Support terms

Baldinistudio d.o.o. is your BIM partner.

Contact us with confidence and rest assured that we will do our best to help you.

1. General

These support terms (hereinafter: the Terms) form an integral part of the Terms of Service accepted by the Customer when ordering the software.
The Terms describe the scope of support in order to define what is supported by Baldinistudio d.o.o. and what the responsibilities of the Customer and/or a third party are. Baldinistudio d.o.o. undertakes to help all customers experiencing problems with licences not functioning, as listed in the "regular support" section. Baldinistudio d.o.o. does not charge for answering technical enquiries that fall within the scope of "regular support", but expects the Customer to observe these Terms when opening an enquiry. Baldinistudio d.o.o. will use its best efforts to answer all enquiries as quickly as possible.

The Customer agrees that the speed of resolving the Customer’s enquiries also depends on the completeness of the information the Customer has provided to Baldinistudio d.o.o. when opening a support request. Baldinistudio d.o.o. limits technical support to problems relating to the proper functioning of the purchased software; it does not cover support for third-party applications, nor for the software environment (operating system) and hardware configuration required for the software to run.

For services the Customer provides to a third party, i.e. to its own clients, Baldinistudio d.o.o. assumes no obligation to provide support.

Baldinistudio d.o.o. technical support is available every working day, Monday to Friday, from 9:00 to 16:00.

Baldinistudio d.o.o. provides three types of technical support, depending on the agreed programme:

– Regular support
– Basic maintenance
– ServicePlus

Should resolving a problem require obtaining the Customer’s files and projects, Baldinistudio d.o.o. undertakes not to share the data with third parties, except where assistance from the software supplier is required. All knowledge relating to customer projects is treated as a business secret.
Baldinistudio d.o.o. assumes no liability for any damage caused by sharing projects.

2. Types of technical support

2.1 Regular support

The regular support terms describe the scope of support activities that Baldinistudio d.o.o. provides free of charge to all customers.
Resolving licensing-related enquiries, for example:

• Assistance with signing licences in and out
• Changes of licence keys and licence ownership
• Any inability to sign in with cloud licensing
• Damaged or faulty hardlocks
• Transferring licences from one computer to another
• Reporting licence difficulties to the software supplier where they cannot be resolved by Baldinistudio d.o.o.
• Free access to the LearnBIM training portal for a period of three months

All customers have free access to our knowledge base on the support portal (help.baldinistudio.hr) if they want to know more, or have questions outside the scope of licensing.
Any additional activity that does not fall within the regular, i.e. usual, Baldinistudio d.o.o. support activities described above is charged according to the applicable price list.

2.2 Basic maintenance

The basic maintenance terms describe the scope of support activities that Baldinistudio d.o.o. provides to all customers with a signed and active maintenance agreement.
Baldinistudio d.o.o. undertakes to respond to technical enquiries within one working day.
Basic maintenance covers the resolution of technical enquiries about working in the software for which the maintenance agreement has been signed. Communication with the Baldinistudio support team takes place exclusively by e-mail. The services we cover are as follows:

• All services listed under Regular support
• All available software upgrades within the agreed maintenance period are free of charge for the customer
• Resolving technical enquiries relating to the use of software functions
• Obtaining customer files and remedying faults where possible
• Resolving difficulties in project work within the scope of the software’s capabilities
• Reporting software difficulties to the software supplier where they cannot be resolved by Baldinistudio d.o.o.
• E-mail support responds to enquiries within one working day. Assistance with signing licences in and out
• Free access to the LearnBIM training portal for a period of three months

Any additional activity that does not fall within the regular, i.e. usual, Baldinistudio d.o.o. support activities described above is charged according to the applicable price list. Examples of activities outside basic maintenance include: configuring initial settings and installing software, creating special (customised) settings for bills of materials, descriptions, office standards and similar services, and training users in the use of the programme and its functions.

2.3 ServicePlus

The Service+ maintenance terms describe the scope of support activities that Baldinistudio d.o.o. provides to all customers with a signed and active maintenance agreement that includes the ServicePlus service.
Baldinistudio d.o.o. undertakes to respond to technical enquiries within one working day.
Baldinistudio d.o.o. undertakes to give priority to ServicePlus customers, so that their enquiries are handled with the highest degree of urgency.
We resolve technical enquiries about working in the software by e-mail, by telephone and by connecting online to the customer’s computer.
The services we cover are as follows:

• All services listed under regular support and basic maintenance
• Telephone, e-mail and TeamViewer support within one working day of receiving the enquiry, with the highest degree of priority
• A total of 3 hours of free consultation with Baldinistudio d.o.o. support per month
• Access to the LearnBIM training portal.

The Customer is required to provide the means for online communication, including a microphone and speakers, or a headset with a microphone. Baldinistudio d.o.o. uses the TeamViewer and Zoho Assist applications for online communication and for resolving enquiries, and the Customer undertakes to use them (if they want us to connect to their computer).

Any additional activity that does not fall within the regular, i.e. usual, Baldinistudio d.o.o. support activities described above is charged according to the applicable price list. Examples of activities that Service+ does not cover include: configuring initial settings and installing software, creating special (customised) settings for bills of materials, descriptions, office standards and similar services, and training users in the use of the programme and its functions.

Baldinistudio d.o.o. does everything it can to remedy customers’ difficulties. At the same time, we disclaim liability for any damage arising during the provision of support.

Before contacting support, the Customer is obliged to back up all important data and to take care of the confidentiality of that data.

Additional services

Additional services describe the scope of additional Baldinistudio d.o.o. support activities that Baldinistudio d.o.o. provides to all interested customers according to the applicable price list.

Software installation service:
– Software installation
– Configuration of user files
– Configuration of network operation

Software and documentation customisation service:
– Creation of bills of materials and descriptions
– Creation of office settings

Additional software customisation
– Adding BIM elements

BIM consulting service
– Advice on information exchange
– Advice on information exchange
– Advice on setting up data exchange procedures

Software training (basic or advanced)
– Technical training
– One working day of training consisting of 6 working hours with a break
– Complete basic software training is held over 3 to 5 days, depending on the agreed schedule of hours