

Business Impact

Description

Guaranteed first response time

Critical
Highly visible incident - a process or tool has stopped working and more than 50% of customers or projects are affected
2 business hours
Major
A process or tool has stopped working - a single customer or project is affected
4 business hours
Moderate
Learning how to use a tool or feature that has a significant impact on your workflow
8 business hours
Limited
Incident creating minor impairment of functionality OR product feedback
12 business hours
Get the answers you need
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