With high priority – within even one business day – we process:

• emergency licence unlock,
• problems blocking work with the software.

Within a few business days:

• we try to solve problems blocking work with the project,
• we provide answers to general questions regarding use of the software.

Please consider that the response time may be longer in case of heavy workload, team absences, or high complexity of the problem, requiring analysis performed by other teams.

Important notice! In scope of our free support we do not handle strictly engineering / designing problems related to objects and installations designed with use of InstalSoft tools. We also do not perform edits on User’s project files extending what is necessary to demonstrate a solution, which provides guidelines on using software to how to achieve specific editing and designing effects.

InstalSoft, as a highly innovative company, aims to create a modern, complete, and highly ergonomic working environment for sanitary system designers. This comprehensive and specialized software is characterized by a very broad functional scope — including advanced graphical editing, automation, large volumes of data, complex calculations, and data exchange in CAD/BIM/other formats.

As part of the development process, each new feature undergoes internal testing. In addition, every new release or update of the software package is thoroughly tested. However, despite our efforts and continuously evolving internal quality assurance procedures, like with any software provider, certain issues may only become apparent after release and be discovered by Users. The program includes a feature for automatically reporting such issues, which are then processed by our Technical Support Team as quickly as possible.

Once an issue is confirmed, our initial response is to suggest a temporary workaround using alternative features of the program. At the same time, we plan the implementation of a fix, depending on the frequency and severity of the issue, for the next or one of the upcoming releases. In practice, the waiting time for a free update may be as short as a few weeks.

Additionally, we would like to highlight that some errors may occur only in specific hardware configurations, due to interactions with other installed software or under particular project conditions. As a result, reproducing the problem and identifying the root cause in a different environment can sometimes be a complex and time-consuming process of eliminating potential causes. In such cases, cooperation from the User experiencing the issue is usually necessary. This collaboration provides the best chance for a quick and effective fix.