Q&A on Support and Client Services

BUILDING BIM TOGETHER

Q: Will you adapt products for my specific design and BIM process needs?

A: Yes, we’ll customize software for you when needed. What’s more, you can contribute to the good of the entire TOOLS4BIM Community by initiating innovations that other Autodesk® Revit® users also need.

We constantly improve products based on the wish lists of our clients. If we see that a new function created at the request of one client will also benefit other users, then we’ll do that work for free and incorporate it in a new build of the product. In other cases we develop enhancements for individual clients on a confidential basis and for a fee. Either way we always welcome client wishes.

A great way to get whatever functionality you’re missing is to become our client! Read more about our development and integration services here.

Q: Can I ask AGACAD for help not only with TOOLS4BIM applications but also for specific issues of design work, BIM implementation, or Revit® use?

A: Yes. We’re not just qualified engineers and CAD/BIM experts. We’re BIM enthusiasts! We really love every opportunity to assess new situations, to advise clients on how to resolve problems that have arisen in a specific project, how to eliminate workarounds in Revit and get more value from BIM. Do contact us, we’re glad to help.

REDUCING BIM STRESS

Q: What should I do when I need quick help to clarify something? How quickly will you respond to my questions?

A: We provide individual support for all clients. We’re available for consultation by e-mail, telephone or online meeting. If you have questions that need a quick response, write us at support@agacad.com. We strive to answer time-sensitive questions on the same working day and always within 24 hours (excluding weekends).

If the matter is especially urgent, calls us at +370 618 55671. We’re in the Eastern European Time Zone, so our working hours for U.S. and Canadian clients are 6 a.m. to 1 p.m. Eastern. In Europe we’re available from 8 a.m. to 6 p.m. CET (7 a.m. to 5 p.m. GMT).

Q: Can I request your help on any matters related to using Revit? Can you point me in the right direction?

A: Yes, we offer consultations not only on applications made by AGACAD but also regarding the use of Autodesk Revit software. Our experienced Certified Revit Professionals are at your service.

SECURING INVESTMENT RETURNS

Q: How can I ensure a good return on my investment in TOOLS4BIM applications?

A: Use the application properly and effectively. Take advantage of individual training sessions and additional consulting. Use our free E-Help learning resources, including step-by-step video tutorials, user guides, online expert tips, webinar recordings, and more.

Q: Can I quickly start working with BIM tools without investing a lot of time?

A: For the fastest start, we offer individual training sessions for new users and free demos for trial users. We’ll show you how to start and most effectively use the chosen solution or tool in your own context. Each session is led by a qualified application engineer who’s also a Certified Revit Professional with abundant BIM project experience. So besides product-specific training, they can also answer questions about specifics of a client’s project or how to wield Revit in a given situation.

Q: I have a software subscription. What’s included? Will I face any unexpected additional costs during the contract period?

A: As a licensed user, you get free technical support (installation assistance, updates and patches, resolution of any bugs or software problems, access to new and previous versions) and E-Help self-learning materials (product documentation, video tutorials, expert tips, etc.).

Beyond all this, you may still want to set aside funds for extra hours of training or consulting by our experts (€125 / hour) regarding issues specific to your projects or to have them create new Revit® families for you, for example.