Technical Support

Standard Support

Arcon Evo & 3D Architect support includes Technical, Installation & Activation support via email plus access to our web based tutorials and forums. We aim to respond to your support request within 2 working days.

Project specific assistance (see below) is not included in our Standard Support however, we will endeavour to come back to you within 3 working days subject to support request and our availability. If you require immediate assistance, then we will try and fastrack your support request and come back to you within 24 hours. See below 'Project Assistance & Priority Support'

Eleco Software are unable to provide support on your operating system or any programs that are not produced by our company but where possible, we will try to advise on steps that can be taken if aspects of your computer system might be creating conflicts with your Eleco Software program.

If you are a current customer, please take a look at the User Guides section on our website for current documentation. There is a getting started guide and also a user reference manual that contains more detailed topics on construction tools e.g. placing single wall, placing walls at set distance, using guidelines, placing a window and door, using dimensions etc.

Project Assistance & Priority Support:

In addition to our Standard Support, we offer an optional Project Assistance & Priority Support service. This service will enable users to access our support team direct with any specific project based issues where we will endeavour to come back to you within 24 hours.

What is the cost of this service? For this service we charge £15 per support request. Price includes VAT.

If you would like immediate assistance, please email arconsupport@elecosoft.com and in the subject line enter 'PRIORITY SUPPORT'. On receipt of email and subject to our availability and support request, we will email you a link to our payment page and advise on next steps.
 
Key benefits of service include:
  • All standard support features including technical, installation & activation support and access to our web based tutorials and forums.
  • Project specific assistance. Let us know the details of the problem you are trying to overcome and we will suggest methods and techniques to achieve the desired design.
  • Toolset advice. Unsure how a certain tool works or the best way to use a tool in a particular circumstance. We can guide you to get the best from each function.
  • Shortcuts & Tips. We can provide you through some of the simplest methods and shortcuts to achieve fast results.
  • Project reviews. Email your project to the team to review as you progress to ensure any problems are identified early.
  • ‘How to’ assistance. We can suggest methods you may use to create solutions to design requirements unique to your project.
  • Bespoke step by step guides. Something that you don’t quite understand? Struggling with how to achieve an effect with a tool? We can create a bespoke email guide with step by step pointers.
  • Object and texture creation help. Need to edit a texture for use in Arcon or looking for ways to find/create new objects. We can offer assistance and guidance to make adding to your libraries easier.
  • Modification to License key (inc. older software titles) e.g. provide support to assist in getting your software activated on new machine

If you have a support query you can email us direct arconsupport@elecosoft.com where one of our advisors will contact you by email during office opening times *(Mon to Fri, 09:00 – 17:00. Support is not available on bank holidays or during the Christmas period).