Technical Support Policy

Redkit provides technical support services (hereinafter referred to as technical support) exclusively for its own software products.

Technical support includes consultations and assistance on the following matters:

• installation of the software;
• configuration of the software;
• use of the functionality of Redkit products;
• identification and correction of software errors.

Technical support is provided exclusively to Clients with an active license and within the scope defined by the applicable pricing plan.

Technical support is not provided for free pricing plans unless expressly stated otherwise on the Redkit website.

Technical support is provided for the duration of the active license, which begins from the moment the paid pricing plan is activated.

Upon expiration of the license term, the provision of technical support shall cease.

Technical support is available:

• Monday through Friday;
• from 09:00 to 18:00 (UTC +5).

Technical support is not provided on weekends or public holidays.

The specified working hours do not constitute a guarantee of immediate response and do not form a service level agreement (SLA).

Technical support is provided exclusively through the official Redkit technical support contact form.

Access to the support contact form requires an active paid pricing plan.

Requests submitted via other communication channels (including messengers, social networks, comments, or private messages) are not reviewed by the technical support team.

Technical support for Redkit products is provided exclusively in the following languages:

• Russian;
• English.

Full technical support for Redkit products is provided only for the Windows operating system.

For macOS users, technical support is provided exclusively for issues related to the functionality of the Redkit software (EasyKitchen), without assistance in:

• installation and configuration of software;
• virtualization, emulation, or use of third-party tools;
• installation and configuration of the SketchUp runtime environment;
• configuration of drivers and system components.

Other operating systems are outside the scope of responsibility of the technical support service.

During working hours, responses to support requests may be provided within a timeframe ranging from several minutes to several hours.

Depending on the complexity of the request and the current workload of the technical support team, response and resolution times may be extended.

If no response is received within one working day, the Client is advised to check the “Spam” folder.

Requests submitted on weekends or public holidays are processed on the next working day.

All specified timeframes are indicative only and are not guaranteed.

Technical support does not include:

• adding, modifying, or removing functionality to meet individual Client requirements;
• development of new features or modification of existing ones;
• integration of third-party extensions, services, or APIs;
• support for third-party software or extensions;
• training in the use of the software or consultations beyond error resolution;
• issues related to the development, optimization, or modification of Redkit libraries;
• issues related to the use of SketchUp that are not directly related to Redkit products;
• resolution of issues arising from the use of unlicensed software;
• analysis, recovery, or correction of Client data;
• configuration of operating systems, drivers, graphics cards, or system components;
• more than one remote installation of EasyKitchen and add-ons per workstation during one license period (365 days);
• issues related to rendering and visualization plugins;
• issues related to furniture manufacturing or structural design.

Before contacting technical support, the Client must review the official documentation for Redkit products.

The documentation contains essential information on installation, configuration, and use of the software and addresses most common questions.

Contacting technical support is recommended only if the answer to a question cannot be found in the documentation.

To work with Redkit products, the Client must possess basic knowledge of the SketchUp software.

Technical support does not include assistance with:

• learning how to use SketchUp;
• installation and configuration of SketchUp;
• installation and configuration of third-party SketchUp plugins and extensions.

Relevant documentation is available on the official SketchUp website.

Redkit reserves the right to refuse to provide or to suspend technical support in the following cases:

• violation of the License Agreement by the Client;
• use of unlicensed software;
• aggressive, inappropriate, or unethical behavior toward technical support staff;
• attempts to circumvent technical restrictions or licensing mechanisms;
• provision of false or misleading information when contacting technical support.

Use of Redkit software products and contacting technical support constitutes the Client’s acceptance of this Policy.

Redkit reserves the right to amend this Policy at any time. The current version of the Policy is published on the Redkit website.

The Client is responsible for independently monitoring changes to the Policy and reviewing its current version.