Technical Support
Set up a support plan or a single ticket service
3D PrintING Support Plans
Self-Help Resources
Community Support
Response Time
Hours of Availability
Support Channel
Products Covered
Support Session Duration
Validity
$79
Single support ticket
FREE
FREE
1-2 Business Days
09:00 - 17:00 CST
Video Call
Machine Diagnostics; Print file evaluation; Product training; Product Updates
Support Ticket Completion
1 Session
$289
Premium onboarding
FREE
FREE
Arrival of Product
09:00 - 17:00 CST
Video Call
Machine Diagnostics; Print file evaluation; Product training; Product Updates
2 Hours Direct Support; Install Training: Machine, Software, Maintenance
1 Session
$659
6 month general support
FREE
FREE
1-2 Business Days
09:00 - 17:00 CST
Video Call
Machine Diagnostics; Print file evaluation; Product training; Product Updates
Support Ticket Completion
6 Months
$1095
1 Year Premium Support
FREE
FREE
1-2 Business Days
09:00 - 17:00 CST
Video Call
Machine Diagnostics; Print file evaluation; Product training; Product Updates
Support Ticket Completion
1 Year
Dental Mill Support Plans
Self-Help Resources
Community Support
Response Time
Hours of Availability
Support Channel
Products Covered
Support Session Duration
Validity
$79
Single support ticket
FREE
FREE
0 Business Days
09:00 - 17:00 CST
Video Call, on-site/shipping repair
Machine Diagnostics; mill file evaluation; Product training; Product Updates
Support Ticket Completion
1 Session
$289
PREMIUM ONBOARDING
FREE
FREE
Arrival of Product
09:00 - 17:00 CST
Video Call
Machine Diagnostics; mill file evaluation; Product training; Product Updates
2 Hours Direct Support; Install Training: Machine, Software, Maintenance
3 Months
$2,489
On Site Premium install
FREE
FREE
Arrival of Product
09:00 - 17:00 CST
On Site
Machine Diagnostics; mill file evaluation; Product training; Product Updates
User install competion
1 Session
$400
3 month general support
FREE
FREE
0 Business Days
09:00 - 17:00 CST
Video Call, on-site/shipping repair
Machine Diagnostics; mill file evaluation; Product training; Product Updates
Support Ticket Completion
3 Months
Support Information
Hours of Availability – Caliber Support is available during business hours, Monday to Friday, 9 am to 5 pm CST, but we will always try to provide timely support to 3D printer users around the world. When a priority Support team member is not scheduled in advance, Premium Support requests are handled by the General Support team.
Initial Response Times – Caliber will use commercially reasonable efforts to meet the target initial response time and beat it whenever possible. The time stated here is for the worst-case scenario. Again, we always strive to make sure users are satisfied.
Support Team – The Caliber Support Team are highly trained engineers and ready to diagnose issues in your environment. Our dedicated senior support team familiarize themselves with three primary contacts from your company to learn your network and environment. Please be aware that we make thorough records on the training and support we provide.
Caliber Support Procedure
The process for planning and delivering the Caliber support sessions is as follows:
1. Gathering information – Upon receipt of payment, Caliber Support will send you a link to an online form. We respectfully ask that you complete the form to provide us with an idea of the type of training that you would most benefit from. You will also have the option to upload a print file (i.e. STL or i3DP) to the server. A team member can then start any necessary testing and prepare for the meeting.
2. Scheduling the meeting – When Caliber Support has sufficient information and a good understanding of your needs, we will then send you an email with a link to our support scheduling system. Please select from the available times and your preferred channel of communication. The scheduled meeting is added to the system. You then receive a confirmation email and an invitation to the meeting.
3. Meeting – We meet online to resolve any issues or provide training that will ensure you can use your 3-D printing products to confidently print the dental appliances and objects you need.