SUMMARY
Different departments at Foundry assist with a range of different issues. This article is designed to help direct you to the relevant department, in order to get the fastest response to your queries.
MORE INFORMATION
SUPPORT
Our Support team provides help with commercial products, license and website related questions or issues. You can submit requests through the Support Portal. Please see Q100064: How to raise a support ticket for more information on how to submit a ticket.
Examples of issues usually dealt with in Support:
- A product crash / freeze or incorrect behaviour
- Feature requests
- Product workflow questions
- Hardware compatibility questions
- Testing/logging bug reports with our Engineering teams
- Issues installing your licenses
- Problems with your expected license count
- Issues with license checkout behaviour
- Questions about how your license can/should work
- foundry.com account access issues (such as logging in, changing email etc)
- Issues downloading a product or a broken link on our website
- Incorrect information on our Support Portal
SALES
Our Sales team provides assistance with general product purchases.
You can contact our Sales team by emailing sales@foundry.com, or you can request a call back here: https://www.foundry.com/about-us/sales-callback-form
Examples of issues usually dealt with in Sales include but are not limited to:
- Maintenance renewals requests
- Cancellations/ refund queries
- Purchase questions
- Requests for demo licenses
- Temporary test license requests
Online purchases and trials can be accessed through the website.
LICENSES
Our Sales Support team is responsible for license generation.
For questions regarding license keys, email licenses@foundry.com.
Examples of issues usually dealt with in Licensing include:
- License file regeneration
- License transfer requests
- Virtual Machine enabler requests
- Failover license requests
- Resending license files
ACCOUNTS
Our Accounts team is responsible for providing help with payment.
You can contact Foundry Accounts by emailing accounts@foundry.com.
Examples of issues usually dealt with in Accounts include:
- Invoice requests to track expenditures
- Payment questions
- Value-Added Tax questions
- Sales tax queries
- Secure Worldpay payment link request for credit/debit card payments
- Registration for Customer Portals
- Completion of Vendor forms
- Certificate of Residency queries
- With-holding tax queries
EDUCATION
Our Education team is responsible for providing students and education institutions with licenses.
For student or graduate license enquiries our Education Support team can be contacted through our website or via email at educationsupport@foundry.com.
- Student license/payment queries
- Student license pricing
- Student license transfer request
- Purchasing a new student license
- Student license general inquiry
- First Year free license requests
For Education Institutions and Faculty license enquiries, please email education@foundry.com.
Examples of issues usually dealt with in our Education team include:
- Education license resending/regenerating/renewing requests
- Graduate upgrade to commercial licenses
- Classroom or faculty license purchases and renewals
- License queries related to classroom or faculty purchases
- Graduate upgrade to commercial licenses
COMMUNITY
Foundry’s community product forums are a place to discuss projects and customization problems as these have a mix of new and experienced users participating, including Foundry staff. Foundry’s product forums are an open community and not an official support platform.
The community is also available for non-commercial customers who are looking for help from other artists with the products, such as Mari Non-commercial, Nuke Indie and Nuke Non-commercial.
You can access the community at http://community.foundry.com and our dedicated forums at:
LEARN
You can access the Foundry Learn site to provide feedback and rate your experience on the learn/documentation pages of our website, by clicking the feedback link on the right side of the page. This link will open a form which will capture your comments and send them directly to our Learn team, who will review the comments then get in touch with you.
FURTHER READING
Please visit our Support Portal for any specific product questions or queries.
We're sorry to hear that
Please tell us why