1. What support covers
Support relates to the HotWire4X software, and to it alone:
- installation and license activation on a configuration meeting the published system requirements;
- reproducible malfunctions of the Software;
- questions about the Software’s functions that the documentation does not answer.
Assistance is provided within the means of an independent publisher: seriously, but without any contractual commitment as to time or outcome. This policy does not derogate from applicable mandatory law.
2. What support does not cover
Without this list being exhaustive:
- your machine and all hardware: mechanics, electronics, boards, power supplies, wiring, wire, motors — their selection, assembly, compliance and maintenance are yours;
- firmware modified by you, or installed on hardware that does not match the published documentation;
- cutting settings (heat, speeds, materials) and cutting results: they depend on your machine, your materials and your environment;
- the design of your parts and projects; individual training (which is the subject of separate offerings); bespoke development;
- computer configurations outside the published system requirements.
Support never validates the safety of a machine, of wiring or of an installation. No answer from support constitutes approval, certification or safety validation of anything: the safety of your machine and of its operation rests with you alone (see the EULA, Section 5).
Emergencies. E-mail support does not handle safety emergencies. In the event of an incident or abnormal behaviour of your machine: emergency stop, then complete disconnection of mains power and of the USB cable before any intervention (EULA, Section 5).
3. How to contact us
Single channel: contact@hotwire4x.com, in French or in English. Reply usually within 3 business days (indicative, not contractual). No telephone support, no remote intervention.
4. Admissibility of a request
To be handled, a malfunction report must include: the exact version of the Software, the operating system, a step-by-step description allowing the problem to be reproduced, and where applicable the project file and the error messages. Incomplete requests are held pending receipt of those elements. Support may ask for further tests; the user’s cooperation is a condition of processing (and a condition of eligibility for a refund for a blocking defect — see the Refund Policy).
5. Updates
Corrective updates are distributed through the official download channel. Keeping to the latest version is a condition of support: anomalies already fixed in a published version are not handled on earlier versions. Assistance is provided for the major version currently on sale.
6. Conduct
Support is provided by humans. Abusive, threatening or manifestly improper exchanges bring assistance for the request concerned to an end.
7. Pre-release versions (beta)
Versions marked “beta” carry no commitment of assistance whatsoever. Feedback is welcome and handled as availability allows, with no guaranteed time or outcome. Sections 2 (exclusions) and 4 (admissibility) still apply: useful feedback states the version, the operating system, and how to reproduce the problem.