RD8 Software Support

Support hours

Software Support is available Monday–Thursday 08:00–17:00 and Friday 08:00–15:00 CET. 

Support is not available on weekends or Danish public holidays.

What support covers

Software Support covers the current version of the RD8 Software, so please make sure you are on the latest release before reporting an issue. We do not guarantee a specific fix or outcome. Where reasonably required to operate the software or provide support, you grant RD8 access to the relevant data.

Submitting a request

Requests are submitted by an authorised User and should include:

• Contact details of the person reporting the issue
• A description of the issue and how to reproduce it
• Relevant logs or screenshots

Browsers

Designed for Google Chrome.

Use the latest supported browser version. 

If an issue is resolved by switching to a recommended browser, that is treated as a corrective action to be carried out before contacting support.

Response time targets

These targets apply within support hours. They are non-binding targets, not guaranteed resolution times.

Availability

RD8 aims for — but does not guarantee — 99.5% uptime, excluding planned and emergency service windows:

• Planned service windows: every Wednesday 18:00–22:00 CET
• Emergency service windows: high-risk security patches or hardware replacement that cannot reasonably be postponed

Where possible, emergency maintenance is scheduled during low-usage periods and notified in advance.

Out of scope

The following are outside standard support and handled under a separate agreement, billed at RD8’s hourly rates:

• Implementation and training (under the Main Terms and the applicable SOW)
• Engineering of your own products
• Third-party products
• Interpretation of output
• Installation
• Model or template building
• Simulation
• PDM or PLM setup
• Process design
• Project-specific training