Real engineers. Real answers. Fast.
When your machine's down, your job's due tomorrow, and the forums aren't answering. You need a human who actually knows the kit. Priority Support is the direct line to the team that built it: for CNC3D Commander, the CNC3D Design Suite, controllers, connected machines, and the CAD / CAM software around them.
What is Priority Support?
No call centres. No tier-one scripts. No 4-day ticket queues. You email or call us, you get the engineer who actually wrote the code or built the machine.
Direct phone line
A real number that rings the team, during Australian business hours. No call centre, no scripts.
Priority email
Email solutions@cnc3d.com.au and Priority Support tickets are triaged first. Replies during business hours.
Remote assistance
From inside Commander or the Design Suite, we connect a remote session and drive the keyboard alongside you. Often faster than describing the problem.
Configuration help
Stuck on grbl settings? Plasma probing? Spindle VFD wiring? We've seen it. Walk us through your setup and we'll get it dialled.
Toolpath review
Send us your Design Suite project. We'll review your toolpaths, feeds, speeds and post processor settings before you cut $200 worth of material.
Custom post-processor
Got a controller we don't ship a profile for? We'll build the post processor for you (subject to your machine's manual being available).
How to get Priority Support
Priority Support is deliberately separate from the CNC3D Business subscription plans. No plan includes it, no plan is locked out of it. Buy a chunk of hours when you actually need them, on any plan or none.
Pay as you go
Priority Support Credits
One-off, when you actually need it. No subscription. Billed by the minute as we use it, so a 12-minute call only costs you 12 minutes off your balance.
- ✓Buy credits in 60-minute blocks from your dashboard, paid via Stripe
- ✓Debited by the minute against actual support time on the clock
- ✓Credits sit on your account for 12 months from purchase
- ✓Direct phone, email, and remote assistance access during business hours
- ✓Covers Commander, Design Suite, controllers, machines, and CAD / CAM
Already included, free
CNC3D Business platform help
Help using the platform itself is part of what every account gets, free ones included. It is never billed against Priority Support credits.
- ✓Using the website, dashboard, jobs, clients, estimates
- ✓Posting to and using the marketplace
- ✓Account, billing, and subscription questions
- ✓Available to every account, on any plan or none
Want a support-only monthly subscription(a standing Priority Support retainer)? Drop us a line. If there's enough demand we'll package it up. Tell us what you need.
What is NOT considered Priority Support
- ×Help using the CNC3D Business platform. That's free for every account and never needs Priority Support. Just contact us.
- ×24/7 on-call. We're Aussie business hours. Urgent after-hours emails get triaged when we're back in.
- ×Products purchased elsewhere. If we didn't supply it, it isn't covered by Priority Support. Your supplier is the first port of call.
- ×Replacement parts for warranty issues. That's separate from support. Handled via the standard warranty process on cnc3d.com.au, no credits needed.
- ×Training courses on CAM / CAD fundamentals. We support you using the software, not the basics of design itself.
The simple rule. If your question is about the CNC3D Business platform, support is free for everyone. If it's about your machine, Commander, the Design Suite, a controller, or the CAD / CAM around them, that's Priority Support, billed by the minute against your credits during our business hours. CNC3D machines and controllers under warranty get warranty help free via the standard process. We may refine these terms over time.
Stop fighting it alone.
Credits start at $120 / 60-min block, billed by the minute, valid for 12 months.