Support plans
We offer support at every level - including during your trial.
Support
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
Personal support (email ticketing system)
-
Yes
Yes
Guaranteed response time (based on Business Impact)
-
We do our best to respond within one business day
Yes
Phone support
-
-
Yes
Language
-
Chinese, English, French, German, Greek, Italian, Polish, Slovenian, Spanish
English
Screensharing
-
-
Yes
Business hours
-
Mon-Fri 9 AM – 5 PM (CET +1)
(excluding Swiss holidays)
(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
(excluding major US holidays)
Mon-Fri, 9 AM – 5 PM (CET +1), for customers based in Africa, Asia, Europe, South America
Enterprise support
Guranteed response time related to the business impact of your request.
Business impact 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 visable incident - a process or tool has topped 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 imparment of functionality OR product feedback
12 business hours