Technical Support Options

All prices in US dollars.

Current
Subscribers:


 Current and
 one version back


Non-Subscribers
1 version back:


 Graphite v12
 Cobalt v11
 Xenon v11
 Argon v11

Legacy software,
(Designer Elements)


 Graphite v6 - v11
 Cobalt Solo v5 - v10
 Cobalt Plus v5 - v10
 Xenon Solo v5 - v10
 Xenon Plus v5 - v10
 Argon v5 - v10
Legacy software
(Vellum)


 Vellum 2D
 Vellum 3D
 Vellum Solids
 Drawing Board
 Vellum
 Vellum Draft
Email Support Free. Usually within
4 business hours
$39.00 per issue.
Support Voucher
N/A N/A
Telephone Support Free. Usually within
4 business hours
$49.00 per issue.
Support Voucher
$150.00/hour.
Call to order
$250.00/hour.
Call to order
Resend SN, Reg Code
and Download Link
to Verified Owner
Free. Usually within
4 business hours
$39.00 per issue.
Support Voucher
$99.00 per issue.
Support Voucher
$250.00/hour.
Call to order
Emergency Support,
General IT Assistance
(Hardware, Software,
OS, Virtualization)
or Project Consulting
$150.00/hour
when available.
Call to order
$150.00/hour
when available.
Call to order
$250.00/hour
when available.
Call to order
$350.00/hour
when available.
Call to order
Initial Hardware
Key Programming
Included free with
optional key purchase
Included free with
optional key purchase
N/A N/A
Replacement Hardware
Key Programming
Included free with
no charge key exchange
Included free with
paid key exchange
$150.00 plus
paid key exchange.
Call to order
$895.00 plus
paid key exchange.
Call to order
Reinstallation Assistance
of Current Software
Free $39.00 per issue.
Support Voucher
$150.00/hour.
Call to order
$250.00/hour.
Call to order
File Translation Services †† Free for occasional
1 or 2 files per month.
Call for multi-file prices
$39.00 Single File
Translation Voucher

Call for multi-file discount
$39.00 Single File
Translation Voucher

Call for multi-file discount
$39.00 Single File
Translation Voucher

Call for multi-file discount

Clarification: The free translation service is intended for occasional use—typically one or two files per month—for those files that cannot be translated by the customer using Ashlar-Vellum software's normal import & export tools, utilities, or other actions. It is not meant for routine file conversions that can be easily completed using your own Ashlar-Vellum software subscription. Submitting multiple files or marking such routine tasks as urgent may incur additional charges. Please contact us if you're unsure whether your request qualifies.

Purpose of the Service: The primary goals of this service are:

  • To help you get the most from your software by highlighting available tools, features, and settings;
  • To assist with file translations that require additional software beyond your current subscription;
  • To identify any bugs or opportunities for improvement you’ve encountered;
  • And to explore custom solutions that could streamline your workflow through consulting services.

†† Please note: If a translation request depends on third-party software that is prohibitively expensive or otherwise unavailable to us, we may either decline to perform the service or quote a custom fee.