Support Policy

Last edit: 16/06/2021 provides technical support services (hereinafter referred to as technical support) exclusively for Redkit libraries. Support is focused on topics such as installation, configuration, usage, and bug fixes. Technical support is provided during the entire subscription period, which is calculated from the moment the paid subscription is activated. There is no technical support for free subscriptions.

Support hours

Technical support works from Monday to Friday, from 10:00 to 19:00 (+6 GMT).

Please note that the technical support team does not work on weekends and holidays.

During business hours, it may take from several minutes to several hours to respond to your request. Please note that depending on the complexity of the problem and the workload of the technical support team, the response time may be increased.

Support channels

We only provide technical support for Redkit products. And only through the contact form with technical support.

Language support

Technical support for Redkit products is provided only in Russian and English.

Operating system support

We provide technical support for Redkit products for Windows operating systems only.

Mac OS and other operating systems are not within the scope of technical support.

What is not included in technical support

  • Adding, changing or removing functionality for your specific needs.
  • Integration of third-party extensions and services.
  • Support for third-party extensions and services.
  • General questions related to developing, configuring, or optimizing Redkit libraries.
  • Questions related to working in SketchUp, which are not related to Redkit products in any way.
  • Resolving issues arising from the use of unlicensed software by the subscriber.
  • Issues related to visualization plugins.

Before asking a question

Before asking a question Before asking any question, read the documentation for libraries and add-ons. The documentation covers the most important steps required to install and work with the library and add-ons. Most questions can be answered simply by reading the documentation. Please contact technical support only if the answer to the question is not found in the documentation.

Sketchup technical support

To work with the library, you must have basic knowledge of SketchUp. Technical support does not include assistance in mastering the SketchUp program, configuring it, installing third-party plugins and extensions. To do this, there is documentation for SketchUp on the official website of the program.

Support Policy

By using our site, you agree to our site's support policy. If you do not accept this policy, please do not use this site. We reserve the right to make changes to this policy at any time, in which case such changes will be reflected on this page. The visitor of the site is obliged to familiarize himself with the current technical support policy.