Help with digital solutions
If you need help with your digital equipment or software, you are welcome to contact our specialists.
Opening hours
Support is open on non-holiday weekdays, Monday–Thursday 8:00 a.m. – 5:00 p.m.
Friday and weekdays before public holidays 8:00 a.m. – 3:00 p.m.
Lunch closure every day 12:00 p.m. – 1:00 p.m.
Telephone 010 500 61 90 Email support@forstec.se
We provide support through TeamViewer (remote support). That way, we can help you in the best possible way.
Download the program here
Support agreement
Whether you have purchased a new scanner or already have a scanner from before, it can be reassuring to get help with installation, updates and any troubleshooting of software or hardware. With Forstec’s support agreement, you receive support and assistance with many types of problems.
We update and adapt your new computer as needed and make sure it is ready for use.
The following is included in Forstec’s support agreement for scanner and PC
- Help solving problems in the event of error messages.
- Troubleshooting situations where problems have arisen in the software with modules.
- Errors in the system where data is processed incorrectly, for example import and export functions.
- New installation and updates of software purchased from Forstec Dental are carried out on the customer’s computer and/or server. The work includes up to 1 hour; any additional time is charged according to the current rate.
- Errors and complications with hardware (scanner) that has been purchased and is administered by Forstec Dental.
- All technical support is provided via telephone and TeamViewer.
3Shape
If you have purchased your 3Shape scanner and PC with an annual license subscription from Forstec, support is included and the agreement continues as long as you keep your subscription. If you have an existing scanner administered by another supplier, you can transfer the administration of it and its licenses to Forstec and at the same time benefit from our support agreement.
Cadstar
If you have purchased a Cadstar scanner with Exocad software, our support is included for one year if you purchased perpetual. If the perpetual license is renewed every year, support continues to be free. When purchasing the flex model, free support is included on an ongoing basis as long as the annual license fee is paid. The agreement continues until termination is made at the customer’s request*. Termination of the support agreement must be made three months before it expires, to avoid automatic renewal.
Cases beyond the above may be charged as ongoing consulting.
Examples of cases where a support matter means billable consultation*
- Forstec does not provide support for PC hardware, even if it was purchased through Forstec. Any hardware-related questions are referred to the computer manufacturer, which offers a three-year warranty on the hardware.
- Help with creation and design in software, which is fundamentally a training matter.
- Help with configuration or system settings that are not related to Forstec’s installation (for example network problems).
- If support receives a support case which, after investigation, is found to have arisen due to incorrect handling.
- When installing a new server or removing an old server before an upgrade, Forstec is not responsible for any problems that may arise during the work, as some circumstances are beyond Forstec’s control.
- Software that is no longer supported by 3Shape/Exocad.
- Forstec does not provide support for Windows operating systems and network configuration.
For support cases where no agreement exists or is not valid, a fee of SEK 595 excluding VAT is charged per commenced half hour for remote connection. For on-site visits, a higher hourly rate applies.
Termination of the support agreement must be made three months before it expires, to avoid automatic renewal.
** Taking out a new support agreement that is not included in your license fee costs SEK 6,000 per year and continues until termination is made at your request.