- General Information
These Technical Support Policies regulate user assistance from KeyShot, Inc. to customers and resellers. Unless otherwise stated, these Technical Support Policies apply to technical support for all KeyShot products.
To receive technical support as provided by KeyShot Technical Support, all programs must be properly licensed.
These Technical Support Policies are subject to change at KeyShot’s discretion; however, policy changes will not result in a material reduction in the level of services provided for supported programs during the support period.
Software Updates & Support
Customers with a KeyShot subscription or active maintenance agreements will receive updates to KeyShot products, as well as technical support. These include:
- Program updates, fixes, security alerts, and critical patch updates
- Major product and technology releases, when available at KeyShot’s discretion
- Access to online support resources via the KeyShot Support Portal
- Non-technical customer service during normal business hours
- Software License, Updates & Support as described in this policy
All customers may access online resources including FAQs, documentation, and support articles on the KeyShot Support Portal and KeyShot Knowledge Base.
Product Documentation and Technical Support
All products include documentation with general information, installation instructions, updates, and release notes available on the KeyShot Support Portal. Please review documentation before contacting support.
The technical support team may direct users to documentation instead of opening a ticket for general inquiries.
Support Language
All product documentation and support services are provided in English.
- Support Terms
Support Period
Technical support is effective from the start of a maintenance or subscription agreement. Unless otherwise stated, support terms reflect a 12-month period.
Unsupported Products
KeyShot may discontinue support for certain product releases. Unsupported products are not eligible for updates, patches, or technical support services.
Supported versions are available on the KeyShot Account page.
Unsupported versions can be accessed at your own risk via the KeyShot website.
First and Second Line Support
If purchased directly from KeyShot, contact KeyShot Technical Support via the Support Portal.
If purchased through a reseller, contact the reseller first for support.
- Working with KeyShot Technical Support
Support Availability
Support is available Monday–Friday, 4AM–4PM Pacific Time.
Contacting KeyShot Technical Support
Submit requests via the Support Portal or file a ticket. Live chat and AI chatbot may also be available.
Email (support@keyshot.com) is no longer monitored.
Requests Covered by Technical Support
- General support
- Information on updates
- Installation instructions
- Minor debugging
- Ticket status updates
- Plug-in setup and best practices
- Bug reports
- Complex troubleshooting issues
Requests Not Covered
- Product installation execution
- Implementing updates or fixes
- Server/network/VPN configuration
- Customization
- Scene debugging
- Website changes
- Third-party integrations or issues
- Hardware-related issues
- Technical Support Priority Definitions
Response times vary by support level and request priority.
| Priority | Professional | Business | Enterprise |
|---|---|---|---|
| Critical | 12 hours | 4 hours | 2 hours |
| High | 12 hours | 8 hours | 4 hours |
| Medium | 24 hours | 18 hours | 12 hours |
| Low | 48 hours | 36 hours | 24 hours |
Priority Definitions
Critical: Complete loss of service or severe impact.
High: Major functionality unavailable.
Medium: Minor loss of service or degraded performance.
Low: Informational or non-impacting request.
- Customer Support Data Protection Practices
Personal data is handled in accordance with the KeyShot Privacy Policy.
Please do not submit sensitive data requiring special security controls.
- Contact Information
See the KeyShot Contact Page for contact details.