PlaceMyBricks Support Policy

Overview

Cadsoft is committed to providing responsive, reliable customer support to users of PlaceMyBricks, our Autodesk® ecosystem add-in. This Support Policy outlines the available support channels, expected response times, and general guidelines for receiving assistance.

Support Channels

1. Email Support

Users may contact Cadsoft directly via email:

📧 [email protected]

Email support is available for:

  • Installation and activation issues

  • Product functionality questions

  • Reporting bugs, crashes, or performance issues

  • Licensing inquiries

  • General product assistance

2. Live Chat Support

Real-time support is available through the LiveChat system on Cadsoft’s website:

🌐 www.cadsoft.com

LiveChat can be used for:

  • Quick questions about product use

  • Guidance through common workflows

  • Troubleshooting help

  • Escalation to email-based or engineering support when needed

Support Availability

  • Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (local Cadsoft support office time)

  • Support requests received outside business hours will be addressed on the next business day.

Response Times

  • Email: Within 1–2 business days

  • LiveChat: Real-time or within minutes during active business hours

Urgent technical issues or widespread outages are prioritized.

Information to Include in a Support Request

To assist you efficiently, please include:

  • Product version (PlaceMyBricks version number)

  • Autodesk host product and version (e.g., Revit 2024)

  • Operating system information

  • Description of the issue

  • Steps to reproduce the problem

  • Screenshots or error logs (if applicable)

Updates & Maintenance

Cadsoft may release updates to improve functionality, compatibility, and stability of PlaceMyBricks. These updates will be available through the Autodesk App Store or through Cadsoft’s website, depending on your original purchase origin.

Limitations

Support is provided only for the official, unmodified versions of PlaceMyBricks. Cadsoft is not responsible for issues caused by:

  • Third-party plugins or conflicting customizations

  • Unsupported operating environments

  • Unauthorized modifications to the software