Support Policy

Redkit.pro provides technical support services (hereinafter referred to as technical support) exclusively for Redkit products. Support focuses on topics such as installation, configuration, use and error correction. Technical support is provided for the entire period of access, which is calculated from the moment of activation of the paid package. Technical support is not provided for free packages.

SUPPORT HOURS

Technical support is available from Monday to Friday, from 09:00 to 18:00 (+5 GMT).

 The technical support team does not work on weekends and public holidays. 

SUPPORT CHANNELS

We only provide technical support for Redkit products, and only through a dedicated technical support contact form (requires active access to any paid package).

LANGUAGE SUPPORT

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

OPERATING SYSTEM SUPPORT

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

macOS and other operating systems are not covered by technical support, so we do not provide assistance with installing and configuring EasyKitchen for this system. Technical support for macOS users is only available for questions regarding work directly in the EasyKitchen environment. 

ANSWER TIME

During business hours, a response to your request may take from several minutes to several hours.

Please note that depending on the complexity of the problem and the workload of the technical support team, the response time may increase.

If you have not received a response during the business day, check your Spam folder. The letter may have ended up there.

If your request falls on a weekend, then the response from technical support will be on the next business day. 

WHAT IS NOT INCLUDED IN TECHNICAL SUPPORT

• Add, change or remove functionality to suit your specific needs.
• Integration of third-party extensions and services.
• Support for third-party extensions and services.
• Questions related to developing or optimizing Redkit libraries.
• Questions related to working in SketchUp that are not related to Redkit products.
• Resolving issues arising from the subscriber's use of unlicensed software.
• More than one remote installation of EasyKitchen and add-ons per workstation, during one user access cycle (365 days).
• Questions related to visualization plugins.
• Questions related to the production and design of furniture.

BEFORE ASKING A QUESTION

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

SKETCHUP TECH SUPPORT

To work with the library, you must have basic knowledge of the SketchUp program. Technical support does not include assistance in mastering the SketchUp program, its configuration, installation of third-party plug-ins and extensions. For this, there is documentation for SketchUp on the official website of the program.

TECHNICAL 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 change this policy at any time, in which case such changes will be reflected on this page. It is the responsibility of the site visitor to familiarize themselves with the current support policy.