Our technical support will address all your queries about how to install, use and set up our products.
We have experienced staff who master all the subtleties of the products to offer the best support.
Our technical support team is at your disposal Monday to Friday from 9 am to 5 pm (Paris time) by email or telephone.
Internet assistance module
R4D CADCAM is supplied with an Internet assistance module (free of charge) so that our technicians can guide you remotely and answer all your questions.
The assistance session is very simple – no installation is required and you only need to start the program directly from Internet. When a customer calls, our technical assistance team can see the problem on the customer’s monitor directly and solve it speedily without long explanations or misunderstandings.
If needed, our staff can be rapidly called out to your site to troubleshoot or replace your equipment.
Other sources of help
All our products are supplied with printed literature (operating manuals, training manuals etc.) and we also provide online assistance in a personal customer space where you could, among other things, view technical FAQs and perfect your knowledge with self-training modules.
We also provide online assistance in a personal client zone
where, among other things, you can consult a frequently asked technical question and train yourself with our self-training modules.
Interview with Anousack Khounlavong, Development & Maintenance manager
Anousack Khounlavong is Development & Maintenance manager at Rodin4D for 3 years now. We ask him our questions about how the technical support works on a daily basis.
Webmaster Rodin4D: Hello and thank you for giving us this interview. Could you tell us more about the resources that have been put in place by Rodin4D to provide technical support?
Anousack Khounlavong: We have to be able to solve most problems speedily. That is why the best way to reach me is by telephone. Generally, we use the Netviewer remote maintenance software, which can be started directly from the R4D CADCAM software or the milling machine software to take control of the PC and solve the problem.
Is Netviewer fully secure?
Anousack Khounlavong: Netviewer connections are as secure as secure online payments. The connection takes place with the prior consent of the customer, and they can take their computer back under their control at all times.
How much time does it take to solve a problem?
Anousack Khounlavong: Computer failures and problems are generally diagnosed and solved during the call using Netviewer. If the problem is with the hardware, we try to supply the part on the same day if it is available. In the case of milling machine failures, we can take care of milling work while the machine is under repair.
In which cases do you use on-site interventions?
Anousack Khounlavong: We only plan on-site interventions when the part or machine cannot be sent to the customer for cost or delivery time reasons. If there is any urgency, we go to the site very rapidly. For instance, we were called out recently to troubleshoot a milling machine PC and we flew out and back on the same day.