1. Support Channels

Technical support for Platform users of cube3.pro is provided through the following channels:

  • Email: info@cube3.pro
  • Contact form in the personal account (Support section)

2. Support Hours

Support is available on business days (Monday — Friday), excluding public holidays in Ukraine.

Guaranteed first response time:

  • For all pricing plans: within 24 business hours;
  • For critical technical issues (Platform unavailable): within 4 hours during business hours.

3. What is included in support

Within the scope of technical support, we help with:

  • technical errors and malfunctions of the Platform;
  • questions regarding the operation of the personal account and account settings;
  • issues with uploading and converting 3D models;
  • embedding the embed code into your website;
  • configuring the material configurator and variants;
  • questions regarding pricing plans and payments;
  • general questions about using the Platform API.

4. What is not included in support

Support does not include:

  • creating or editing 3D models upon user request;
  • layout and development of the user's website;
  • optimization and conversion of user's 3D models from third-party formats (except those supported by the Platform);
  • training on third-party software for creating 3D content;
  • development of custom features upon user request within standard pricing plans.

5. How to submit a request

To receive the fastest and most quality assistance, please provide the following when submitting a request:

  • the email address associated with your account;
  • a description of the issue with steps to reproduce it;
  • screenshots or a video recording of the issue (if available);
  • a link to the specific model or page where the issue occurred;
  • your browser and operating system.

6. Updates and Maintenance

In order to improve the quality of service, the Platform may periodically carry out scheduled maintenance. For scheduled maintenance lasting more than 30 minutes, we notify users by email at least 24 hours in advance.

7. Feedback

We value your feedback and suggestions for improving the Platform. Send them to: info@cube3.pro. Although we cannot guarantee the implementation of every suggestion, all of them are considered when planning product development.

8. Contacts

Support email: info@cube3.pro

Response time: up to 24 business hours.