Scope of Support

Levels of Support

Definitions

Types of Support

 Customer Service: Assistance with user accounts, purchases, or licensing in-product. 

Technical Support: Assistance with installing products and to ensure supported software works as documented. The Support team will file defects if the software is not behaving as expected. 

Standard Support: Support as defined as Full Support & Limited Support, applicable to all individual license purchases, as well as Teams purchases not meeting minimum requirements. You can access support by signing into our Support Center.

Premium Support: Standard support with the addition of faster response times, priority handling of tickets, and access to specialized technical resources. This applies to customers with a minimum of 3 active Teams licenses.

Community Support: Creative support via Maxon-sponsored channels such as ZBrushCentral.com, Redshift forums, social media, and other channels moderated by Maxon employees.  

License Types

Subscription license: A license that allows access to designated software for the duration indicated when purchased: one month or one year. 

Perpetual license: A license that allows access to designated software in perpetuity. However, the end user environment must remain compatible with that specific purchased version; “perpetual” is not a guarantee the software will work indefinitely. Please note that perpetual licenses do not receive non-critical bug fixes.

Teams license: A subscription license purchased as part of a Teams package, which provides additional administrative tools and support. 

Trial license: A 14-day MaxonOne subscription license offered at no cost.

Free license: Licenses that have no cost, such as those available through partners (e.g. Cinema4D lite), mobile app stores (ZBrush with free plan), or NFR (not for resale) licenses.

Technical Terminology

Supported software: Any Maxon product eligible for full or limited support. We will not be able to provide support for non-Maxon host applications, third party plugins or network controls. 

Compatible environment: To ensure best expected performance, your environment must be compatible with our published requirements. The term "environment" encompasses operating system, OS version and host application. There must not be any cracked or pirated files present.

Requirements: These are the tested hardware and software requirements, including CPU and/or GPU, OS, RAM and VRAM, for each released version. We do not test previously released versions of our software with newer components, so any issues as a result of using newer hardware with older software, or newer software with older hardware, are not in the scope of support.

Defect: When a defect is found, the Support specialist will report this to the Engineering team to prioritize and work. We will attempt to provide a suitable workaround, however, we cannot provide details regarding when defects will be fixed. More details can be found here. 

Host applications: Applications which interface with Maxon plugins (such as those in Red Giant Complete or Universe) or rendering engines (Redshift). Example hosts include Adobe Premiere Pro and Maya. 

Legacy product: Applications and plugins that are no longer available for purchase. Downloads for desktop products will be made available for three previous years of legacy product. Legacy product downloads can be requested via a support ticket.

FAQs 

What if my product is not listed in the Eligibility column? 

If your product does not meet eligibility (e.g. your license was purchased five years ago), we will assist you with limited customer service inquiries, but technical support is not included. 

What if I purchased a maintenance agreement for my perpetual license? 

If your maintenance agreement is active, you are eligible for full support, regardless of when your license was originally purchased.

Do you provide phone support? 

 We offer phone support via screenshare to license holders eligible for Premium Support.

What are your SLAs (service-level agreements)? 

We aim to respond to technical support and customer service tickets within 24 hours on weekdays. Teams license holders can expect a same-business day response. Turnaround time for Community Support may vary as responses are not guaranteed. 

Where do I access and manage my license?  

My.maxon.net allows you to view and manage your licenses. The ZBrush My Licenses page provides this service for licenses not found on MyMaxon. 

What if I would like to recommend a new feature or improvement to Maxon applications? 

You can do this by filing a Feature Request ticket (requires login); all submissions will be assessed by our Product Team. However, this does not guarantee inclusion in a future release.

What is the difference between security vulnerabilities and critical ecosystem changes and major bugs? 

Major bugs are flaws in the software that impact the experience of using Maxon software and may require workarounds. Security vulnerabilities and critical ecosystem changes impact more than the user experience, so we place the highest priority on these to ensure safe and reliable usage.