Support for VenturusEQ customers
If your shop already quotes in VenturusEQ and something is wrong, write to support@venturuseq.com or use the form below, and a person who works on the product replies within one business day. The more precisely you point us at the quote, the line and the file, the faster the answer.
Five things to include so the first reply is a useful one
- The quote number or the RFQ number. The product creates them: a quote number starts with Q and an RFQ number with RFQ, each followed by a date and a sequence. Either one takes us straight to the record.
- The file name as the package shows it, and which line it is attached to, if the problem is about a drawing, a model or a parts list.
- What you did, what you expected, and what happened instead. A screenshot helps, with anything confidential covered.
- Roughly when it happened and who was signed in. Every action is in the audit log, and a time and a name find it quickly.
- Nothing controlled and no secrets. Do not attach export-controlled or customer-confidential files to an email; name them instead. Inside the product every open of a controlled file is written to the controlled-access ledger, and email is not. Never send passwords, recovery codes or connection strings: we never ask for them, and if someone claiming to be VenturusEQ support does, stop and write to support@venturuseq.com.
[PLACEHOLDER: support hours and what counts as urgent]
Email support directly
Read by people who work on the product. You get a copy of your message straight away.
Where your data lives
Where files live, who can see them, the controlled-access ledger and the promise that customer data is not used to train AI models are written down in the security and data ownership statement. The same statement is served signed-out from inside the product.
If you are not a customer yet
Pricing, proposals and walkthroughs are handled by sales: contact sales or request a walkthrough.
What happens after you send a message
A receipt comes back straight away
A copy of your message comes back to you by email so you know it arrived and what you sent.
A person replies within one business day
Someone who works on the product reads it and answers with a fix, a workaround, or a precise question if we need more to go on.
If it is a defect, we say so
It goes into the engineering queue with your quote number attached, and we tell you when the fix reaches your instance.
Tell us what happened
Quote or RFQ number, file name, what you expected and what happened.
Questions support hears most
A file will not read or measure. What do I check first?
The health glyph on the file row. A zero-byte, flagged or scan-failed file will not open anywhere in the product, on purpose. STEP, IGES, DXF, DWG and STL are measured; Parasolid, SAT and native SolidWorks files are kept with the package with their previews, and a STEP export of the same part is measured. For a PDF, the coverage line under the read says which sheets were read. If none of that explains it, send the RFQ number and the file name and we will look.
A price looks wrong. Where did the number come from?
Every number in a quote is quantity times unit cost or hours times rate, in one of five buckets, and the rate arm the engine used is recorded on the line. Open the line's pricing tab and follow the build-up. If it still looks wrong, send the quote number, the line and the figure you expected.
Why can a colleague see a line but not edit it?
One person edits a line at a time. A line being edited is leased to that person; a colleague can take it over or wait for the company-set timeout. If nobody holds the lease and the fields are still read-only, check the person's role and the estimating write tier, then write to us.
How do I report a security concern?
Write to support@venturuseq.com with the word Security in the subject line. Do not put controlled files or the details of a weakness in that first message; a person replies within one business day with how to share them safely.