3D Printing Experts who are on standby to provide priority technical support and consultation
Custom 60-minute video consultation session with an EverCare Expert for you and your team
Unlimited access to direct support channels designed to help you troubleshoot quickly
Should your 3D printer need repair, we will cross-ship a replacement printer to prevent downtime
The EverCare Service Plan grants you and your team direct access to our team of EverCare 3D Printing Services Experts. This team will provide expedited and in-depth support regarding any troubleshooting or consultation needs.
When you contact the EverCare team by a direct support channel such as phone, e-mail, or SMS, your correspondence will be automatically assigned to the next available Services Agent. In an effort to provide the most expedient service possible under the terms of this Plan, Your ongoing support cases may be routed to the next available Agent. Each of our Agents is trained to the same degree, and is able to help you in the same manner.
Should you enjoy the correspondence you have had with a particular Agent, or would like to follow-up regarding an ongoing case, you may request the individual by name. Your correspondence may be reassigned to this individual so long as their schedule permits. This may result in a delayed response time. Customer correspondences are addressed on a first-come, first-serve basis.
Within the first 30 days of purchasing the EverCare Plan, the plan owner is eligible for one 60-minute consultation with an EverCare agent. This video training session is intended to aid you and your team gain confidence in the use of your new XiP 3D Printer. The training session will cover 3D printing best practices with XiP, print job setup in our NexaX software, safety and material handling considerations, and other personal agenda items as time permits.
The user will schedule this training via the online booking link provided at the time of purchase or by calling the EverCare hotline. In addition, we will provide an on-demand 30-minute onboarding video to help orient you in unboxing and setup of the XiP. It is highly recommended that you and your team watch this 30-minute onboarding video before scheduling your 60-minute training session.
Should you determine that you and your team are confident with the initial setup and use of your XiP printer after viewing the 30-minute onboarding video, you may defer the use of your 60-minute training session until a later date, at which time you can customize this consultation session to suit your needs. In order to postpone your training session, you must contact an EverCare Service Agent within the first 30 Days of ownership.
Power users need priority access to support services to keep parts printing and projects going. Each User will have the option to initiate and troubleshoot service requests with the EverCare Service team by reaching out via the EverCare phone hotline, direct SMS text message from a registered cellphone number, or by scheduling a video meeting via an online booking link These services will be provided via a first-come (first-schedule) basis with an objective of returning any communication within 2 hours of contact with Nexa3D during the standard hours of operation.
In an effort to provide thorough support for all of our Evercare customers, video and phone calls may be limited to one hour. You are able to use the aforementioned premium contact methods at any time, on a reasonable unlimited basis, under the terms stated above. This is considered a “reasonable use” of the policy, and abuse of this policy, such as continued extended phone or video correspondences, or “spamming” our ticketing system for visibility, will be reviewed and considered for termination of this Plan Agreement.
Emails, calls and video chats may be recorded for training purposes and support auditing.
While the XiP is designed to be reliable, ultimately hardware may break. We know that individuals who use desktop printers often rely on only a few machines, and any downtime dramatically impacts the customer’s ability to achieve projects. After raising a support request, the service agent will work with the customer to rapidly troubleshoot any hardware issue. If deemed that the issue cannot be solved by the user with a reasonable amount of effort under the direction of the service agent, the agent will offer a printer Hot-Swap. In this case, we’ll send the customer a working printer at the first availability, and the User will return the broken printer within 3 days of receipt of the Hot-Swap printer.
Upon request, User may elect to keep the Hot-Swap printer or exchange it for the original printer once repairs are complete. In the later case, the User is responsible for the return shipping charges to exchange the Original Printer with the Hot-Swap unit.
If the necessary repairs are not covered by the limited or Extended Warranty, the User will be charged a relevant repair fee. This fee will not be charged automatically, and will instead be discussed with you prior to placing an order.
Keeping the customer printing is our #1 job. The EverCare plan will give any customer the option to create a recurring schedule to purchase consumables and materials (photopolymer resin). The order management, shipping, and handling will be handled by the Nexa3D Services Team, and charged to the purchase method on file.
In the case of an emergency need for a consumable or material, the EverCare team can expedite the handling of your order shipment through our local warehouses. Shipping rates based on your required shipping speed (2-Day, One-Day, Overnight) will be clearly stated and charged to your account upon your approval of a Priority Order.
Due to the Global Supply-Chain for our product offering, we cannot guarantee that all consumables, materials, and user-serviceable components will always be in-stock. Should a requested item be out-of-stock at the time of your Priority Handling request, we will notify you before proceeding with the order.