Contact Support

Need help? We're here for you. This page explains how to get support and what information to provide.

Ways to Get Help

Email Support

Primary contact: support@neroscale.com

Response time: - Usually within 24 hours on business days - Faster for critical issues - Slower during holidays

Best for: - General questions - Technical problems - Bug reports - Feature requests

Emergency Support

For critical production issues: - Email support@neroscale.com with "URGENT" in subject - Include your license key - Explain the business impact

Qualifies as critical: - Can't activate license to meet deadline - Tool crashes blocking project delivery - Data loss or corruption

Not critical: - General questions (use regular email) - Feature requests - Training questions

Before Contacting Support

Help us help you faster - gather this information first:

1. Version Information

  • Revit version: Check Help > About in Revit
  • NeroScale version: Check License tool in NeroScale
  • Windows version: Check Settings > System > About

2. Problem Details

  • What were you trying to do? (specific steps)
  • What happened? (the problem)
  • What did you expect to happen?
  • Does it happen every time? (or just once)

3. Error Information

  • Error message: Screenshot if possible
  • When it appears: During what action
  • Can you reproduce it: Reliable steps to trigger it

4. File Information

  • Model size: Approximately how large
  • Worksharing: Is it a central/local model?
  • Links: Are there linked models?
  • Special setup: Anything unusual about your project

5. What You've Tried

  • Troubleshooting steps: What have you already attempted
  • Results: What happened when you tried those steps

How to Contact Support

Writing a Good Support Email

Subject line - Be specific: - ❌ "NeroScale not working" - ✅ "Model Health Check - Export fails with Error 401"

Email body - Include:

Tool: [Which NeroScale tool]
Problem: [Brief description]
Revit Version: [e.g., 2025]
NeroScale Version: [e.g., 1.2.3]
Windows: [e.g., Windows 11]

Steps to reproduce:
1. [First step]
2. [Second step]
3. [Where it fails]

Error message:
[Paste or attach screenshot]

What I've tried:
- [What you attempted]
- [Results]

Additional info:
[Anything else relevant]

Attachments

DO attach: - Screenshots of error messages - Export files that show the problem (if small) - Log files (if requested)

DON'T attach: - Large Revit model files (unless requested) - Files with confidential client data - Personal information

If we need your model: - We'll provide secure upload instructions - Create a sanitized version if possible - We'll treat it confidentially

Common Support Requests

License Issues

When emailing about license problems: - Include your license key (if you have it) - Explain activation error message exactly - Mention if it worked before - State your company/organization name

We can help with: - Activation failures - Moving license to new computer - License expired/renewal - Can't find license key

Installation Problems

When emailing about installation: - Did installer complete or fail? - What error message appeared? - Do you have admin rights? - Was Revit closed during install?

We can help with: - Installation failures - NeroScale tab not appearing - Update problems - Uninstall/reinstall guidance

Tool Not Working

When emailing about a tool issue: - Which specific tool? - What action causes the problem? - Error message (exact wording or screenshot) - Can you use other tools?

We can help with: - Tool crashes or freezes - Unexpected results - Error messages - Performance issues

Data/Export Issues

When emailing about exports: - Which tool and export format? - What goes wrong? - File size attempting to export - Where you're trying to save

We can help with: - Export failures - Corrupted export files - Import not working - Missing data in exports

What to Expect

First Response

You'll receive: - Acknowledgment we got your message - Case/ticket number for reference - Initial questions or solutions to try - Estimated time for next response

Working with Support

We may ask for: - More details about the problem - Screenshots or screen recording - Specific version numbers - Permission to remote view your screen - Sanitized version of your model file

We'll provide: - Step-by-step solutions - Workarounds if available - Timeline for fixes if it's a bug - Alternative approaches

Please: - Respond to our questions - Try suggested solutions - Report back on results - Be patient with complex issues

Resolution

Possible outcomes: - Solved: Problem fixed, case closed - Workaround: Temporary solution until fix - Bug confirmed: Logged for development, update provided - Feature request: Logged for future consideration - By design: Explanation of why it works that way

Response Times

Normal Priority

  • First response: 24 hours (business days)
  • Follow-ups: 24-48 hours
  • Resolution: Varies by complexity

High Priority

  • First response: 4-8 hours
  • Follow-ups: Same day
  • Resolution: Expedited as possible

Note: Times may be longer during: - Weekends and holidays - Major version releases - High volume periods

Self-Service Resources

Before waiting for support response, check:

Documentation

Common Solutions

Many problems have quick fixes: - Restart Revit - Check File > Options > Add-Ins - Save model and try again - Update to latest NeroScale version - Check you have write permissions

Sales and Business Inquiries

Not a support question?

For sales/purchasing: - Email: sales@neroscale.com - Pricing questions - License upgrades - Bulk licensing - Enterprise agreements

For training: - Email: training@neroscale.com - Team training sessions - Custom tutorials - Onboarding assistance

For partnerships: - Email: partnerships@neroscale.com - Integration opportunities - Reseller inquiries - API access

Feedback and Suggestions

We love hearing from users!

Feature requests: - Email: support@neroscale.com - Explain what you want to do - Describe why it would help - Include use cases

Bug reports: - Email: support@neroscale.com - Steps to reproduce - Expected vs actual behavior - Screenshots if relevant

Documentation feedback: - Email: docs@neroscale.com - What's confusing or missing - Suggestions for improvement - Examples you'd like to see

Privacy and Confidentiality

Your information is safe: - Support requests are confidential - Model files treated securely - Data not shared with third parties - Comply with data protection regulations

If sharing model files: - Remove confidential client information - Sanitize if possible - We'll sign NDA if required - Files deleted after issue resolved

Tips for Faster Support

Do

  • ✅ Be specific about the problem
  • ✅ Include version numbers
  • ✅ Attach screenshots
  • ✅ List what you've tried
  • ✅ Respond promptly to questions
  • ✅ Keep case number for reference

Don't

  • ❌ Send multiple emails about same issue
  • ❌ Mark everything as urgent
  • ❌ Attach large files without asking
  • ❌ Include confidential information unnecessarily
  • ❌ Expect instant responses outside business hours

Contact Information Summary

Technical Support - Email: support@neroscale.com - For: Problems, questions, bugs - Hours: Business days, 9am-5pm

Sales - Email: sales@neroscale.com - For: Purchasing, licensing, pricing

Training - Email: training@neroscale.com - For: Learning, tutorials, onboarding

General - Website: www.neroscale.com - Address: [To be added]

Emergency After-Hours

For critical production emergencies only: - Email support@neroscale.com with URGENT - Include license key and callback number - Explain business impact - On-call support will respond for true emergencies

Emergency criteria: - Production deadline at risk - Multiple users unable to work - Data loss or corruption - License activation blocking critical work

Not emergencies: - General questions - Training needs - Non-critical bugs - Feature requests

We're Here to Help

Your success with NeroScale is important to us. Don't hesitate to reach out when you need assistance. We're committed to helping you work more efficiently in Revit.

Remember: No question is too small or too basic. We'd rather help you succeed than have you struggle in silence.

Thank you for choosing NeroScale!