Software Support Terms & Conditions

SOFTWARE SUPPORT POLICY

1. Perfect Laser will only install your machine’s operating software on computers running Windows 7 or 10. We currently do NOT support Windows 11, although we are testing compatibility and may do so in the future. Certain limited versions of Windows such as “Home” will not work correctly. Our installation will be limited to Corellaser (for PLT-3040 and PLT-6040 machines), RDWorks (for the HQ range and larger machines), and EZCad (for fiber engravers). Printer software is MainTop/ATools (for Eco solvent machines), and PrintExp/Riprint/Wellprint/PhoPrint (for UV printing machines)
2. Software for operation of waterjet cutters, fiber cutters and other large machines is preinstalled on the industrial computer supplied with such machines. Design software such as CorelDraw does not form part of the operating software and as such it is your responsibility to install / upgrade your design software.
3. We can not and will not support pirated / copied software at all.
4. Should an issue arise where we suspect your software / PC is at fault, we will use one of our computers to demonstrate that your machine is operational.
5. Where possible, and within reason, we will ask our software specialists to assist via Ultraviewer to identify and/or correct the issues. For this you MUST have an Internet connection. There is, however, no guarantee that we will be successful.
6. If required, we can supply (at a reasonable cost) a dedicated PC or notebook that is already set up with the operating software.
7. We also recommend that you bring in your laptop or PC so that we can install and test the operating software prior to the installation date. This will allow us to ensure that your laptop or PC will work with our equipment ahead of time and allows you to have more time to focus on training on the day of installation.
8. We are not responsible for your IT/network infrastructure issues. Our jurisdiction ends after we have installed the software on your laptop or PC and have tested it with a direct connection from the Ethernet or USB cable provided with your machine. Should you wish to connect via a server or network, you will need your IT specialist to assist.
9. Ongoing software support does not include change of operator / staff, problems caused by software updates, such as Windows, anti-virus and design software updates; hardware crashes, loss of data, computer upgrades or replacements; and user changes to factory settings.
10. Certain software, including but not limited to SignMaster, AnyCut, and CorelDraw, are used and activated using Serial Keys. These Serial Keys are unique to each Machine/Customer and can generally only be installed on one PC at a time. Should the Serial Key become misplaced or the PC/Laptop that the software is installed on become unusable for whatever reason, it is not the responsibility of Perfect Laser for the recovery of such software or Keys. Certain other software is reliant on a “dongle” (similar to a USB device) plugged into a USB port on your PC/Laptop for the licence key. Should this device be misplaced or lost, Perfect Laser will not be held liable for costs to replace it.
11. We will assist with file integrity assessments within reason via online support. In many cases, your machine’s output can often be improved, simply with better design parameters
12. Although Perfect Laser will always support our machine functions, there are cases where we may not be familiar with every substrate or material known. The same applies to software file conversion from one platform to another or design integrity issues. Perfect Laser will not be responsible for advanced material or sofware and design support.
13. If you purchase one of our machines second-hand from another client, a transfer of ownership needs to be completed on our system. Unless the new owner has completed our training and maintenance course and the machine has been verified as being set up correctly, there will be limited support offered.