New Technical Support Policies Effective July 5, 2022

To better improve your KeyShot experience, we are pleased to introduce new Technical Support Policies, effective July 5, 2022. These policies apply to all customers with active maintenance contracts, including customers on subscription.


What changes can you expect?


  • New online support ticketing: If you need to file a support ticket, you can do so through the KeyShot Support Portal, rather than by calling or sending an email. Not only will this get you the quickest response, but we’ll use data on product issues to drive further improvements.
  • New support priority definitions: We’ve added new technical support priority definitions to support tickets to help us respond quickly to urgent requests. Please review the new levels and choose the appropriate level when you submit a ticket.
  • Live chat (coming soon): Live chat will be offered beginning later this year. With live chat, you’ll get faster answers and, if your question isn’t resolved on the spot, we can open a ticket for you – saving you time and effort.


We’ve also better defined the hours you can expect to reach our support team, our policies regarding unsupported products, and how you can help our Support team provide you with the best experience. Please be sure to review the new Technical Support Policies so you’re familiar with all the changes.


You can also look forward to more changes rolling out throughout the rest of the year – including interactive support resources, updated Knowledgebase articles, and new educational materials – to add even more value to your maintenance plan and help you get the most out of your KeyShot investment.


If you have any questions about these changes, please feel free to contact your account executive or reach out to us at csm@luxion.com.