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Maintenance and Support Policy

Effective October 2, 2017

As of October 2017, We’ve updated our Software Maintenance and Support Terms. These terms apply to customers who have a valid Maintenance & Support subscription. To see if you have a valid subscription use our License wizard to check your status and purchase a new subscription if needed.

Benefits of your Maintenance and Support Subscription

When you buy a SketchUp Pro license, you receive a one year Maintenance and Support Subscription. While your subscription is active, you have the following benefits:

  • Predictable upgrade expenses: During the term of your subscription, you're entitled to any major upgrades of SketchUp Pro we release. After that term ends you can renew your subscription for another year of predictable upgrade expenses. For a single-user license, you can renew for $120 per year. For a network license, you can renew for $200 per seat, per year.
  • Phone and email support: In addition to the Help Center and Help Forum your subscription gives you access to technical support via email and phone. If you’re encountering an issue installing or authorizing SketchUp Pro (or any other issue with SketchUp Pro), let us know and we’ll be happy to help out. For contact details please refer to the email you received after purchasing your Software Maintenance and Support Subscription information.
Tip: To renew your Maintenance and Support Plan, use the SketchUp Pro License Wizard within 30 days of your subscription expiration date. Remember that if you let your subscription expire, your SketchUp Pro license for the version that you purchased will continue to work. *
Note: SketchUp Subscription Bundles are not included with the Maintenance and Support Plan.

SketchUp Support Policy

Here at SketchUp, we are dedicated to providing an easy to use, high quality product that brings 3D to everyone. Our Support Policy is outlined below.

Customer Service

You can get help with pre-purchase information or with an order from the SketchUp Pro store by contacting the SketchUp Pro Sales team.

Technical Support

Online / Anytime: This is available to all SketchUp users, with or without an active Maintenance and Support Subscription. Get immediate answers to your questions in the online Help Center, or post your question to the vibrant SketchUp community where hundreds of SketchUp experts have graciously volunteered their time to lend a hand.

Email and Phone: SketchUp Pro customers with an active Maintenance and Support Subscription can call the technical support team for assistance resolving Installation or Authorization issues. Please see your purchase receipt email for contact details. Customers with an active Software Maintenance and Support subscription can also email the technical support team for additional technical assistance. At this time, email and phone technical support is only available in English. To better serve the needs of all customers' technical issues and ensure that all customers are assisted as quickly as possible, the technical support team is unable to offer how-to or tutorial services for SketchUp. The video tutorials, forum, and local trainers are great learning resources for SketchUp.

Email and phone support is available Monday - Friday from 8:00am-5:00pm MST. These services will not be available during major US holidays, subsequent floating days, and during the Trimble office-wide shutdowns which happen the week of July 4th and the week between Christmas and New Years.

If you purchased your SketchUp Pro subscription through an authorized reseller, please contact them directly to confirm available hours of support and to confirm the languages for which SketchUp support is available. You can find a list of authorized SketchUp resellers and their contact information here.

If you found a bug in SketchUp that you would like to report, please visit our online help forum.

If you encounter an issue with a SketchUp plugin/extension, please contact the extension creator for additional assistance.

Maintenace and Support Subscription Reinstatement Fees

When your subscription is close to ending, we will email you renewal reminders. You will have the option to enable automatic renewals when you purchase or renew your Maintenance and Support subscription. As mentioned earlier, if your subscription lapses, you have a 30-day grace period to renew your subscription. The cost is $120 for a single-user license or $200 per network license seat per year. (To add additional network seats, contact our Sales team.)

After the 30-day grace period, you need to pay a reinstatement fee in addition to your subscription cost. The price is $60 for single-user license reinstatement or $100 for network licenses to be reinstated. So for a single-user license, you pay $120 for the annual subscription and a $60 reinstate fee, for a total of $180. For a network license, you pay $200 for the annual subscription and a $100 reinstatement fee for a total of $300.

As the time passes after your Maintenance & Support has ended the cost to reinstate the service will increase. If it's been longer than 1 year since your Maintenance and Support Plan has lapsed then the cost to reinstate will be $120 for Single User licenses and $200 for Network licenses. So for a single-user license, you pay $120 to upgrade your license and $120 to re-enroll in the program for a total of $240. For a network license, you pay $200 to upgrade your license and $200 to re-enroll in the program for a total of $400.

In the event that you need to "downgrade" your SketchUp Pro license to an older version (perhaps for hardware reasons), you will need to maintain an active Maintenance and Support subscription in order to upgrade back up to latest version. If your Maintenance and Support subscription expires, you will need to reinstate your subscription to obtain an updated license.

Tip: Renewing early does not shorten the term of your subscription. For example, say you initially enroll on December 1, 2017, which expires November 30, 2018. If you renewed ten months later, your enrollment extends to November 30, 2019.

Note: SketchUp Pro resellers are also offering the Maintenance and Support subscription and provide support for their customers. If you purchased your SketchUp Pro license through a reseller, contact them directly for more information.

Lapsed Maintenance and Support

Three years after your Maintenance & Support subscription has ended, your license will no longer be eligible for renewal and upgrade. Your perpetual license will never expire, but in order to access the latest version of SketchUp Pro, you’ll have to purchase an entirely new, full-cost license.

If you have a license of SketchUp Pro from version 8 or earlier, you are not eligible for upgrade into a Maintenance and Support subscription. You’ll have to purchase a new license to access the latest version of SketchUp Pro.

The Maintenance and Support Subscription can be active for a different period of time, but this time must be agreed upon in writing by both the customer and Trimble or a Trimble SketchUp Pro distributor/reseller.

*Once your Maintenance and Support Subscription ends, if you choose to allow it to lapse, you'll still be able to use your perpetual license without the support or upgrade benefits noted on this page.

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