Terms of support

Terms of support

Baldinistudio d.o.o. BIM is your partner.

Contact us with confidence and be sure that we will do our best to help you.

1. General

The terms of support (below terms) are an integral part of the terms of service that the user accepted when ordering the software.
The terms describe the scope of support to define what is supported by Baldinistudio d.o.o. the responsibility of the user and/or third party.Baldinistudio d.o.o. is committed to help all users who have problems with possible non-functioning licenses, which are listed in the “regular support”section. Baldinistudio d.o.o does not charge for answers to technical queries that fall under the domain of “regular support”, but expects the user to comply with these conditions when opening the query. Baldinistudio d.o.o. we will use our best efforts to respond to all inquiries as soon as possible.

The user agrees that the speed of resolving the user's queries also depends on the completeness of the data provided by the user Baldinistudio d.o.o. when you open a request for support. Baldinistudio d.o.o. it limits technical support to problems related to the orderly functioning of the procured software and does not include support related to third-party applications, as well as the software environment (operating system) and hardware configuration necessary for the software to function.

For the services provided by the user to third parties, i.e. their own clients, Baldinistudio d.o.o. it is not obliged to provide support.

Baldinistudio d.o.o. technical support is available every working day, from Monday to Friday, from 9:00 to 16:00.

Baldinistudio d.o.o. provides three types of technical support, depending on the contracted program:
- Regular support
- Basic maintenance
- ServicePlus

 

In the event that troubleshooting involves downloading user files and projects, Baldinistudio d.o.o. undertakes not to share data with third parties, except in the case of the need for assistance from the software provider. All information related to the user's projects is considered a trade secret.
Baldinistudio d.o.o. do not assume responsibility in case of possible damage caused by the sharing of projects.

2. Type of technical support.

2.1 regular support

The terms of regular support describe the scope of the support activity that Baldinistudio d.o.o. it provides free to all users.
Handling licensing queries, for example:

  • Help with registration and license check-out
  • Changes in license keys and license ownership
  • Possible inability to sign in with Cloud licensing
  • Damage and malfunction of hardlocks
  • Transfer licenses from one computer to another
  • Report licensing difficulties to the software provider if they are not solvable by Baldinistudio d.o.o.
  • Free access to the LearnBIM educational portal for a period of three months
 
All users have free access to our knowledge base on the support portal (help.baldinistudio.hr) if they want to know more, or have questions that are outside the domain of licensing.
Any additional activity that does not belong to the regular, i.e. the usual activities of Baldinistudio d.o.o. the support described above is charged according to the valid price list.

2.2 basic maintenance

Basic maintenance conditions describe the scope of the support activity that Baldinistudio d.o.o. it provides all users with a signed and active maintenance agreement.
Baldinistudio d.o.o. it undertakes to respond to technical inquiries within one working day.
Basic maintenance includes handling technical queries about work in software for which a maintenance contract has been signed. Communication with the Baldinistudio support team is done exclusively by e-mail. The services we cover are as follows:

  • All services listed in regular support
  • All available software upgrades within the agreed maintenance period are free of charge to the user.
  • Solving technical queries related to the use of software functions
  • Downloading user files and possible troubleshooting
  • Troubleshooting difficulties in working on projects within the scope of software capabilities
  • Reporting software difficulties to a software provider that are not solvable by Baldinistudio d.o.o.
  • Email support responds to inquiries within one business day. Help with license sign-on and sign-off
  • Free access to the LearnBIM educational portal for a period of three months
 
Any additional activity that does not belong to the regular, i.e. the usual activities of Baldinistudio d.o.o. the support described above is charged according to the valid price list. Examples of activities outside of basic maintenance include: setting up initial settings and installing software, creating special (custom) settings for components, descriptions, office standards, etc. education of users about the use of programs and functions.

2.3 ServicePlus

The terms of service+ maintenance describe the scope of the support activity that Baldinistudio d.o.o. it provides all users who have a signed and active maintenance agreement that includes ServicePlus service.
Baldinistudio d.o.o. it undertakes to respond to technical inquiries within one working day.
Baldinistudio d.o.o. it is committed to prioritize ServicePlus users in such a way that the enquiry is handled with the highest degree of urgency.
We enable solving technical queries about work in the software via e-mail, phone and online by connecting to the user's computer.
The services we cover are as follows:

  • All services listed in regular support and basic maintenance
  • Telephone, e-mail and TeamViewer support within one business day of receiving the inquiry with the highest priority
  • A total of 3 hours of free consultation with Baldinistudio d support.o.o. monthly
  • Access to the learning portal. 
 

The user is obliged to provide means for online communication that include microphone and speakers, or headphones with a microphone. Baldinistudio d.o.o. he uses TeamViewer and Zoho Assist applications for online communication and solving queries and the User undertakes to use them (if he wants us to connect to his computer).

Any additional activity that does not belong to the regular, i.e. the usual activities of Baldinistudio d.o.o. the support described above is charged according to the valid price list. Examples of activities that Service+ does not support include: setting up initial settings and installing software, creating special (custom) component settings, descriptions, office standards, etc. education of users about the use of programs and functions.

Baldinistudio d.o.o. it does everything to eliminate the difficulties of the user. At the same time, we disclaim liability for any damage caused during the provision of support.
The user is obliged to make sure of all important data before contacting the support and to take care of the possible secrecy of such data.

Additional services

Additional services describe the scope of additional activities of Baldinistudio d.o.o. the support of Baldinistudio d.o.o. it provides all interested users with a valid price list.

Software installation service:
- Software installation
- Configuration of user files
- Network Mode configuration

Software and documentation customization service:
- Creating components and descriptions
- Creating office settings

Additional software adjustments
- Adding BIM elements

BIM consulting service
Advice on the exchange of information
Advice on the exchange of information
Advice on how to set up a data exchange procedure

Education in software (basic or advanced)
- Technical education
- One working day of education consisting of 6 working hours with a break
- Complete basic software education is held in 3 to 5 days, depending on the agreed arrangement of hours

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