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What is a support package?

The advantages of software support for your SOLIDWORKS investment can be the most important part of your buying decision. Very few companies or individuals who buy SOLIDWORKS do so without the support package (sometimes referred to as a subscription) that suits them best. While your support package is in place you are guaranteed an upgrade path to each and every new version of SOLIDWORKS. Most importantly a support package also includes full access to a host of resources made avialable from Cadtek including telephone support, online training videos, upgrade events and training, exclusive use of our unique Extranet add-in for SOLIDWORKS and access to our weekly webinar sessions delivered by fully certified engineers. Read on through this section to learn more about our two support packages; Platinum and Gold, or request a quotation for our support.

Weekly webinars

Each Friday one of our engineers hosts a webinar session lasting between 30 minutes and an hour that covers a topic relating to some element of the SOLIDWORKS portfolio. These sessions are graded into Beginner, Intermediate and Advanced subjects. The content can cover hints and tips type webinars through to in-depth tutorials. Each webinar is recorded and stored on the customer portal for customers to refer to time and time again.

The next webinar is in:

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To register for upcoming or to view previous webinars, please log into the Cadtek customer portal

Remote access to your computer

Our support engineers use the latest internet technology to provide real-time desktop sharing software. This technology is now used in the majority of our support calls an it allows an engineer to share your screen, take control of your keyboard and mouse whilst talking you through an answer to your questions… virtually sitting next to you and talking you through the solution.

Unique Extranet add-in

Cadtek has invested in developing a unique extranet add-in for SOLIDWORKS for exclusive use by our customers. This tool allows you to connect directly to us from within the SOLIDWORKS interface, saving you time and effort in getting support, securely accessing video tutorials and booking for events. The Extranet tool also manages uploads of your files direct to our FTP for support, including using SOLIDWORKS’ ‘pack-and-go’ functionality. Download the tool here

Cadtek secure customer portal

We have built up many resources over many years of offering our support services. Our customers are given access through their SOLIDWORKS licence key to our secure portal (portal.cadtek.com). This portal provides a wealth of content for users who are both new to any of the SOLIDWORKS tools and for experienced users who want to develop advanced skills and learn new functionality. All of our webinars are stored here as well as every video and segment we have provided from our upgrade events over the past five years. This resource is a great starting point for new starters to your business to quickly skill up and enhance their training.

Free customer major upgrade events

During October and November every year we stage a series of local upgrade days. SOLIDWORKS produces a major release of its packages every year and these events provide an insight into what to expect when you upgrade. Our engineers spend a full day giving presentations that walk you through the latest enhancements and new functionality so that you lose no time in getting the most from your upgrade. Our upgrade events include lunch and refreshments throughout the day.

Gold Support

Cadtek’s Gold support comes with a whole host of benefits – notably access to download major software releases and services packs. You also benefit from unlimited access to Cadtek’s telephone support hotline, where a number of our qualified engineers are on hand to help you with any issues you may have.

Software updates & service packs

Access to download major software releases and service packs to ensure legal right to use the software and benefit from all new enhancements and new feature introductions.

Free upgrade training

Access to download major software releases and service packs to ensure legal right to use the software and benefit from all new enhancements and new feature introductions.

Unlimited access to telephone support

Direct access to our support engineers over the telephone for help and support with technical issues and design questions. Support requests can also be made using the internet.

Remote computer support

Once given permission, our engineers are able to remotely access your machine to diagnose problems and walk through design solutions as if they were sitting next to you.

Certification exams

You have free access to testing and certification for both the Certified SOLIDWORKS Associate and Certified SOLIDWORKS Professional credentials.

Discounted onsite technical support assistance

Onsite engineer assistance is provided at a discounted rate to solve technical problems that cannot be efficiently dealt with by telephone.

Full access to the Extranet add-in

Full access to our learning and support resources direct through the SOLIDWORKS interface with our unique Extranet tool

Access to weekly webinars

We hold a customer webinar every Friday morning covering a range of topics on all of the SOLIDWORKS products. These webinars form part of the valuable learning resource our supported customers have access to.

Platinum Support

Comes with all the benefits of the Gold Support package but has even more added benefits – notably a dedicated technical account manager; an engineer is assigned directly to you, providing regular review calls and site visits. As part of a proactive approach your account manager will provide technical advice on system development and upgrade planning.

Typical uses for Account days provided under Platinum Support

Performance reviews

Using our own testing procedures we will assess the knowledge levels in the areas of SolidWorks which are relevant to your business. These results can then form the basis of an ongoing training program to ensure that you are getting the most out of the software.

Bespoke Training / Coaching

We can create bespoke training programs which can be delivered at your site or at any of Cadtek’s offices. If you require something less formal we can deliver Q & A sessions were we can investigate and advise on any issues you may be having.

Upgrades

If you prefer, we can carry out the upgrade of SolidWorks for you. We can also present an overview of the relevant new features in the new release.

Customisation

We can help to configure your system to ensure that it is tailored to your requirements. This is most relevant with PDM systems.

Macros

Sometimes we find that a custom macro can help to automate repetitive tasks or resolve issues you might have had.

Coaching / Consultancy

If you have a particularly complex task we can provide expert on-site assistance to help guide you through using our software to solve it.

Dedicated technical account management

An engineer is assigned directly to you, providing regular review calls and site visits. As part of a proactive approach we will provide technical advice on system development and upgrade planning.

Installation of updates

The technical account manager plans and performs each major update. The installation engineer will then provide a training session covering the new features.

On-site technical support assistance

Onsite engineer assistance is provided to solve technical problems that cannot be efficiently dealt with by telephone.

SOLIDWORKS software upgrades and helpdesk support

If you have any questions about the support services we provide or you would like a quotation for SOLIDWORKS support please use the forms below or call 01663 741 405

Get a Quick Quote
Please provide a few contact details and a member of the team will contact you back with 30 minutes (during normal office hours) with a no-obligation quote for SolidWorks
Request a Trial
It is possible to get trial versions of our software. To organise this please provide contact details using the form below. Note: Trial versions are not available to students.
Have a Question?
If you have a question about any of our products or services, including training and support simply provide a few details below and we will get back to you shortly.