Support Ticket – Per-Incident Charge

Per-Incident Support Terms

What is per-incident support?

It is one support incident with our staff over email. It can be used for a single technical support instance in cases where paid support was not purchased and/or falls outside of our standard support policies. Once this service is purchased and verified, our staff will be able to help with your technical support ticket.

You must submit a ticket first before purchasing support.

If you purchase support without first submitting a valid ticket, we have no way of knowing your intentions. Please contact us before purchasing technical support.

What is the response time?

Standard support is 2-3 business days vs Priority Support is 1 business day or less. If you wish to have higher priority support versus standard support to get quicker replies and multiple eyes on your support requests at all times you can add it on to this order.

What is the refund policy?

Due to the nature of support services, all sales are final since we are not able to recover lost time spent on your ticket. We cannot offer refunds if your ticket is not resolved to your satisfaction. We make every effort to resolve each support ticket with a proper conclusion, however, we cannot guarantee that each issue will be resolved as expected.

By purchasing this item, you acknowledge that you are purchasing a service, specifically our time and energy to help with your issue. Support resolutions are best-effort and not guaranteed. We cannot offer refunds for tickets closed due to customer non-response. Our agents make every effort to respond to every ticket within our standard support policies, windows, and deadlines.

If you purchase technical support, please be sure to respond to our emails in a timely manner. Tickets closed due to customer inactivity or non-response are considered resolved and are not eligible for additional assistance without further payment. Tickets are considered abandoned after 5 business days with no response from the customer UNLESS you specify you want us to mark the ticket as pending so it is placed on hold.

What kind of support does this provide?

This provides our standard email-only support via our ticketing system. This does not include phone, remote, live chat, and/or video calling. Technical support will be provided for the issue(s) that were specified in the ticket/order at the time of purchase. We cannot guarantee to help with third-party products that we do not sell or use regularly, though we will try our best to resolve issues with 3rd party products and firmware.

Unified 2 Firmware Information

This also provides up to 6 compiles of Unified 2 Firmware for the ticket that this charge is applied to until the ticket is resolved/closed. Any further revisions may be billable. This only covers options, printers, and settings in our Unified firmware builds themselves. This does not cover printers running “vanilla” Marlin and/or modifications to core features and settings in Unified 2 Firmware unless agreed upon before purchase.

Non-TH3D Hardware Issues

We cannot offer refunds or discounts if the issue ends up being defective hardware that is not from TH3D and this prevents your issue from being resolved. We cannot guarantee to resolve issues with third-party products that we do not sell or use regularly.