Technical Support Options
All prices in US dollars.
| Current Subscribers: Current and one version back |
Non-Subscribers 1 version back: Graphite v12 Cobalt v11 Xenon v11 Argon v11 |
Legacy software, (Designer Elements) Graphite v6 - v11 Cobalt Solo v5 - v10 Cobalt Plus v5 - v10 Xenon Solo v5 - v10 Xenon Plus v5 - v10 Argon v5 - v10 |
Legacy software (Vellum) Vellum 2D Vellum 3D Vellum Solids Drawing Board Vellum Vellum Draft |
|
| Email Support | Free. Usually within 4 business hours |
$39.00 per issue. Support Voucher |
N/A | N/A |
| Telephone Support | Free. Usually within 4 business hours |
$49.00 per issue. Support Voucher |
$150.00/hour. Call to order |
$250.00/hour. Call to order |
| Resend SN, Reg Code and Download Link to Verified Owner |
Free. Usually within 4 business hours |
$39.00 per issue. Support Voucher |
$99.00 per issue. Support Voucher |
$250.00/hour. Call to order |
| Emergency Support, General IT Assistance (Hardware, Software, OS, Virtualization) or Project Consulting |
$150.00/hour when available. Call to order |
$150.00/hour when available. Call to order |
$250.00/hour when available. Call to order |
$350.00/hour when available. Call to order |
| Initial Hardware Key Programming |
Included free with optional key purchase |
Included free with optional key purchase |
N/A | N/A |
| Replacement Hardware Key Programming |
Included free with no charge key exchange |
Included free with paid key exchange |
$150.00 plus paid key exchange. Call to order |
$895.00 plus paid key exchange. Call to order |
| Reinstallation Assistance of Current Software |
Free | $39.00 per issue. Support Voucher |
$150.00/hour. Call to order |
$250.00/hour. Call to order |
| File Translation Services | Free for occasional † 1 or 2 files per month. Call for multi-file prices |
$39.00 Single File Translation Voucher Call for multi-file discount |
$39.00 Single File Translation Voucher Call for multi-file discount |
$39.00 Single File Translation Voucher Call for multi-file discount |
† Clarification: The free translation service is intended for occasional use—typically one or two files per month—for those files that cannot be translated by the customer using Ashlar-Vellum software's normal import & export tools, utilities, or other actions. It is not meant for routine file conversions that can be easily completed using your own Ashlar-Vellum software subscription. Submitting multiple files or marking such routine tasks as urgent may incur additional charges. Please contact us if you're unsure whether your request qualifies.
Purpose of the Service: The primary goals of this service are:
- To help you get the most from your software by highlighting available tools, features, and settings;
- To assist with file translations that require additional software beyond your current subscription;
- To identify any bugs or opportunities for improvement you’ve encountered;
- And to explore custom solutions that could streamline your workflow through consulting services.
Please note: If a translation request depends on third-party software that is prohibitively expensive or otherwise unavailable to us, we may either decline to perform the service or quote a custom fee.