Ultimaker Software and Service levels

Ultimaker offers three service Software and Services plans: (i) Ultimaker Essentials, Ultimaker Professional, and Ultimaker Excellence. The specifics of each of these Software & Service plans are set out below.

Software & Service PlanUltimaker EssentialsUltimaker ProfessionalUltimaker Excellence
Number of printers and number of users• Unlimited• Depending on subscription tier• Depending on subscription tier
Ultimaker Cura• Ultimaker Cura Enterprise• Ultimaker Cura Enterprise • Native CAD handling• Ultimaker Cura Enterprise • Native CAD handling
Ultimaker Digital Factory – Library• Maximum 5 projects • Maximum 20 files per project • Company sharing (max. 5 projects)• Unlimited projects • Unlimited files per project • Company sharing (unlimited) • Team sharing (unlimited)• Unlimited projects • Unlimited files per project • Company sharing (unlimited) • Team sharing (unlimited)
Ultimaker Digital Factory – Reporting• Printer reporting• Printer Reporting • Fleet reporting • Project reporting• Printer Reporting • Fleet reporting • Project reporting
Ultimaker Digital Factory – IntegrationsNot includedNot included• API access (on request) • Federated SSO (on request)
Ultimaker 3D Printing Academy• Associate courses• Associate courses • Professional courses• Associate courses • Professional courses • Expert courses
Software Support – Coverage5 x 8¹5 x 8¹5 x 24²
Software Support – Response time³24 hours12 hours6 hours
Expert SupportNot includedNot included25 hours included

¹ During business hours on weekdays in CET timezone
² On weekdays in CET timezone
³ After submission of a ticket through the Ultimaker support desk

In the event you need support in respect of one of these Software & Service plans, please submit a ticket through the Ultimaker support desk. Ultimaker will use commercially reasonable efforts to respond to each case within the applicable response time as indicated above. Actual resolution time depends on the specific circumstances of each case and the resolution required. The resolution will be determined by Ultimaker in its sole discretion.

In order for Ultimaker to resolve any issues reported, you agree to cooperate with and provide all reasonably necessary information to Ultimaker to enable Ultimaker to provide the requested support.

The Software & Service plan levels as set out above only include support in respect of software and services that are part of the used plan, and not general support in respect of – for example – the use of Ultimaker hardware, which is provided by our resellers.