Where You Fit in the Support Chain
3DISC support runs on three levels. As the end customer, you will almost always start at Level 1 — your dealer — before 3DISC gets involved directly.
Your Dealer Level 1 · You start here
Your dealer installed your scanner and knows your setup. They handle day-to-day issues directly — connectivity, calibration, updates, and basic diagnosis — and are your first call for anything.
3DISC Technical Support Level 2 · Dealer escalation
If your dealer cannot resolve it, they escalate to 3DISC. We provide remote diagnosis, hardware RMA decisions, and deeper troubleshooting using the 3DISC-recommended PC configuration.
3DISC Engineering Level 3 · Complex cases
For systematic issues beyond standard troubleshooting, our engineering team investigates, reproduces, and ships fixes or software updates.
In summary: contact your dealer first, as they are most familiar with your setup. If they are unable to resolve the issue, they will escalate directly to 3DISC — either way, the same team ultimately gets your scanner back up and running.