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Technical Support Service Agreement (ASST)

The Technical Support Service Agreement (ASST) outlines the guaranteed minimum service levels provided to Mr.CAD users.

important: The automatically translated version of this document into a language other than Spanish may have translation errors, therefore, only the Spanish version of this document is the official one. In case of discrepancies, use a professional translator.


1.1 InGeomatics provides online support for users of Mr.CAD Professional (Version 8) and Mr.CAD 360. Older versions of these products must be upgraded to receive technical support.
InGeomatics technical support helps to solve the problems described in this document in accordance with the established Service Agreement.
1.2 Before directing your question to technical support, you should study all the reference information available in the product documentation and online FAQs.
1.3 Technical support cannot solve problems related to the maintenance of a third party company and its software products. Also, issues with unregistered AutoCAD licenses cannot be resolved.
1.4 Technical support requests are processed on a first-come, first-served basis. InGeomatics reserves the right to assign a different priority level for each technical support request.
1.5 The problem resolution period depends on the complexity of the problem, and the potential need to attend to the request by the development department.
1.5.1 Problems that cannot be solved in the context of the current version of the software are sent to the InGeomatics development department, which means that the fix will be included in a future update. In such a case, the technical support service cannot guarantee a fixed period of resolution of problems.
1.6 The response period depends on the current workload of the technical support service. In general, it takes less time than indicated in the regulations. In most cases, a problem is resolved immediately upon receipt of a request or additional information from a customer.
1.6.1 Users with valid technical support. These are current licensed users of the current version of our software.
The maximum response time is 48 hours on business days.
1.6.2 Non-user support: This level of support is assigned to users of demo versions.
The maximum response time is 72 hours on business days.


2.1 The support request can be created in any of the following ways:

2.2 Support will normally be available from 8:30 AM to 11:30 AM UTC-4, Monday through Friday. Requests can be submitted online or by email 24 hours a day.
2.3 The request for technical support must include:

  • Registered User Information (Serial Number)

  • The name of the software and the version number.

  • The description of the problem and the step-by-step procedure to reproduce the error (if possible).

  • When submitting a support request via email, you may include screenshots and other images that may help identify and resolve the issue.

Technical support personnel may request additional information, such as configuration or log reports.

2.4 The following reasons may delay or stop the consultancy:

  • An issue cannot be reproduced using a similar hardware configuration.

  • The user cannot provide enough information necessary to solve the problem.

  • The issue requires custom enhancements or an unplanned update.

  • A user takes actions that violate the end user license agreement (EULA) or technical requirements for the installation and use of our products; exceeds the allowed number of software installations, etc.

  • Use of unlicensed copies of Mr.CAD.

  • The issue is beyond the scope of technical support.

  • The question is incorrect or the client's answers are inadequate, causing consulting delays because additional information about the request is delayed.

2.5 The following issues are outside the scope of technical support:

  • We do not consult on the general principles of engineering or architecture.

  • We do not implement custom user-defined logic and algorithms.

  • We do not diagnose user software components.

  • We do not develop custom components.

  • We do not manufacture custom versions of program components.

  • We never modify existing code to adopt them for specific tasks, unless such modifications are somehow related to essential bug fixes.


3.1 Technical support and updates include:

  • Free online and email technical support, and all program updates are for the lifetime of the purchased version. Telephone support will be available for a reasonable charge.

3.2 In case of total loss of the equipment as a result of theft, fire, or any other similar incident, the replacement license will be issued only if its registered version is the current version, and if an official document is provided (eg: report of the police) describing this incident. If your registered version is NOT the current version, an update will be required.
3.3 Each user is entitled to free online technical support for a limited period of time from the order date. The duration of this online technical support period is defined by the lifetime of the purchased version and/or the lifetime of this website.
3.4 The user can continue to use the purchased version after the end of technical support. However, you will no longer be entitled to the technical support benefits listed in section 3.1
3.4.1 Technical support and updates can be extended at any time by upgrading your license.
3.5 Users will be notified of new updates and corrections by email, or this website.
3.5.1 By default, each user is subscribed to the Mr.CAD newsletter. The user can unsubscribe at any time by email request.
3.6 A (unique) activation serial number is compiled for each user. InGeomatics does not keep backup copies of serial numbers issued to users.
3.6.1 Only the latest build is used for the current release build. Users should always make a backup copy of the Mr.CAD product, as InGeomatics will not be able to provide older versions of the product upon request.
3.6.2 New builds are not always fully backward compatible. This is why all changes are listed in the appropriate document, and which should be reviewed closely before installing and using the latest build.

InGeomatics reserves the right to modify, add, or remove any term or condition of this ASST without notice or liability. Any changes to this ASST will be effective immediately upon posting of such changes on the InGeomatics website.

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