3D systems require ongoing attention. Products change, platforms update, and customer expectations evolve. Proactive maintenance prevents degradation and ensures 3D capabilities continue delivering value over time.
About Maintenance & Support
After initial implementation, 3D systems face ongoing challenges: new products need 3D assets, platform updates may affect compatibility, performance optimization opportunities emerge from usage data, and customer feedback reveals enhancement opportunities.
Our maintenance agreements provide structured ongoing support for your 3D implementation. This includes regular asset updates as your product catalog evolves, compatibility updates when platforms release new versions, and performance optimization based on real-world usage patterns.
Beyond reactive maintenance, we proactively monitor system health and performance. Issues are identified and addressed before they impact customer experience. Regular reviews identify optimization opportunities and potential enhancements based on accumulated usage data.
Asset Updates
Regular updates for new products, variants, and catalog changes.
Platform Compatibility
Updates ensuring continued operation as platforms evolve.
Performance Monitoring
Ongoing tracking and optimization of 3D system performance.
Priority Support
Fast response for issues affecting customer experience.
Support Levels
We offer tiered support levels based on your operational requirements and criticality. Standard support covers scheduled maintenance, regular asset updates, and next-business-day issue response. Premium support adds proactive monitoring, same-day issue response, and dedicated account management. Enterprise support includes 24/7 coverage and custom SLAs for mission-critical 3D implementations.
What's Included
Scheduled asset production for new products and variants
Platform update testing and compatibility maintenance
Performance monitoring with defined SLAs
Security updates and vulnerability patching
Quarterly performance reviews and optimization recommendations
Priority support with guaranteed response times
Documentation updates reflecting system changes
Annual roadmap review aligning 3D capabilities with business plans
Frequently Asked Questions
What's included in a maintenance agreement?
Standard agreements include: scheduled asset updates (monthly allocation based on plan), platform compatibility updates, performance monitoring, security patches, quarterly reviews, and support with defined response times. Specific inclusions depend on the support tier.
How do you handle urgent issues?
Issues affecting customer experience are prioritized. Response times depend on your support tier: Standard (next business day), Premium (same day), Enterprise (within 4 hours). We maintain on-call capability for Enterprise clients.
Can I add products to my 3D catalog during the maintenance period?
Yes. Maintenance agreements include monthly asset production allocation. You submit new products according to established workflows, and we produce assets within your allocation. Additional assets beyond the allocation are billed separately.
What happens if my e-commerce platform releases a major update?
We test compatibility with major platform updates and deploy necessary changes to maintain functionality. This is included in all maintenance agreements. For particularly significant platform changes, we communicate timeline and any temporary limitations.
