3Dresyns communications policy
Communication and Technical Support Policy
At 3Dresyns®, our objective is to support customers in selecting and implementing appropriate materials, technologies and workflows for their specific applications.
Based on extensive technical, industrial and commercial experience, 3Dresyns® generally prioritizes written communication for technical and commercial support because it facilitates accurate analysis, internal technical consultation, traceability and proper documentation of the information exchanged.
Written communication also helps customers and 3Dresyns® distinguish between general technical guidance, Product-specific documentation, commercial conditions, development work and information that forms part of a binding quotation, order or other agreement.
Preferred communication method
Email and other agreed written channels are the preferred methods for routine technical, commercial and Product-support communications.
This approach enables 3Dresyns® to:
- review technical questions carefully before responding;
- consult multiple technical specialists where appropriate;
- provide structured and documented responses;
- maintain traceability of relevant technical information;
- reduce misunderstandings associated with purely verbal exchanges;
- identify Product, printer, application and processing requirements more accurately;
- protect Confidential Information and proprietary know-how; and
- distinguish standard support from consulting, custom development or technology-transfer services.
Information customers should provide
To enable efficient technical assessment, customers should provide clear and relevant information concerning their intended application.
Where applicable, customers should include:
- the Product or Product family being considered or used;
- the intended application;
- the printing or processing technology;
- printer manufacturer and model;
- relevant wavelength or light source;
- key dimensional or performance requirements;
- required mechanical, thermal, optical, electrical, biological or other properties;
- processing constraints;
- post-processing requirements;
- relevant test conditions;
- a concise description of any technical issue encountered; and
- the required properties ranked in descending order of importance where material selection is requested.
Photographs, processing information, printer settings and other relevant non-confidential information may be provided where they are necessary to understand a technical problem.
Clear and focused technical questions
Customers are encouraged to submit concise, technically detailed questions focused on the specific Product, application or process being evaluated.
Broad requests requiring substantial research, formulation work, process development, experimental interpretation, material selection projects, training or structured engineering analysis may fall outside standard Product support and may require a separate consulting or development service.
Written communication and videoconferencing
3Dresyns® generally prioritizes written communication over telephone or videoconference support for routine technical enquiries.
Telephone calls or videoconferences may nevertheless be used where appropriate, particularly for:
- contracted consulting;
- training;
- custom-development projects;
- technology-transfer projects;
- structured B2B collaborations;
- project kick-off or review meetings; or
- other situations where real-time discussion has been specifically agreed.
Further information is available in the 3Dresyns policy about videoconferencing.
Technical guidance and contractual commitments
Routine technical-support communications are intended to assist customers in understanding and using 3Dresyns® Products and technologies.
A technical explanation, troubleshooting suggestion, preliminary recommendation, informal estimate, experimental suggestion or general support response should not by itself be interpreted as modifying an existing Product specification, quotation, accepted order, warranty, delivery commitment, intellectual-property allocation or other binding contractual term.
Where the Parties intend to modify a binding commercial or contractual term, the modification should be clearly identified as such and accepted through the applicable contractual procedure by persons authorized to act for the respective Parties.
Nothing in this policy prevents an email, electronic document or other written communication from having legal effect where the requirements for a binding agreement are otherwise satisfied under applicable law.
Authority to make commitments
Technical personnel, customer-support personnel, consultants or other representatives should not be assumed to have authority to amend prices, payment conditions, intellectual-property ownership, warranties, contractual specifications, liability provisions, delivery obligations or other material contractual conditions merely because they participate in technical communications.
Material contractual amendments must be accepted by persons with the appropriate authority and in accordance with the applicable quotation, order, agreement or Legal Terms.
Order of precedence
Where a routine support communication appears inconsistent with a binding Product specification, accepted quotation, order confirmation, individually negotiated agreement or other applicable contractual document, the binding contractual documentation governs unless the Parties have expressly agreed to amend it.
An individually negotiated written agreement prevails over general website guidance for the matters it specifically governs.
Product documentation
Customers should review the Product-specific documentation provided or made available for the relevant 3Dresyns® Product.
Depending on the Product and application, documentation may include:
- Instructions for Use (IFU);
- Technical Data Sheets (TDS);
- Safety Data Sheets (SDS);
- processing recommendations;
- printing and post-processing guidance;
- calibration information;
- Curing Rate Tables or related processing information where available;
- printer-specific information where available and applicable; and
- other Product-specific technical documents.
The exact documentation available depends on the Product, technology and application.
Instructions for Use
Where an IFU or other Product-specific processing instructions are supplied, customers should follow the applicable instructions and take them into account when evaluating Product performance.
Changes in exposure, printer settings, cleaning, post-processing, post-curing, temperature, geometry, sample preparation, test conditions or other process variables may affect the final result.
Accordingly, results obtained after material deviations from the applicable processing instructions should not automatically be interpreted as demonstrating a defect or nonconformity of the supplied Product.
This does not exclude any mandatory statutory rights or remedies that may apply where a Product is actually defective or nonconforming.
Questions already covered by technical documentation
Where a question is already answered in the applicable IFU, TDS, technical guide or other Product documentation, 3Dresyns® may refer the customer to that documentation rather than reproduce the same technical information individually.
Where a problem may result from deviation from the applicable processing instructions, the customer may be requested to repeat or assess the process under the recommended conditions before additional troubleshooting is undertaken.
This does not prevent 3Dresyns® from providing additional support where reasonably appropriate.
Printer and process variables
Technical recommendations concerning 3D printing materials depend on multiple variables, including printer architecture, wavelength, optical power, exposure strategy, layer thickness, geometry, environmental conditions, cleaning, post-processing and post-curing.
Technology-level compatibility does not necessarily mean universal compatibility with every printer model or configuration.
Printer-specific validation or calibration should therefore be distinguished from general compatibility with SLA, DLP, LCD, mLCD, Inkjet or other technologies.
Customer responsibility for application requirements
The customer is responsible for communicating the material requirements that are relevant to its intended application.
Where material selection depends on several properties, customers should identify the properties that are essential and rank them according to importance.
3Dresyns® can provide technical recommendations based on the information supplied, but a recommendation cannot account for requirements, conditions or constraints that have not been communicated.
Final application validation
Unless expressly agreed otherwise, technical support concerning Product selection or processing does not constitute certification or validation of the customer's final printed part, device, manufacturing process or end-use application.
The customer remains responsible for carrying out any application-specific testing, qualification, validation or regulatory assessment required for its final use.
This is particularly important where performance depends on the customer's printer, process, geometry, post-processing, post-curing, assembly, sterilization, environmental exposure or other downstream conditions.
Third-party confidential information
Customers should not provide 3Dresyns® with confidential information, trade secrets, proprietary files or other protected information belonging to an unrelated third party unless they have the legal right to disclose that information for the relevant Purpose.
3Dresyns® may decline to review information where the Company reasonably believes that receiving or using it could interfere with third-party confidentiality or intellectual-property rights.
3Dresyns Confidential Information
Technical support does not require 3Dresyns® to disclose proprietary formulations, compositional information, trade secrets, confidential manufacturing processes or other non-public Company know-how.
The Company determines the level of proprietary technical information that can appropriately be disclosed in response to a support enquiry, subject to applicable contractual obligations and mandatory law.
Where confidential exchanges are necessary, the Parties may use an applicable Non-Disclosure Agreement or other appropriate confidentiality arrangement.
Reverse engineering and compositional enquiries
Technical support must not be used as a means of obtaining confidential formulation or compositional information that 3Dresyns® has chosen to protect as proprietary know-how or trade secrets.
Requests involving reverse engineering, confidential formulation reconstruction or other activities restricted under the applicable contractual framework are governed by the Company's Prohibition against reverse engineering and applicable confidentiality provisions.
Standard support versus consulting
Routine Product support is intended to assist with reasonable questions concerning the selection and use of Products supplied or offered by 3Dresyns®.
More extensive professional work may constitute a separate service, including:
- structured material-selection projects;
- formulation consulting;
- custom formulation development;
- 2D formulation or synthesis consulting;
- technology transfer;
- experimental design;
- process optimization;
- detailed failure analysis;
- training;
- customer-specific documentation;
- literature or patent research;
- regulatory consulting; or
- other substantial technical or scientific work.
Such services may require a separate quotation, scope of work, consulting agreement, development agreement or other commercial arrangement.
No obligation to perform unrestricted research
A Product purchase does not create an unlimited obligation for 3Dresyns® to perform customer-specific research, experimental development, extensive data analysis or consulting without a separate agreement.
Where the requested assistance materially exceeds normal Product support, 3Dresyns® may propose an appropriate paid service.
Response times
3Dresyns® aims to respond to customer communications efficiently, but response time may depend on the nature and complexity of the enquiry, availability of relevant specialists, completeness of the information supplied and whether experimental or cross-functional assessment is required.
Unless a response time has been expressly accepted as a contractual service level, routine communication response times are operational targets rather than guaranteed contractual deadlines.
Artificial Intelligence assisted internal use
3Dresyns® may use appropriate artificial-intelligence tools, language models, automation tools or related technologies as support instruments for activities such as drafting, summarizing, translating, organizing, classifying, restructuring or improving communications and technical or administrative documentation.
Where AI-assisted tools are used, 3Dresyns® intends to apply safeguards appropriate to the nature and sensitivity of the information involved and to comply with applicable data-protection, confidentiality, contractual and artificial-intelligence requirements.
Personal data and AI-assisted processing
Where personal data is processed in connection with AI-assisted tools or other service providers, such processing is governed by the Company's applicable Privacy Policy and applicable data-protection law.
3Dresyns® applies the principles of purpose limitation and data minimization and seeks to avoid including unnecessary personal or customer-identifiable information in AI-assisted workflows.
Where a third-party service provider processes personal data on behalf of 3Dresyns®, appropriate contractual and organizational safeguards must apply as required by the applicable data-protection framework.
Confidential information and AI systems
3Dresyns® does not intentionally disclose customer trade secrets, NDA-protected information or other highly sensitive Confidential Information to unauthorized public AI systems for unrelated purposes or external model training.
Where AI or other technology providers are used as authorized business service providers, the treatment of information depends on the applicable service configuration, contractual safeguards, security controls and data-processing arrangements.
This policy therefore should not be interpreted as an absolute representation that every item of information used in every digital workflow is technically anonymized or that no external technology provider is ever involved in processing Company communications.
Human responsibility
Artificial intelligence is used as a support tool and does not transfer responsibility for 3Dresyns® technical, commercial or contractual decisions to an AI provider.
Material customer-facing technical or contractual decisions remain subject to appropriate human responsibility within 3Dresyns®.
No external AI training authorization
Use of an AI-assisted tool by 3Dresyns® for an authorized internal business purpose does not grant that provider or any other third party ownership of 3Dresyns® or customer Confidential Information.
Customer Confidential Information must not be intentionally made available for unrelated external AI model training where this would conflict with applicable confidentiality, contractual or data-protection obligations.
Written records
Relevant written communications may be retained as business records according to applicable legal, contractual, operational and data-retention requirements.
Customers should retain the applicable Product documentation, quotations, order confirmations and important technical communications relevant to their own processes and validation activities.
Relationship with quotations and orders
Technical discussions may occur before, during or after a quotation or order.
Preliminary technical discussions do not by themselves guarantee Product availability, price, lead time, technical performance or acceptance of a custom requirement unless the relevant commitment is expressly included in the applicable binding quotation, order confirmation or other agreement.
Where a customer requires a particular property, specification, test method, packaging format, documentation requirement or delivery condition to constitute a contractual requirement, it should be expressly identified and accepted before order confirmation.
Worldwide customer support
3Dresyns® supplies customers internationally and may communicate with customers, technical partners and service providers in multiple jurisdictions.
Communication practices, privacy requirements, contractual formalities and mandatory legal requirements may vary between countries.
This policy applies as a general Company communication framework to the fullest extent permitted by the law and contractual arrangements applicable to the relevant relationship.
Contact
Technical and commercial enquiries may be sent to info@3Dresyns.com.
Customers should include sufficient information to identify the relevant Product, order, quotation, project or technical issue where applicable.
Governing principle
3Dresyns® prioritizes written communication because it improves technical accuracy, traceability, collaboration and protection of confidential information. Routine technical communications provide guidance and support, while binding changes to commercial, technical or contractual conditions require the level of authorization and agreement applicable to the relevant transaction.