You are here:
Homepage » Support
Support
Whether you are a RenderServer or RayBox customer or both, ART-assure has been established to ensure customers can continually get the best out of their ARTVPS rendering solution through online and telephone support as well as regular software updates
Customers subscribed to ART-assure will receive:
- A minimum of one major ARTVPS software release per year for both Renderserver and ART renderer
- Business hours support via email for software/hardware problems encountered
- Customer priority allocation of all support calls - see priority definitions
- Acknowledgement of all priority 1 support calls within 24 hours and 2 business days for all other priorities.
- Phone support with dedicated support number for Priority 1 issues
- Provision of remote access software so to enable quicker resolution of support issues
- Dedicated support area on website for simple access to FAQ’s and the newly developed tutorials to help get you working effectively with ART software.
Secure Members Area
As a subscriber to this service you will be provided with login details so you access to the Secure Members Area within the Downloads are where you can access the latest software updates for your ARTVPS rendering solution.
Software Updates
Updates for the latest version of the ART renderer and RenderServer tools are available in the Downloads section of the website. Your secure login will provide you access to the 'Secure Members Area' and to your required ART renderer of RenderServer hardware update depending on your ART-assure subscription status.
Contacting ARTVPS support
When contacting ARTVPS Technical Support the following information is required. Failure to provide this information will result in delays in processing Service Requests.
- Company name and contact details
- Product (e.g. RayBox, RenderServer etc)
- Release & Service Pack Version (e.g. AV6.0.02)
- Problem Description (along with supporting data as necessary to reproduce)
- Business Impact / Severity (1, 2, 3 or Query).
