AON3D Customer Success

Introduction to Support at AON3D

Our technical Support Team will respond to support request that are sent to help@aon3d.com. Once you contact us through this email, your request will come into our help desk and be assigned a ticket number.

We respond to the requests as they come in, one by one. Priority is given to customers who have purchased a Success Plan. It will not be faster to send more than one request for the same technical issue. However, if you feel that the issue has evolved into a different symptom, please send another request.

If you have not heard from our Success Team, there could be an issue with your organizational fire walls. Unfortunately, sometimes our HelpDesk emails can get caught in organizational firewalls. Please ask your IT team to follow the instructions in this article to whitelist the IP addresses and domains to ensure you will receive our email replies: Atlassian cloud IP ranges and domains

How can I help my support request?

  • Sending photos of the print
  • Sending any factory files that you had used with the print
  • Sending any videos with sound of issues that were hardware based
  • Have you read through our manual first? Some common problems may be solved in the Installation, Calibration and Maintenance guides.

Do I have a Success Plan?

AON3D Success Plans offer consultation on print process and other useful support! You can find more information by following this link: https://www.aon3d.com/success-plans/