Even though our advertised response time is 12-48 hours, we try to respond to a support request within 1-2 hours whenever possible. This depends on the number of support requests we currently have working.
SoftDraft Software Support Policy
The purchase price of a new SoftDraft Software product includes:
- Free technical support for the first 3-months from date of purchase
- Free SoftDraft Software update/upgrade for the first 3-months from date of purchase
The free technical support only applies to SoftDraft software products. All other third party software products re-sold by SoftDraft are supported by their respective software companies.
The free SoftDraft Software upgrade includes upgrades from one SoftDraft Software AutoCAD version to another. However, upgrades from one SoftDraft Software AutoCAD LT version to another are not included. All updates/upgrades are electronically downloadable. All other third party software products re-sold by SoftDraft are not included and are supported by there respective software developers.
Free Technical Support
Free technical support is defined as a single support issue with current SoftDraft Software Product. One incident may involve several interactions with Technical Support to resolve. A reasonable effort will be made to resolve the issue to the customer’s satisfaction.
How the Free Software Support Works
Support begins the day purchased and is in effect for 3-months from that date. Free Support rules are as follows:
- New Software Purchase:
The first 3-months of free support is included in the purchase. - Software Upgrade to current version:
Upgrades to current versions include the first 3-months of free support.
See each product for more specific details. This applies to SoftDraft products and not third party products we sell or represent. Those products will be supported by the original owners of the software. After the first 3-months of free support and within the first year of purchase, you may purchase the Support Subscription for another year. Or when tech support is needed you may purchase a one time Per-Incident Support case.
When Your Free Support Expires, You have Two Options:
Option 1 — Purchase a Support Subscription
Extend your support for another full year. Your subscription includes everything listed in the Support Subscription details.
Option 2 — Allow Your Support to Lapse
If you choose not to renew:
- You may continue using the last version of the software you purchased or upgraded.
- You will no longer receive:
- Technical support
- Software updates
- Bug fixes
- Activation assistance
- License keys
- Password resets
- De‑activation support
- At any time after support expires, you may:
- Upgrade to the current software release, or
- If still within the first year after purchase, buy a Support Subscription for another year of coverage.
Free Support Included With Your Purchase
- Price: Free for the first 3 months from the date of purchase
- Product Updates: Free during the first 3 months
- Product Upgrades: Free during the first 3 months
- Initial Response Time: 24–48 hours
- Hours of Operation: Monday–Thursday, 9:00 AM – 4:00 PM Central Time
After you submit a free support request, a SoftDraft Support Technician will contact you by email.