How to get paid support

Aspose.3D Product Family
1

Hello guys. I’ve emailed already a couple days ago to get a general idea how to purchase and get premium support as we have hard time working with Aspose3D. No answers so far.

We are working on enterprise level pipeline that converts tens of thousands JT models to GLTF. I’ve ran multiple tests and found Aspose3D to be exactly what we need. However, now we would like to use either Aspose Cloud to run conversion on Asponse end or Aspose NodeJS SDK to do this conversion in our environment.

The Apose Cloud is actually preferred option as it seamlessly integrates with AWS S3, but the only issue is that the output of GLTF file is in version 1, which is outdated version. Oddly enough, the demo page on your site does conversion to GLTF v2.

Similarly, trying to install and run aspose3d NPM package fails big time on my end.

This is why I’ve been pushing my org to purchase premium support but can’t get any specifics from you guys.

Thank you in advance.

2

@vasyl.martyniuk

We can provide you with Aspose 3D Paid Support Helpdesk – the premium support option for Aspose 3D [4].
To obtain it, submit a request through the Contact Us form on the Aspose website or email the Aspose sales team; they will reply with pricing, SLA details and the steps to activate the paid‑support subscription [4].
Once the premium support subscription is active you will receive a dedicated help‑desk ticket‑system, priority response times and direct assistance from our support engineers [4].
If you encounter any technical issues (e.g., GLTF v2 output or NPM package installation) after the subscription is in place, feel free to open a ticket and we’ll help you resolve them.

3

Well, I did this already - sent email to sales team and only crickets…

4

@vasyl.martyniuk

To obtain Aspose 3D Paid Support you need to request it through the Contact Us form on the Aspose website or by emailing the Aspose sales team; they will reply with pricing, SLA details and the activation steps for the paid‑support subscription [1].
After the subscription is activated you receive a dedicated help‑desk ticket system, priority response times and direct assistance from support engineers [1].

If you have not received a reply to your sales e‑mail, try the following:

  1. Submit the request via the Contact Us form (https://www.aspose.com/contact-us) to ensure it is routed correctly.
  2. Verify that the sales e‑mail address you used is correct and check your spam/junk folder.
  3. As an alternative, use the phone number listed on the contact page to speak with a sales representative.

Once the sales team confirms the purchase, they will provide you with the credentials to access the Aspose 3D Paid Support Helpdesk where you can open tickets for any technical issues [1].

5

Mmmda. The contact form URL leads to 404 page. You guys have a good product, but…

6

Hi Vasyl,

Thanks for your post, and I’m sorry for the troubles. You mentioned that you’d sent an email to sales but only crickets. I searched the sales email for your email address and name, and I’m not finding any correspondence. Are you able to share what email address you used and/or when it was sent? I’d like to find out where things went off track.

Regarding paid support, you can find some high-level information about our offerings and pricing on this page: Paid Support Helpdesk - aspose.com

You’ll need to drill down to the various levels to see pricing. The level of support that one can purchase is based on the order type that’s made. Please let me know if you have any questions about which license type is appropriate for your use case.

Lastly, I’ll keep a watch on this post to ensure you receive quick and helpful answers. I’m sorry again for the less than ideal start. Thanks.

7

I just noticed I sent the link for our aspose.com products. Here is a link for our cloud products in case you’d like to review it too. Thanks!

8

Hi @vasyl.martyniuk

Could you describe how you’re using Aspose.3D Cloud to save a model as GLTF?

When exporting to GLTF, you can set the FileFormat parameter to either gltf2 or gltf2_binary`. Both options produce a GLTF file that conforms to version 2 of the specification.

Regards,

9

@lex.chou that is super helpful. I was using the “gltf” format for the newFormat type. By using “gltf2_binary” it did allow me to convert model properly.

I will work with my client’s procurement team on purchasing the premium support when we will be moving it all to production.

Thank you.