Overview

The EverCare Service Plan is a premium paid service offering (“EverCare Plan”) provided by Nexa3D Inc. (“Nexa3D”, “we”, “us” or “our”) designed to support Nexa3D’s customers and teams (collectively, “Customer,” “you” or “your”) with the initial setup of, and continued proficiency with, your XiP 3D Printer.

The EverCare Plan includes:

  • Standard Services – offered to all Customers of the XiP ecosystem:
    • Knowledge Base – Our online support portal full of in-depth self-help tools
    • Live Chat – Real-time text chat with live Nexa3D support agents
    • Email Support – Asynchronous technical support via our email ticketing system
  • EverCare Services – offered only to paying subscribers of the EverCare Service Plan
    • A dedicated team of EverCare service agents – 3D Printing support experts (“EverCare Experts”) who are on standby to provide priority technical support and consultation
    • Live video training session – A custom 60-minute video consultation session with an EverCare Expert for you and your team to gain proficiency with your XiP 3D Printer. This can be used for either initial onboarding, or for further clarification after you’ve gained experience with the printer.
    • Unlimited Direct Support – Direct support channels designed to help you quickly troubleshoot print or hardware issues:
      • Phone Support – A dedicated EverCare support hotline for quick answers to your troubleshooting or purchasing questions
      • Video Support – On-Demand, short video consultation sessions that can be requested during a support conversation to expedite troubleshooting, as well as live screen-sharing to help with a nuanced software question
    • Printer Hot-Swap – Should your XiP 3D printer need a physical repair, we will cross-ship a replacement printer to you to limit downtime while we service your device
    • Consumables Subscription Management – set an auto-renewing consumables order based on a cadence of your choosing 
    • Priority Handling – Priority shipping of in-field replaceable hardware components and consumables when you get into a pinch

Standard Hours of Operation

All services methods, both Standard and premium EverCare Services, will be offered during our stated business hours: Monday through Friday, 9 AM to 8 PM Eastern Time (US), not including holidays.

Agreement and Registration Process

When you purchase an EverCare Plan, the main buyer, or point-of-contact, will receive the EverCare Services Agreement (the “Agreement”) for you to accept these services by clicking a button or checking a box marked “Submit”, “I Agree”, “I Accept”, or something similar, or by otherwise affirmatively manifesting your assent to the Agreement. If after 90 days, the Agreement is not accepted, the EverCare Plan will be canceled and refunded.

The acceptance of the Agreement serves as the registration step to begin accessing your EverCare Plan and provides the necessary contact information for you to communicate with the EverCare team. The Agreement may be reassigned to a different responsible individual, separate from the point of contact.

The individual accepting the Agreement becomes the EverCare Plan Owner (“You”). At the time of acceptance, You will be asked to identify and register up to five (5) individuals, including Yourself, who are permitted to interact with the EverCare Experts under the terms of the Agreement (collectively, the “Users”). These Users (“Users”) will be registered within our system under an account (“Account”) associated with You, or Your organization, and Your XiP printer. Users will be registered by name, email, and phone number to cover each of the premium service methods described below and receive service updates periodically.

If You would like to register additional Users at a later date, You can do so by contacting an EverCare Plan representative. You may change or remove registered Users once per annual quarter (i.e., once every 3 months). Registration of new Users, or modifications of contact information may be made at any time by contacting an EverCare Expert.

Subscription Term & Coverage

The EverCare Plan is sold by Nexa3D Inc. and Nexa3D Authorized Service Resellers and has a coverage period of 12 months from the date of acceptance of the Agreement or the XiP printer registration date, whichever comes latest. The Agreement and EverCare Plan auto-renews annually on the latest of the above dates, at the prevailing list price of the EverCare Plan. You have the right to opt out of renewal with advance notice of 30 days by contacting Your EverCare Expert.  An automated reminder email will be sent 60 days prior to this renewal, for Your convenience.

Each EverCare Plan covers one (1) XiP printer and up to five (5) Users who may initiate and receive services under the EverCare Plan. The specifications of the registration process are further described in the Agreement and Registration section above. Should You choose to purchase multiple XiP printers and would like to have the hot-swap benefit for each device, an additional EverCare Plan must be purchased for each device. It is recommended that You purchase a plan at the same time as Your printer purchase to align with the 1-Year Manufacturer’s Limited Warranty. However, the EverCare Plan can be purchased at any time.

The EverCare Plan does not extend the 1-Year Manufacturer’s Limited Warranty for Your XiP printer. If You would like to extend the warranty coverage for Your XiP printer, an Extended Warranty can be purchased for an additional fee within 30 days of your initial printer purchase.

Description of EverCare Services

Dedicated team of EverCare Service Agents

The EverCare Plan grants You and Your team direct access to our team of EverCare Experts for 3D Printing Services. This team will provide expedited and in-depth support regarding any troubleshooting or consultation needs.

When You contact the EverCare team by a direct support channel such as phone or e-mail, Your correspondence will be automatically assigned to the next available EverCare Expert. Each of our EverCare Experts is trained to the same degree and can help You in the same manner. To provide the most expedient service possible under the terms of this EverCare Plan, Your ongoing support cases may be routed to the next available EverCare Expert. Customer correspondences are addressed on a first-come, first-serve basis.

60-minute Live Video Training Session

Within the first 30 days of purchasing the EverCare Plan, You are eligible for one 60-minute consultation with an EverCare Expert. This video training session is intended to aid You and Your team gain confidence in the use of Your new XiP 3D Printer. The training session will cover 3D printing best practices with XiP, print job setup in our NexaX software, safety and material handling considerations, and other personal agenda items as time permits.

You or the User will schedule this training via the online booking link provided at the time of purchase or by calling the EverCare hotline. In addition, we will provide an on-demand 30-minute onboarding video to help orient You in unboxing and setup of the XiP. It is highly recommended that You and Your team watch this 30-minute onboarding video before scheduling Your 60-minute training session.

Should You determine that You and Your team are confident with the initial setup and use of Your XiP printer after viewing the 30-minute onboarding video, You may defer the use of Your 60-minute training session until a later date, at which time You can customize this consultation session to suit Your needs. In order to postpone Your training session, You must contact an EverCare Expert within the first 30 days of ownership.

Unlimited Direct Support

Power users need priority access to support services to keep parts printing and projects going. Each User will have the option to initiate and troubleshoot service requests with the EverCare team by reaching out via the EverCare phone hotline, direct SMS text message from a registered cellphone number, or by scheduling a video meeting via an online booking link These services will be provided via a first-come (first-schedule) basis with an objective of returning any communication within 2 hours of contact with Nexa3D during the standard hours of operation.

In an effort to provide thorough support for all our EverCare customers, video and phone calls may be limited to one hour. You can use all contact methods at any time, on a reasonable unlimited basis, under the terms stated above. This is considered a “reasonable use” of the policy, and abuse of this policy, such as continued extended phone or video correspondences, or “spamming” our ticketing system for visibility, will be reviewed and considered for termination of the Agreement.

Emails, calls, and video chats may be recorded for training purposes and support auditing.

Printer Hot-Swap

While the XiP is designed to be reliable, ultimately hardware may break. We know that individuals who use desktop printers often rely on only a few machines, and any downtime dramatically impacts Your ability to achieve projects. After raising a support request, the service agent will work with You to rapidly troubleshoot any hardware issue. If it is deemed that the issue cannot be solved by the User with a reasonable amount of effort under the direction of an EverCare Expert, the EverCare Expert will offer a printer to use in the meantime (“Hot-Swap Printer”). In this case, we’ll send You a working printer at the first availability, and You will return the broken printer (the “Original Printer”) within 3 days of receipt of the Hot-Swap Printer.

Upon request, You may elect to keep the Hot-Swap Printer or exchange it for the Original Printer once repairs are complete. In this case, You are responsible for the return shipping charges to exchange the Original Printer with the Hot-Swap Printer.

If the necessary repairs are not covered by the limited or Extended Warranty, You will be charged a relevant repair fee. This fee will not be charged automatically and will instead be discussed with You prior to placing an order.

Consumables subscription management and Priority Handling

Keeping the customer printing is our #1 job. The EverCare Plan will give any customer the option to create a recurring schedule to purchase consumables and materials (photopolymer resin). The order management, shipping, and handling will be handled by the Nexa3D team and charged to the purchase method on file.

In the case of an emergency need for a consumable or material, the EverCare team can expedite the handling of Your order shipment through our local warehouses. Shipping rates based on Your required shipping speed (2-Day, One-Day, Overnight) will be clearly stated and charged to Your Account upon your approval of a priority order.

Due to the Global Supply-Chain for our product offering, we cannot guarantee that all consumables, materials, and user-serviceable components will be always in-stock. Should a requested item be out-of-stock at the time of Your priority handling request, we will notify You before proceeding with the order.

Legal Agreement

This page outlines the general terms of the EverCare Service Plan agreement. These terms, and further legal terms, will go into effect upon acceptance of the Evercare Services Plan Agreement.

EverCare Contact Information

The contact information for the EverCare Plan will be provided within the EverCare Services Plan Agreement.

Customer Information

The following will be submitted upon acceptance of the EverCare Services Plan Agreement.

  • Evercare Services Plan Owner
  • Up to 5 total Authorized Users
  • XiP Printer Serial Number