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      Standard Support

      Standard technical support is included in trials, all subscriptions, all rental licenses, and perpetual licenses with valid Support & Upgrades (S&U). The response time for Standard Support requests is, on average, within 24 business hours.

      IN THIS ARTICLE

      Introduction and availability
      How to open a request
      Response time
      Follow up
      If you need more

      Introduction and availability

      Standard technical support is included in trials, all subscriptions, all rental licenses, and perpetual licenses with valid Support & Upgrades (S&U). This means that users of Pix4D products can rely on our team of experts to assist them with any technical issues they may encounter during their usage.

      Technical support is provided for all Pix4D products with the exception of PIX4Dcapture (legacy). Our team is dedicated to ensuring that our customers have a seamless experience with our products and are ready to troubleshoot any issues that may arise.

      Standard technical support is provided only via the ticketing system. Phone support or direct email is not provided.

      How to open a support request

      To open a support request, please follow this procedure:

      1. Open the support page: https://www.pix4d.com/support/.
      2. Click on Get Support or open the Pixie AI assistant.
      3. Ask your technical question to the assistant. Select a product if necessary. To learn more about Pixie, please refer to the following page: Getting the most out of Pixie chatbot.
      4. If you are not happy with Pixie's answer, you can click on Get human support just after the assistant replies. If you click the thumbs-down icon, this will help us review nonsatisfactory replies.

      Note: Pixie AI assistant provides answers based on our Pix4D Documentation. Live chat with support engineers is not offered.

      Important: Technical support is provided only to customers with a trial license, an ongoing subscription or rental, or a perpetual license with valid Support and Upgrade (S&U).

      Users without a valid license can still open a support ticket if the topic is for hardware devices, email change, license transfer, device deactivation, or account deletion. Make sure to select the correct topic when filling in the form.

      Important: Once a ticket is created, you will receive a confirmation at the license email address you provided in the form. As per Pix4D General terms and conditions, it is "Your responsibility to check Your email address and to read the emails sent by Us".

      Response time

      The response time for Standard Support requests is, on average, within 24 business hours. We understand the importance of timely assistance, and our goal is to provide quick and effective solutions to our customers' technical inquiries.

      Follow up

      After you create a support request using our contact support form, you will receive a confirmation email to your license email to confirm the reception. No confirmation is sent to the email you designed as "Cc". To inquire about the status of a request, reply to the confirmation email or any other email of a specific conversation.

      If you need more

      For those looking for an even more personalized experience, a dedicated Customer Success manager can be added as an extra option. This additional level of service ensures that customers have a direct point of contact for any ongoing assistance they may need. For more information about Customer Success Manager, please contact us here.

      For faster reply times and screen-sharing sessions, please refer to Premium Support. Our Premium Support service offers expedited responses and the option for screensharing sessions, allowing for more efficient troubleshooting and problem-solving.