Verisurf Support Overview

Verisurf / Master3DGage Technical Support Overview

It is our goal to consistently provide the highest level of service and support to each of our valued customers. By following our Support Steps below, you can be assured that your issue will be resolved as quickly and correctly as possible, and will continue to help us reduce response time for technical support issues.

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1
DOCUMENTATION

Verisurf is two pieces of software working together. You will likely find the Mastercam Installation Guide, Transition Guide (if migrating from an earlier version) and the Getting Started Guide for the current version helpful for the first steps of installation and familiarization of your Verisurf system. Visit Verisurf for up to date files and download instructions.

2
VERISURF BUILT-IN HELP

Verisurf has a built-in Help System that is a great resource. Each operations tab has a linked help function and a reference guide which are the question mark and book symbols. All the reference guides can be accessed from the Verisurf drop down at the top under “user manuals.”

3
EMAIL SUPPORT

You can send MCX, MCX-5, MCX-6, MCX-7, or MCX-8 files to mikem@mcamnw.com. Make sure that your e-mail explains the problem completely, includes your SIM #, name, company name and the version of Verisurf that you are running. If your email is in regards to an existing customer service case, please be sure to include the HQ# in the subject line to expedite your case.

4
PHONE SUPPORT

Send .MCX or Z2G (Zip 2 Go) files to support@mcamnw.com. Z2G (Zip 2 Go) files are preferred because they give us more information about your machine and control definitions, libraries and system information. Make sure that your e-mail explains the problem completely, includes your SIM #, name, company name and the version of Mastercam that you are running. If your email is in regards to an existing technical support case, please include the Ticket Number assigned to your case in the subject line.

5
ADDITIONAL EMAIL SUPPORT

MCAM Northwest Verisurf Support (please remember to include copies of any pertinent files in your email for faster service)

PLEASE NOTE

MCAM Northwest has implemented the following Verisurf support program:

Full Support / Updateable:*

Version X7 (Current Release) includes maintenance and non-maintenance customers
Version X6 (Previous Release) includes ONLY maintenance customers and 90 days from current version release date for non-maintenance customers

Limited Support:

On the following versions support is limited to hasp setup questions and response time is determined by availability.
Version X5 (Media Replacements available)
Version X4 (Media Replacements available)
Version X3 (Media Replacements available)

No Support / Updateable:

Version X2 (NO Media Replacement, NO support, Updateable)

No Support / Not Updateable:

On the following versions and all previous versions:
Version X (NO Media Replacement, NO Support, NOT Updateable)
Version 9 (NO Media Replacement, NO Support, NOT Updateable)
Version 8 (NO Media Replacement, NO Support, NOT Updateable)

*Note: Verisurf System Down Errors take precedence over other support.

Thank you in advance for understanding how our program works. This program will continue to help us achieve an efficient and timely return for technical support responses.

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