IT-Support

Fast and professional support for your day-to-day work.

Springer Aktiv AG’s IT Support Terms and Conditions

Free support

The following services are provided free of charge as part of the maintenance and implementation service:

Support with the initial installation of the software.

Support with the ordering process and with using the programme during the implementation phase.

Troubleshooting of programme errors where it has been established that the cause lies outside the customer’s sphere of responsibility

Support within the system environment approved and supported by EasyCad, in accordance with the current compatibility list

Paid support

Support services are charged on a time-and-materials basis if they are caused by changes to or deviations from the approved system environment. This applies in particular to:

Changes to the hardware configuration in the customer environment

Changes to the network configuration in the customer’s network

Running programme versions or programme updates that are more than 12 months old

IT support outside the EASYCAD and 3D printing environment

Analysing and resolving issues caused by third-party software, third-party hardware or customer-specific system customisations

Restoring functionality following unauthorised changes to the operating system, drivers, security software or network infrastructure

General information / Prices

Before any chargeable support services are provided, the customer will be informed of the estimated costs, insofar as this is technically feasible and commercially reasonable. Charges will be calculated in accordance with the terms and conditions set out above, based on actual time and effort.

IT support is charged at an hourly rate of €120.00 net. Billing is per quarter of an hour or part thereof.

Waiting times and downtime resulting from a lack of support from the customer’s IT administration, or from such support not being available in good time, are subject to a charge and will be invoiced as a standard support service on a time-and-materials basis.

Our support opening hours:

Monday–Thursday: 9 am–5 pm
Friday: 9 am–3 pm

During these hours, we will deal with your enquiries and are also happy to help you arrange appointments. When you submit an enquiry, it will be forwarded to the relevant colleagues.

We will then contact you directly by telephone or email. This will enable us to deal with your enquiry efficiently and as quickly as possible.

Our usual response time is 48 hours, although delays may occur in exceptional circumstances.

Request support by email

Ab dem 15.07.2026

Für alle EASYCAD-Kunden wird ein Login zu Verfügung gestellt, mit dem Sie Zugang zu unserem neuen Ticket-System erhalten. Wir kommen dazu mit den Login-Daten auf Sie zu.

Ticket-System

Unser Ticketsystem ist unter folgender URL für Sie erreichbar:

https://springer-support.de/login

Registrierung anfordern

Frequently asked questions

Compatibility list

Free support is subject to the systems used meeting the system requirements published and approved by EasyCad. The current compatibility list specifies in particular:

Supported operating systems and their versions
released database versions
Supported hardware components and peripherals
Approved network and security configurations
Compatible versions of third-party applications and drivers
Supported 3D printers and associated software components

If systems are in operation that do not comply with the current compatibility list or for which the manufacturer’s support has expired, support services can only be provided on a time-and-materials basis. In such cases, we cannot guarantee fault rectification or functionality for configurations that have not been approved.

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