Mastercam Support Overview

Technical Support Overview

Please use support in the following order:

1. Documentation: Please read the Installation Guide, Transition Guide (if migrating from an earlier version) and the Getting Started Guide for the current version. These documents are very helpful for the installation, set-up and familiarization of your Mastercam system.
2. Mastercam X4 Built-In Help: Mastercam has a built-in Help System that is a great resource. Use the keys “Alt+h” to access the help system. This help system will index itself to the specific topics relating to your location within the software. This makes finding help very quick and easy to use.
3. E-mail: You can send MCX or Z2G files to support@mcamnw.com. Z2G (zip to go) files are preferred because they give us more information about your machine and control definitions, libraries and system information. Make sure that your e-mail explains the problem completely, includes your SIM #, name, company name and the version of Mastercam that you are running. If your email is in regards to an existing customer service case, please be sure to include the HQ# in the subject line to expedite your case.
4. For Phone Support:
   • MCAM NorthWest Technical Support
   • (503) 653-5332
   • 8am to 5pm – Monday through Friday
   • Calls will be answered in the order they are received. If no one is available for immediate assistance you will be forwarded to our tech support voicemail. If your call is in regards to a customer service case that already exists, please be sure to include the HQ# in the voicemail to help us expedite your call. If you are in need of urgent help, (ie. Mastercam system is down), then please let the receptionist know this with your initial call.

MCAM Northwest has implemented the following Mastercam support program.

Full Support / Updateable:*

• Version X4 (Current Release) includes maintenance and non-maintenance customers.
• Version X3 (Previous Release) includes ONLY maintenance customers and 90 days from current version release date for non-maintenance customers.

Limited Support:

• Version X2 (Media Replacements available) Support is limited to hasp setup questions and response time is determined by availability.
• Version X (Media Replacements available) Support is limited to hasp setup questions and response time is determined by availability.

No Support / Updateable:

• Version 9 (NO Media Replacement, NO support, Updateable)

No Support / Not Updateable:

• Version 8 and all previous versions (NO Media Replacement, NO Support, NOT Updateable)

*Note: Mastercam System Down Errors take precedence over other support.

Thank you in advance for understanding how our program works. This program will continue to help us achieve an efficient and timely return for technical support responses.