Ticket Handling Processes
We try to respond as quickly as possible at all times. Our business hours are 9 am through 5 pm Monday through Friday in the CST time zone. Most tickets receive a reply within 1 business day, but it may be up to 3 business days during high support ticket volumes. We will reply to every legitimate ticket sent to our help desk.
Multiple Tickets for the Same Request
Opening multiple tickets for the same request slows down our team and will not mean you will get a response quicker. If you want to follow up or add additional details, you must do it on the original request. Duplicate requests will be merged into the original request.
No Response after 5 Days
If it’s been 5 business days since your last reply, we will close out the ticket due to inactivity. If your ticket is closed and you still need help, you can reply to the last email for that ticket to have it re-opened or a follow-up ticket made for you. We do this to keep our ticket queue clean and not have stale tickets open. Even if a ticket is closed waiting on a return/RMA, we can still make a follow-up on it without affecting the return/RMA.
Products with Community Support
Some products will be listed as Community Support. You can still contact us if there is a defect or issue with the product to get a replacement but technical support through the TH3D helpdesk is NOT included in the product purchase. It is expected that if you are purchasing replacement/upgrade parts that you have the skills and knowledge to use them. We have multiple communities set up to ask questions about using your 3D printer and making upgrades/changes to them.
If you have a Community Support product and need one on one consulting then it is available at our hourly consulting rate of $74.99/hr to help you with the product and anything else on your printer. To get availability for your request just submit a request for a consult to our team here: Contact Us
Support Coverage Period
On products with technical support included (every product page has it listed), the technical support coverage is active for the duration of the product warranty. We will not be able to provide technical support on products that are out of warranty. Our help center has many articles for common issues that may arise and you can access these at any time. If you have a product that failed outside of warranty we sometimes will have out of warranty upgrade/replacement discounts available if you ask our support about discount availabilities.
See our Community Support Resources for out of warranty products here: Community.TH3DStudio.com