TechCare Support
TechCare is our branded helpdesk support service, which covers all of our CAD, CAM, Data Management and BIM software solutions. TechCare telephone support can be enhanced with engineering packs to provide additional training or consultancy support as necessary. TechCare Support is for break-fix software or licensing related issues and does not cover how to or training based questions.
The TechCare Customer Helpdesk offers a guaranteed 2-hour response time, but will always endeavour to provide an immediate response to your support requests. The TechCare Helpdesk is manned by experienced software application engineers from Monday – Thursday, 9:00am – 5:00pm and Friday, 9:00am – 4:00pm (except UK Bank Holidays).
“Our customers recognise the importance of keeping their digital systems working and know that failure to do so directly affects the bottom line. TechCare takes that responsibility seriously.” – Phil Read, our MD.
We may use TeamViewer* to connect to your machine to help troubleshoot the problem. You can either run or download this application by clicking the below buttons.
We may use TeamViewer* to connect to your machine to help troubleshoot the problem. You can either run or download this application by clicking the below buttons.
We will ask for your TeamViewer ID and password in order to make a connection.
By requesting remote connection from Man and Machine you are agreeing to our Terms and Conditions and confirming your device is free of viruses, ransomware, malware or other security risk.
TechCare Supported Products
We support products from vendors including Autodesk, Enscape and CoolOrange. The level of support we offer depends on the product, and the skills and capability of our support team. We are always clear and honest with customers about our capability. There are three levels of support capability that we offer which are listed in the table below for your reference:
1st Line: Provides case management and remote access to a support engineer experienced in the specific application within the 2-hour SLA.
2nd Line: Provides case management and access to engineers skilled in the specific application at a time agreed with the Resource Manager.
3rd Line: Provides case management where support is escalated to the software vendor.
| Product | License Support | 1st Line Support | 2nd Line Support | 3rd line Support |
| AutoCAD |  |
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| AutoCAD Architecture | |
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| AutoCAD Electrical | |
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| AutoCAD for Mac | |
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| AutoCAD LT and LT for Mac | |
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| AutoCAD Map 3D | |
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| AutoCAD Mechanical | |
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| AutoCAD MEP | |
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| AutoCAD P&ID | |
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| AutoCAD Plant 3D | |
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| AutoCAD Raster Design | |
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| Autodesk 3ds Max | |
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| Autodesk Advance Steel | |
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| Autodesk Alias (All) | |
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| Autodesk Arnold | |
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| Autodesk CFD | |
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| Autodesk Character Generator | |
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| Autodesk Civil 3D | |
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| Autodesk Dynamo Studio | |
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| Autodesk Fabrication CADmep | |
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| Autodesk Fabrication CAMduct | |
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| Autodesk Fabrication ESTmep | |
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| Autodesk Factory Design Utilities | |
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| Autodesk FeatureCAM | |
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| Autodesk Flame | |
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| Autodesk Flare | |
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| Autodesk Forge | |
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| Autodesk FormIt Pro | |
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| Autodesk Helius | |
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| Autodesk Insight | |
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| Autodesk Infraworks | |
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| Autodesk Inventor CAM | |
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| Autodesk Inventor LT | |
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| Autodesk Inventor Professional | |
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| Autodesk Inventor Nastran | |
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| Autodesk Inventor Nesting | |
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| Autodesk Maya and Maya LT | |
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| Autodesk Moldflow (All) | |
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| Autodesk MotionBuilder | |
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| Autodesk Mudbox | |
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| Autodesk Navisworks (All) | |
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| Autodesk Point Layout | |
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| Autodesk PowerMill | |
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| Autodesk PowerShape | |
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| Autodesk ReCap (All) | |
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| Autodesk Rendering | |
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| Autodesk Revit (All) | |
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| Autodesk Robot Structural Analysis | |
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| Autodesk Sketchbook | |
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| Autodesk Smoke | |
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| Autodesk Structural Bridge Design | |
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| Autodesk Vault (All) | |
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| Autodesk Vehicle Tracking | |
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| Autodesk VRED (All) | |
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| BIM Track | |
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| CoolOrange | |
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| Enscape | |
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| Faro Scanners | |
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| Fusion 360 (CAD) | |
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| Fusion 360 CAM and Simulation | |
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| Fusion Manage | |
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| Fusion Team | |
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| HyperMill | |
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| Leica BLK360 | |
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| SketchUp | |
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ValueCare Assistance
ValueCare Assistance provides a best endeavours service on Autodesk Construction Cloud product lines. The helpdesk is manned by experienced application engineers Monday – Thursday, 9am-5pm and on Fridays, 9am-4pm (except UK Bank Holidays), who can assist with “ticket management”.
ValueCare Assistance covers licence management and support with common access or setup faults. Calls will be typically diverted and handled by our ACC experts who will assist as necessary. Faults related to access to the Autodesk Construction Cloud or their service being down will be handled directly by Autodesk.
ValueCare covers the following Autodesk Construction Cloud products:
| Product | License Support | 1st Line Support | 2nd Line Support | 3rd line Support |
| Assemble | |
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| BIM Collaborate | |
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| BIM Collaborate Pro | |
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| Build | |
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| Building Connected | |
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| Docs | |
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| Takeoff | |
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| Tandem | |
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