Technical Support

You are safe in our hands

TechCare is our branded helpdesk support service, which covers all of our CAD, CAM, Data Management and BIM software solutions. TechCare telephone support can be enhanced with engineering packs to provide additional training or consultancy support as necessary. TechCare Support is for break-fix software or licensing related issues and does not cover how to or training based questions.

The TechCare Customer Helpdesk offers a guaranteed 2-hour response time, but will always endeavour to provide an immediate response to your support requests. The TechCare Helpdesk is manned by experiences software application engineers from Monday – Thursday, 9:00am – 5:00pm and Friday, 9:00am – 4:00pm (except UK Bank Holidays).

“Our customers recognise the importance of keeping their digital systems working and know that failure to do so directly affects the bottom line. TechCare takes that responsibility seriously.” – Phil Read, our MD.

We may use TeamViewer* to connect to your machine to help troubleshoot the problem. You can either run, or download this application by clicking the below buttons.

We may use TeamViewer* to connect to your machine to help troubleshoot the problem. You can either run, or download this application by clicking the below buttons.

We will ask for your TeamViewer ID and password in order to make a connection.

By requesting remote connection from Man and Machine you are agreeing to our Terms and Conditions and confirming your device is free of viruses, ransomware, malware or other security risk.

TechCare Supported Products

We support products from vendors including Autodesk, Enscape and CoolOrange. The level of support we offer depends on the product, and the skills and capability of our support team. We are always clear and honest with customers about our capability. There are three levels of support capability that we offer which are listed in the table below for your reference:

1st Line: Provides case management and remote access to a support engineer experienced in the specific application within the 2-hour SLA.

2nd Line: Provides case management and access to engineers skilled in the specific application at a time agreed with the Resource Manager.

3rd Line: Provides case management where support is escalated to the software vendor.

 
Product License Support 1st Line Support 2nd Line Support 3rd line Support
AutoCAD
AutoCAD Architecture
AutoCAD Electrical
AutoCAD for Mac
AutoCAD LT and LT for Mac
AutoCAD Map 3D
AutoCAD Mechanical
AutoCAD MEP
AutoCAD P&ID
AutoCAD Plant 3D
AutoCAD Raster Design
Autodesk 3ds Max
Autodesk Advance Steel
Autodesk Alias (All)
Autodesk Arnold
Autodesk Counstruction Cloud and Autodesk BIM 360 (All)
Autodesk CFD
Autodesk Character Generator
Autodesk Civil 3D
Autodesk Dynamo Studio
Autodesk Fabrication CADmep
Autodesk Fabrication CAMduct
Autodesk Fabrication ESTmep
Autodesk Factory Design Utilities
Autodesk FeatureCAM
Autodesk Flame
Autodesk Flare
Autodesk Forge
Autodesk FormIt Pro
Autodesk Helius
Autodesk Insight
Autodesk Infraworks
Autodesk Inventor CAM
Autodesk Inventor LT
Autodesk Inventor Professional
Autodesk Inventor Nastran
Autodesk Inventor Nesting
Autodesk Maya and Maya LT
Autodesk Moldflow (All)
Autodesk MotionBuilder
Autodesk Mudbox
Autodesk Navisworks (All)
Autodesk Point Layout
Autodesk PowerMill
Autodesk PowerShape
Autodesk ReCap (All)
Autodesk Rendering
Autodesk Revit (All)
Autodesk Robot Structural Analysis
Autodesk Sketchbook
Autodesk Smoke
Autodesk Structural Bridge Design
Autodesk Vault (All)
Autodesk Vehicle Tracking
Autodesk VRED (All)
BIM Track
CoolOrange
Enscape
Faro Scanners
Fusion 360 (CAD)
Fusion 360 CAM and Simulation
Fusion Manage
Fusion Team
HyperMill
Leica BLK360
SketchUp