Providing Design and Manufacturing Software for the Cabinet and Door Industries since 1986
POLICIES
Table of Contents
Change of Ownership
Including the Exporting of CSV and other files
Change of Company Name
Changing of Company name where there is no change in ownership
If you wish to change your company name on the program, and you will still be the owner of this company, then we need to formally re-register your company name, and issue you a new Registration Number after you un-register your current installation. You are entitled to change your company name one time for a charge of $800 (see the Note below) if you are current on Program Update Fees. If you are not current, then you must become current before requesting a change of Company Name.
If you decide to change your company name again, you will not be authorized to re-register under a third company name; instead, you will need to re-purchase the program.
Note: Cabinet Pro LLC reserves the right to disallow the changing of a company name if it is determined by Cabinet Pro LLC that by doing so a security violation or risk is possible, without divulging the nature of the violation or reason for the risk.
Please note: You must meet five conditions in order to be authorized a Company Name Change:
1. You must have owned the program for 6 months or longer.
2. You must be current on the yearly update and technical support fees.
3. You must have not had a Company Name Change in the past.
4. You must be the same owner of your company who is simply changing your company's name.
5. You must provide formal up to date proof of ownership and of name change from the office in your State, Province, or Territory that handles business names and registration.
If you wish to re-register your program under a new company name and you meet all of the conditions above please fill out and fax the Change of Company Name form by clicking the link below. After you have printed the form, fax it to (702) 330-0775. Click here to view and print the Change of Company Name Form.
Change in Ownership of the Company where there is no Change in Name
Change in Ownership refers to selling your business, giving your business to heirs, friends, co-workers, etc.
If you wish to sell your company or change ownership, please refer to your Purchasing Agreement which states that your license for using Cabinet Pro or Door Pro gives you the right to use the software but that you do not own the software, nor are you authorized to sell the software. The new owner must purchase the right to use Cabinet Pro or Door Pro and must fill out a new Purchasing Agreement.
Downloading Tips
Tips to Read Prior to Downloading & Installing Software
If you are having trouble downloading a program, video tutorial, or document from our site, your web browser may be blocking your download, or it may be automatically saving your download somewhere on your computer. Different browsers behave differently, so make sure you are familiar with how your particular browser downloads and saves files. There are several factors that can cause problems downloading programs from our site or from other sites besides improper use of a browser. Try these tips after you've checked your computer for your download and made sure your browser isn't blocking your download.
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If you have firewall and/or antivirus software--such as McAfee, Norton, or Symantec--running on your computer, ensure they are up to date and configured to allow traffic from cabinetpro.com.
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If you use browser add-ons to enhance your browser security, make sure they are all up to date and configured to allow traffic from cabinetpro.com.
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If you are trying to use a download manager to download content from cabinetpro.com, try bypassing the download manager and using your browser's built-in download function. Several download managers are known to misbehave when downloading software.
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If you are on a school or corporate network, your system administrator may have blocked access to all or parts of Cabinet Pro or its video tutorials. Try connecting to cabinetpro.com using a different computer and/or network.
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If you are in the United Arab Emirates, Pakistan, Singapore, Malaysia, or the Philippines, you may be temporarily unable to download content from cabinetpro.com. This is due to the way Internet traffic is managed in your area, and there is currently no solution for this issue.
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Try clearing your browser's cache and restarting it.
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Make sure your browser is configured to accept cookies from cabinetpro.com.
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Make sure you're using the latest version of your browser.
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Some Virus protection programs inhibit downloading. Disable your Virus protection program.
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Disk is Full. Make sure you have enough Disk space to install about 50GB of program files and supporting data files.
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Make sure you have Administrative rights to download or install programs.
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A slow or intermittent Internet connection can corrupt a download very quickly. Check your Internet connection.
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Internet Explorer may block your download. If it does, you will see a yellow bar at the top of your Internet Explorer window notifying you that it's done so. Follow its directions to allow you to continue downloading.
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Mozilla Firefox may give you the option of opening your file or saving it. If it doesn't, and you only see Firefox's Downloads window, you can right-click on your download in that window and select Open Containing Folder to locate your downloaded file.
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Safari will usually download your document directly to your preferred downloads folder. If that's the case, and you only see Safari's Downloads window, you can right-click on your download in that window and select Show in Finder to locate your downloaded file.
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Google's Chrome browser may download your document directly to your preferred downloads folder. If that's the case, there will be a button at the bottom of your Chrome window representing your downloaded document. Click the small arrow on the right of that button and select Show in Folder to locate your downloaded file.
If you experience any of these issues that result in a failure to download, please resolve the issue as described above, re-start your system, and re-download the software. Make sure you delete any files that you have already downloaded before attempting to re-download, for they are probably corrupted. If you still have issues that you cannot resolve please contact Cabinet Pro LLC Technical Support at (702) 330-0775.
Program Enhancements
Introduction
New features and enhancements are continually being added to both Cabinet Pro and Door Pro. Some of these enhancements are a result of the vision we at Cabinet Pro LLC have for our software, and some are the result of suggestions by our customers. We have two main categories for enhancements to Cabinet Pro and Door Pro: Paid Enhancements and Free Enhancements. Implementing enhancements suggested by our customers is a relatively unique service of Cabinet Pro LLC. Enhancements that are paid for by the requesting customer are of course given the highest priority.
If a given customer needs a new feature or enhancement and requires that it is implemented as soon as possible, then there will be a charge to that customer for giving the enhancement high priority.
The only programming change that is of higher priority than a paid enhancement is a program glitch. Fixing glitches and bugs is always top priority, except those minor bugs that do not impact the manufacturing, pricing, or designing processes.
So if you require custom changes to Cabinet Pro or Door Pro, or if you want to ensure a feature you require is implemented in a timely manner and with certainty, then it is suggested that you present your enhancement as a Paid Enhancement (see below). Free Enhancements are generally those that are not critically important.
Paid Enhancements to Cabinet Pro and Door Pro
1. Write an email to Cabinet Pro LLC to support@cabinetpro.com and clearly describe your suggestion.
2. Describe in your message a very detailed explanation of what you would like added to Cabinet Pro or Door Pro, and how you would like to see it operate.
3. You will get an email in response stating whether or not your idea/request has been accepted, how much it would cost, and an estimated timeline for completion.
4. If your request is accepted, then 100% of its cost is required before work begins. If the amount is over $10,000 then 85% is initially due, and the balance of 15% due upon completion.
Free Enhancements to Cabinet Pro and Door Pro
1. Write an email to Cabinet Pro LLC by pressing the Feedback button below and clearly describe your suggestion.
2. Describe in your email a very detailed explanation of what your idea for enhancing Cabinet Pro or Door Pro is.
3. Please note that you will not receive an email in response to your suggestion. In all cases, you will not be given a timeline for its implementation, its position on our Priority list, nor whether or not a suggestion for a free enhancement has even been accepted. No information whatsoever regarding the status of FREE enhancements shall be disclosed to the public. This is generally because the order that enhancements have on our Priority list continually changes based upon new ideas that are submitted, because of paid enhancements that must be completed for a paying customer, or because of a given direction we have deemed important for our software to be developed.
4. If your suggestion has been accepted and eventually implemented into Cabinet Pro or Door Pro, then you will be informed of its implementation via the update notes that accompany each program update. You will not be notified individually.
5. Note: Free enhancements may not be implemented for weeks, months, or even years, depending upon where it is placed on our Priority List.
6. Because the priority of a given free enhancement is subject to change at any time, no estimate for time of completion shall be given or approximated.
Free Enhancements are sometimes referred to as "suggestions for improvement".
The CNC Post Processor
1. Introduction
For each rental or purchase of a CNC Version of Cabinet Pro or Door Pro you are allowed one and only one post that is generally free of charge. If we do not already have a post for your router or an existing post is not easily modified to fit your router, then there may exist an additional charge for your post processor. This is especially true of rentals more so than of purchases. Once you have selected this post, you will not be authorized to change your post to another.
1. If you have two or more CNC routers where two or more posts are needed, then you may purchase more Post Processors from the Pricing Screen.
2. If you have a single CNC router but require a 2nd Post because you are now using a router other than the one you initially chose, then you will be required to purchase this second post at 1/4 the price of a 2nd Post as shown on the Pricing Screen.
3. If you have already changed a Post and now need to return to a previous post, then you will be required to purchase this post at 1/4 the price of a 2nd Post as shown on the Pricing Screen, even if the previous post was initially free of charge.
Cabinet Pro and Door Pro already contain virtually all post processors for every machine on the market. We process CNC code in several formats: G-code, Biesseworks, Woodwop, Hops, Xylog, Wincut, Albatross, and HPGL. In the unlikely case that we do not currently support your CNC router, an already existing post is generally modified to match the requirements of your router.
If the code for your router is such that we do not already have a post for it that can be easily modified, then there may be an additional charge to modify or create the post processor for your CNC router. This is especially true of rentals, which is why you should in almost all cases send sample code that works on your machine to Cabinet Pro LLC prior to renting. (See Modifying or Creating a Post Processor below.) If an additional charge is necessary, you will be told once we are able to see a sample of the code required for your machine. It is suggested but not required that you provide this sample code prior to purchasing, and strongly suggested that you do so prior to renting. All Post Processors after one are supplied at an extra charge. (See the Add-On modules at the Pricing Screen.)
Also, horizontal boring is not a commonly requested function for a CNC router, so this feature is not part of a standard CNC post. Horizontal boring is supplied per machine (per post) at an extra charge (See the Add-On modules at the Pricing Screen.). If any custom changes are required on a post to accommodate a given router, then a charge may be applied. It is the responsibility of the Purchasing Company to provide, in writing, a detailed description of any custom changes required for its router, and it is the responsibility of Cabinet Pro LLC to provide the additional charges, if any, that will be necessary in order to address those custom changes.
In most cases, our Pre-Made Post Processors will operate your CNC router according to your expectations. If so, then you do not need to go any further in this section. However, if our Pre-Made Post Processor for your router is non-existent or requires modification, then please read the sections below and perform the tasks that are required of you.
2. The Responsibility of Cabinet Pro LLC vs. the Responsibility of the Purchasing Company
Each CNC router, even those from the same company of those we currently support, usually incorporate slightly different CNC code. This may require the existing Post Processor to be modified in order to accommodate your particular machine. It is the responsibility of Cabinet Pro LLC to ensure Cabinet Pro CNC or Door Pro CNC outputs code that meets the requirements of the purchasing company. And it is the responsibility of the Purchasing Company to provide Cabinet Pro LLC with correctly formatted CNC code that operates on the Purchasing Company's router (annotated if necessary, as is shown below)
If a third party is required by the Purchasing Company to provide correct code format, such as the machine's technical support division, then the owner of the Purchasing Company must take responsibility in requesting the code format provided by the third party.
If a third party is given authorization by the owner of the Purchasing Company to provide CNC code, then the third party should contact Cabinet Pro LLC to supply the necessary code as described below. Cabinet Pro LLC does not contact third parties, CNC manufacturers, or the Technical Support department of your CNC router company in order to obtain correct CNC Code formatting for your machine. We have found in too many cases that this results in dead ends and inefficient use of time. Providing a correct CNC code template by either your own knowledge of your router, by contacting third parties, CNC manufacturers, or the Technical Support department of your CNC router company is the responsibility of the Purchasing Company.
If the Purchasing Company cannot fulfill this task, then refer to Modifying or Creating a Post Processor below.
3. Required Code from the Purchasing Company
At the minimum, especially if time is of the essence, a single file showing the actual code that runs on your router should at the very least, show a dado cut and a drilling operation (Fig. 1). Supporting the other machining operations can be postponed until a later date. If you decide to provide the CNC code for your router that will machine the operations shown in Fig. 1, please be prepared to annotate the code, if requested, so that we know what each command represents (see below).
Sometimes a Purchasing Company will send us their CNC manual for us to figure out what their g-code commands mean. Although manuals are appreciated, we do not search manuals for annotation and clarification of code. Annotation is the responsibility of the Purchasing Company and must be done by the Purchasing Company or its designated technical support team. If the Purchasing Company cannot fulfill this task, then refer to Modifying or Creating a Post Processor below.
4. Your Task, if the CNC code generated by Cabinet Pro requires modification:
The goal behind this task is to compare code that Cabinet Pro is generating with the code it should be generating so that we may change your Post Processor to your specifications.
1. Make sure you send the name brand,the model of your CNC router, and the code described below to Cabinet Pro LLC at support@cabinetpro.com so that we may prepare your Post Processor.
2. Make sure you have loaded the correct Post Processor into your version of Cabinet Pro via the Machine & Post Processor Setup screen. If you need help in doing this, see the Video Tutorial titled, "Selecting your Post Processor," under Setting Up CNC Machining at the Video Help Center.
3. Create operations similar to those in Fig. 1 below and generate the CNC code for your router within Cabinet Pro. If you need help in doing this, see the Video Tutorial titled, "Testing the Link from Cabinet Pro to your CNC Router," under Setting Up CNC Machining at the Video Help Center.
4. The code you create within Cabinet Pro should be labeled, "Original Code" (see the sample below). Save the text file that contains this Original Code and re-name it, "Original Code". Use the extension your machine requires (such as .ANC, .NC, .TAP, .NCD, .MPR, etc.)
5. In whatever software you have been using up to now, or by asking your router's technical support department, or by contacting your CNC machine company, create the correct code required to machine that which is shown in Fig. 1 below.
6. Name your correct code, "Annotated Code". Use the extension your machine requires (such as .ANC, .NC, .TAP, .NCD, .MPR, etc.)
7. Using a text editor, such as Notepad or WordPad, edit this correct code and describe the meaning of each line of corrected code whose meaning is not obvious.
8. In a Single Email, attach the two files described above, e.g., Original Code.ANC and Annotated Code.ANC, and describe your CNC router by including its name, model, year built, and whether it is nested based or a point-to-point machine. Also include the name and contact information of the person we may contact if we have questions about the files that were sent.
9. Only Standard Code for a given machine must be supplied for a post. No user-defined parameters or commands are allowed. If user-defined parameters or commands are absolutely necessary, there may be an additional charge for the inclusion of these items in a post.
10. Once your re-written Post Processor is correctly machining dados and drilling shown in Fig. 1, repeat steps 1 - 8 above, with the only change being that you should perform these steps for the machining shown in Fig. 2, rather than Fig. 1.
11. If you have a Drill Head on your machine, and it too requires modificaton, then in addition to the steps above, please include a diagram showing the layout of your drill head as well as the individual bit designations. Also, include specific code showing how these bits are activated and deactivated.
If the Purchasing Company cannot fulfill this task, then refer to Modifying or Creating a Post Processor below.
Figure 1 Minimal Machining on a 20"x30" Part
Figure 2 All Machining on a 20"x30" Part
5. Required Code from the Purchasing Company
A Sample of what is meant by Annotated Code
On the left is shown original code, and on the right is shown that same code with comments describing the meaning of various commands.
6. Troubleshooting a CNC Router: Is it a software problem or a machine problem?
If the CNC code that is generated by Cabinet Pro is incorrect, then your CNC Router can be expected to perform poorly or not at all. This is probably a software problem. In this case, send annotated code that you expect Cabinet Pro to produce and we will change the code generated to your specifications.
If the CNC code that is generated by Cabinet Pro is accurate according to your specifications, but your CNC Router is not performing correctly, then it is probably a machine problem and you should contact the Technical Support department of your router.
7. Drill Head Support
To have Cabinet Pro fully support your drill head, please include the following in one email:
1. Attach a job made via Cabinet Pro so that we have your current setup.
2. Provide the name and model of your CNC Router.
3. Provide a labeled diagram (top view) of your drill head showing the layout of bits, and how each bit is identified.
4. Provide the offset(s) from your spindle to your drill head.
5. Provide working code that shows your drill bank being utilized, where bits are being lowered, utilized, and then brought up again. This code should be relatively short, but complete.
8. Modifying or Creating a Post Processor
There are some routers that have a high probability of requiring their post processors to be modified or created at additional cost. These routers may include but are not limited to Giotto, Komo, SNX, older CNC routers, Busellato, and ViTap machines.
Cost where Annotated Code provided by an Expert is Available: The cost of modifying or creating a post processor is generally somewhere between $2,000 and $6,000, depending upon the complexity of the code required, availability of sample code, whether the code is annotated or not, having access to someone who is fluent in the code required, etc. Generally, two to five days will be reserved at a charge of $1,200 per day. These days will be spent in writing and/or re-writing a post processor based upon the recommendations of an expert provided by the Purchasing Company who is knowledgeable with the code required for the Purchasing Company's CNC machine.
Please note that if the expert provided by the Purchasing Company is unable or unwilling to provide corrections and Annotated Code, then all money spent for the initial creation of a Post Processor as well as the reservation of two to five days for the purpose of writing and re-writing the Post Processor shall be non-refundable.
Cost for a 2nd Post or for changes to a post requested after 6 months following a Purchase: While the first post you receive after purchasing is free, if you require a post for a 2nd or 3rd machine, there exists a charge of between $1,225 and $2,450 per post. If you require modifications to a post anytime after 6 months following your initial purchase of a CNC version, then there exists a charge of between $600 and $2,450 depending upon the changes required.
Cost where Annotated Code provided by an Expert is not Available: If an expert cannot be provided by the Purchasing Company to test, correct, re-correct, and re-test the Post Processor written for a given CNC machine, then onsite training and testing will be required. The cost associated with this onsite training, post processor writing and testing is shown in the section for Onsite Training.
Please note that the successful writing of a Post Processor, under the conditions of not having direct access to an expert in the code required by your machine, is not guaranteed. It is possible, although highly unlikely, even after the expenditure of money for Onsite Training and the onsite writing and testing of a Post Processor, that the writing of a Post Processor for your machine has been unsuccessful. In this worst-case scenario, all money spent for onsite custom programming and onsite training shall be non-refundable. To date, we have never had this worst-case scenario materialize, but it is still a possibility.
All CNC training, if any, will be postponed until the post processor is completed.
Product Delivery and Computer Crashes
Standard Method of Delivery of Purchased Software
Please note: Unless your Purchasing Agreement states otherwise, each purchase of any Option of our software allows you to download the full program, along with all video tutorials immediately. If you require a Backup CD containing the same program and videos, there exists a small charge for this and can be purchased by calling Cabinet Pro LLC.
Computer Crashes
Unforeseen problems may render Cabinet Pro or Door Pro inoperative. The hard drive may crash, a fire may occur, breakage may occur, or even a theft of your computer may happen. If anything happens to your computer where you no longer may access Cabinet Pro or Door Pro, Cabinet Pro LLC authorizes the download & installation of our software onto another computer or hard drive, where you may restore a backup of your data and re-register the software for use on that computer. If you are current on updates and Premium Technical Support, then this service is free of charge. If you are not current, then the only charge would be to get you up to date on the most recent version of our software.
Registration Numbers will only be issued if you are using the Current Version of Cabinet Pro or Door Pro.
As was already mentioned, Cabinet Pro LLC will help you get Cabinet Pro or Door Pro operational on another computer free of charge after a crash of some sort. However, Cabinet Pro LLC reserves the right to deny free re-installation if the "computer crash" is obviously questionable to Cabinet Pro LLC or if a "computer crash" occurs on a semi-regular basis. In these cases Cabinet Pro LLC may require written confirmation from a reputable computer repair business before authorizing a free registration of Cabinet Pro or Door Pro onto another computer.
Standard Refund Policy of Cabinet Pro LLC
6. A non-refundable down payment of $500 will hold any special pricing for a period of 60 days, unless stated otherwise for a particular special. Passwords to use the software will only be given upon full payment.
7. There are no refunds on any services or software provided by Cabinet Pro LLC, with the possible exception of Training Fees discussed in #5 above.
8. If a credit card transaction or wire transfer is made by mistake and a refund is requested prior to the signing of our Standard Purchasing Agreement, then a 5% handling fee to compensate various banking fees will be deducted from the refund.
1. There are no refunds on any purchased or rented software.
2. There are no refunds on additional seats purchased, even if sometime in the future they are no longer needed.
3. There are no refunds on additional modules ordered, even if sometime in the future they are no longer needed.
4. There are no refunds on any charges for custom changes made on Cabinet Pro or Door Pro.
5. There are no refunds on Training Fees paid, unless a cancellation is requested in writing at least 24 hours prior to training. If cancellation is authorized, then the refund shall consist of the Training Fee paid minus 5%.
Registering a Program
General Policies on Registering Cabinet Pro or Door Pro on Computers
1. Registration numbers are issued per installation of Cabinet Pro or Door Pro and allow the software to operate.
2. Registration Numbers will only be given for the current version of Cabinet Pro or Door Pro. Registration numbers cannot be issued to old versions.
3. Each installation on a given computer is referred to as a "seat" and must be individually registered with Cabinet Pro LLC via email. A Registration Number will be given once and only once per seat.
4. If both Cabinet Pro and Door Pro are purchased by the same company, and that company opts to separate the two programs onto two different computers, then both computers must be registered with the same company name. If two company names are required, then Cabinet Pro and Door Pro must be purchased separately.
5. In order for a given seat of Cabinet Pro or Door Pro to be transferred from one computer to another, the program must be un-registered from the original computer with the un-registration information sent to Cabinet Pro LLC via email. The program must then be installed on the new computer and registered with Cabinet Pro LLC.
6. If a registered computer is no longer operative, and the customer wishes to transfer the use of the program to another computer without un-registering the inoperative computer with Cabinet Pro LLC, then proof of non-functionality of the original computer must be provided to Cabinet Pro LLC by a third party not associated with the purchasing company before another Registration Number is given.
7. Registration Numbers for the current version will be given free of charge in the majority of cases involving computer crashes, theft, or breakage. Read our official policy on Computer Crashes.
How to Register a Computer
Registration occurs after Cabinet Pro or Door Pro is installed. Access the File Menu at the top of the opening screen of Cabinet Pro or Door Pro. Click the "Register this Computer" option and follow the prompts on the subsequent windows.
Registration Numbers cannot be given to old versions under any circumstances because of compatibility issues. Registration Numbers will simply not operate on old versions. So Registration Numbers will only be issued if the customer is using the Current Version of Cabinet Pro or Door Pro.
How to Un-Register a Computer
Un-registration is required after Cabinet Pro or Door Pro is installed and the user wishes to transfer a seat of Cabinet Pro or Door Pro to a different computer, change or upgrade the hard drive on which Cabinet Pro or Door Pro is installed, or re-install WINDOWS. Access the File Menu at the top of the opening screen of Cabinet Pro or Door Pro. Click the "Un-Register this Computer" option and follow the prompts on the subsequent windows.
If a computer cannot be un-registered because of a hard drive failure or because of a general computer crash that renders the user's computer non-functional, then the user would be allowed a new Registration Number for a new computer free of charge. This will generally require a signed statement from the company where the new computer is purchased stating that your old computer is non-functional for whatever reason is appropriate.
Technical Support
What is the difference between "Technical Support" and "Training"?
Generally, the difference between Technical Support and Training is that of time spent on your questions, as well as the nature of questions asked. Technical Support is concerned with clarifying the operation of Cabinet Pro or Door Pro while Training is concerned with the organized learning of the software. Standard Technical Support consists of giving relatively short answers to questions you may have on the operation of our software, and is given by email, telephone, or online remote access to your computer. Technical Support answers usually last from one to five minutes. To obtain Technical Support for all versions, we can be reached by email. To obtain Technical Support for the current version, we can be reached by telephone as well. In all cases, Technical Support is not scheduled in advance.
Please review our Guide to Writing a Technical Support Ticket
Training, on the other hand, consists of one-on-one tutoring on learning to use our software given in one or more hour blocks of pre-scheduled time. In all cases, formal Training is scheduled in advance.
If you need help in setting up Cabinet Pro for your shop, above and beyond that which is available from the Video Help Center and standard technical support, then formal Training is appropriate.
If your company has made a personnel change in who is working with Cabinet Pro software, then please note that our technical support does not take on the responsibility of training this new person. In this case, Training via one of the Training Options is a necessity.
Note: Training for Cabinet Pro Standard is optional. However, 1-2 days of training for the CNC Version is required.
Who can receive "Technical Support" and "Training"?
Only specified members from the company that purchased Cabinet Pro or Door Pro may receive Technical Support or Training from Cabinet Pro LLC. We do not provide technical support for 3rd parties outside of your company as part of the Technical Support you and your company are authorized.
Note: Training or Technical Support via online remote access may be given to a 3rd party of your choosing at a pre-paid cost of $200 per hour. Otherwise, such help is not authorized.
Premium Technical Support vs. Standard Technical Support
Premium Technical Support
If you have the Current Version of Cabinet Pro, or if you are renting the software under the "Rent-to-Own" option, then you automatically qualify for FREE Premium Technical Support, which is described in Options 1-6 below. Questions sent via email have high priority and, in most cases, will be answered within 0-2 business days.
Standard Technical Support
If you have an old Version of Cabinet Pro, or if you are renting the software under the "Simple Rental" option, or if you are past the 30 day period following your purchase and you have decided against Premium Technical Support and Program Updates, then you qualify for FREE Standard Technical Support, which is described in Options 1-2 below. Questions sent via email have low priority and, in most cases, will be answered within 0-5 business days.
See our reasons why technical support for old versions is limited to email.
Please Note: Unless you have an emergency of some sort, all Technical Support questions must be initiated with a Technical Support Ticket via the Email Technical Support command button at the top of the opening screen of Cabinet Pro or Door Pro. If it is necessary to access your computer to resolve the problem, you will be notified via an email response to your Ticket.
Option 1: Video Help Center
From the opening screen of either Cabinet Pro or Door Pro, press the Video Camera Icon shown at the top. This will take you to the Video Help Center where you should type in some keywords in the FIND field to display those videos that pertain to the keywords you entered.
For example, if you type "changing material", a number of video titles will appear that pertain to changing material. Simply click on an appropriate video to view the answer to your question. This method of support is available for ALL versions of Cabinet Pro and Door Pro.
Please note: If the question you ask a representative is answered in a video tutorial, you will be directed to that video for the answer to your question.
Option 2: Email
From the opening screen of either Cabinet Pro or Door Pro, press the Email Support Icon shown at the top. This will backup the job you are currently working on as well as all of your setups. You will then be asked to describe the problem you are having as well as how we can reproduce your problem.
We will load your job and your setups onto our computer and reproduce your problem as you have directed. After inspecting the problem, we will then email or call you with our resolution to the problem you asked. This method of support is available for ALL versions of Cabinet Pro and Door Pro.
Questions sent via email have high priority for those authorized Premium Technical Support and, in most cases, will be answered within 0-2 business days.
Questions sent via email have low priority for those authorized FREE Standard Technical Support and, in most cases, will be answered within 0-5 business days.
Questions sent via email may not exceed TWO per Technical Support Request.
Please review our Guide to Writing a Technical Support Ticket
Please note: If the question you ask a representative is answered in a video tutorial, you will be directed to that video for the answer to your question.
Option 3: Telephone
Simply give us a call at (702) 330-0775 during business hours for technical support. If your call will involve a setup question or a job-related question, then you should email us a job either via Option 2 above or by
writing an email from your own email account. You can obtain directions for this by clicking here. This method of support is available with Full Support for only the most current version of Cabinet Pro and Door Pro.
Please note: If the question you ask a representative is answered in a video tutorial, you will be directed to that video for the answer to your question.
Option 4: Skype
For International calls, let us know via email when you will be calling us via Skype, and then give us a call at the time you specify.
Please make sure you request to be on our contact list by entering our Skype ID into your Skype screen. This method of support is available with Full Support for only the most current version of Cabinet Pro and Door Pro.
Please note: If the question you ask a representative is answered in a video tutorial, you will be directed to that video for the answer to your question.
Option 5: Remote Access to your computer
As long as you have the current version loaded on your computer, we can access your computer remotely and show you how to solve whatever problem you are having. Simply give us a call via Telephone or Skype, explain your issue, and we can get onto your computer immediately to resolve those issues.
This method of support is available with Full Support for only the most current version of Cabinet Pro and Door Pro.
Option 6: FREE issuing of Registration Numbers and the Current Program in case of a Computer Crash
As long as you have the current version loaded on your computer, Cabinet Pro LLC will in most cases help you free of charge restore Cabinet Pro or Door Pro and its data. Registration Numbers will only be issued if you are using the Current Version of Cabinet Pro or Door Pro. For more information on this topic, see the section on Computer Crashes.
This method of support is available with Premium Technical Support for only the most current version of Cabinet Pro and Door Pro.
Guide to Requesting Technical Support via Email
In addition to your name, telephone, and email address, there are FIVE guidelines you need to follow with EACH technical support ticket:
1. PROPER FORMAT TO USE FOR TECHNICAL SUPPORT:
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Make sure you are on the current version of Cabinet Pro or Door Pro before sending a Technical Support Ticket. If you are not current, we can still provide you with Technical Support via email, but the probability of having a solution decreases quite a bit.
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Please click the icon at the top of the main screen of Cabinet Pro or Door Pro, titled, "Email Support". This will create a backup of the job you are working on and then transfer you to a webpage with a form to fill out for Technical Support. The information requested on this form is extremely important in order to provide you with an efficient response to your question.
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Please do not refer to past emails in a Technical Support Ticket. All information and attachments regarding a technical support issue are to be in ONE email. If multiple attachments are necessary, please send all emails at the same time so they arrive at Cabinet Pro LLC as a unit.
2. THE PROBLEM:
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Briefly state the problem or question you are having. We also consider any question about the software as a "problem." Make sure you state the problem you are having in complete sentences and in a clear and detailed manner.
3. HOW TO REPRODUCE:
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This needs to be a DETAILED step-by-step explanation of how we might reproduce the problem you stated above. BE SPECIFIC! We should be able to follow your clear directions and then see the problem immediately.
4. CHOOSE FILE: (ATTACH A JOB)
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Select the job that was backed up when you first pressed the "Email Support" button. Access the C:\Cabinet Pro\Backup folder where you will see all job backups. If you were working on Job #1, then select the file titled, "JOB1.ZIP" or simply, "JOB1". If you were working on Job #23, then select the file titled, "JOB23.ZIP" or simply, "JOB23".
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After you have filled out all fields, press the SUBMIT button and be patient while the form is sent to our office.
PLEASE NOTE: A job is required not only because it will help in diagnosing the solution for a job-related question, but also because it will contain all of your customized Setup Files. It is important to inspect these files to understand how you have set up Cabinet Pro or Door Pro in order to provide an appropriate response to your technical support question.
5. NUMBER OF QUESTIONS PER TICKET
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One problem or question should be addressed per Technical Support Ticket, or at the very most two problems or questions. A Technical Support Ticket is intended to be a method of solving problems or answering questions you may encounter while using Cabinet Pro. It is not intended to be a tool by which you would learn how to use Cabinet Pro. If you need to learn how to use Cabinet Pro, then either the various Video Help curricula found within Cabinet Pro should be followed, or one-on-one Training time should be scheduled. Asking more than two questions or problems per ticket begins to overlap into the area of Training rather than Technical Support. Please limit your questions to one or two per ticket...preferably one.
A Sample Technical Support Ticket:
Technical Support
Why Technical Support is generally not effective on Previous Versions
Old Versions of Cabinet Pro and Door Pro are supported, but may not be effective.
If you have an old version and do not want updates, but still need Technical Support please read our policy on supporting old versions.
There are several reasons why Technical Support may not be effective on old versions, and why old versions of Cabinet Pro or Door Pro are restricted to email only. These reasons are listed below:
A. Enhancements existing on the current version may not have existed on older versions.
B. The same Routines have been changed, making the new version operate differently than old versions.
C. Passwords, Registration Numbers, and Security Features change periodically. Security issues from old versions may not even allow Cabinet Pro LLC into the software.
D. Screens and command buttons have been modified or deleted, making the results differ upon their operation.
E. Bugs that may have been discovered have been fixed in the current version, but not in older versions. We have versions going back to 1986, so to support bug fixes on literally hundreds of versions, most of which are no longer in use, is simply unrealistic if not impossible.
F. Features that exist on the current version of these programs may not exist on previous versions. And features that existed on previous versions may not exist on the current version.
G. Because of the implementation of new features and the removal of some older features, Registration Numbers can change with each version that has different features than an old version. Therefore, it is physically impossible to give Registration Numbers to old versions that do not have the same features as the current version.
H. Even the SAME command buttons that existed on previous versions may well have different instructions assigned to them in the current version.
I. Compatibility issues between versions can be serious. A job created in today's version cannot be loaded into a version from, say, 5 years ago.
J. Compatibility issues with the newest version of WINDOWS can have serious effects on the operation of a given program.
K. Parameters may be added as new features are created. Parameters may be modified in meaning, or deleted altogether as the software evolves.
In summary, the program that exists today is not the same that existed previously. It is virtually impossible to maintain effective support for the hundreds of versions that have been released since 1986. In addition to numerous program changes, there are also changes that have occurred in the operating system.
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Cabinet Pro requires a number of so-called "system files" that are part of the operating system that runs your computer. Because newer computers have operating systems on them that contain system files that did not exist on earlier operating systems, providing installations with those system files on them would result in overwriting the newer system files, thus possibly interfering with the operation of your other programs existing on your computer. It is therefore a very bad idea to install ANY program that is a few years old on a new computer. So rather than running the risk of corrupting your OTHER programs that exist on your computer, we have chosen to not provide CD installations from previous years.
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If a corruption of some sort occurs, because one of your programs requires a newer version of a system file, of if WINDOWS itself started to not operate correctly because of the installation of older system files, we would have a serious problem on your computer that could only be fixed by completely re-installing WINDOWS. This would undoubtedly cause a lot of frustration for both Cabinet Pro LLC and the company installing the old version of Cabinet Pro. Responses to questions sent by email will take 0-5 days for old versions.
Because of all of the issues mentioned above, Premium Technical Support is only given for the most recent version of Cabinet Pro and Door Pro.
If you have an old version and do not want updates, but still need Technical Support....
We can still give you free standard technical support via email. We cannot guarantee that we can solve your technical support issues, since you are not current on our most recent update, but we will certainly try to resolve any issues you may have.
Please note:
1. Technical Support for old versions is generally restricted to email only.
2. Program Updates not only introduce new enhancements and features to Cabinet Pro and Door Pro, but they also resolve program glitches. If your technical support issue on an old version involves a glitch in the software, then you will have to work around that glitch unless you decide to update your software. Glitches are only fixed in the current version of Cabinet Pro or Door Pro, not old versions.
3. We cannot guarantee that we can solve your technical support issues, since you are using a version of our software that is out of date, but we will certainly try to resolve any issues you may have.
4. Questions sent via email from those authorized FREE Technical Support will have lower priority than those who pay for Premium Technical Support and Program Updates. Free Standard Technical Support questions will be answered within 0-5 business days.
Individualized Training
What is the difference between "Technical Support" and "Training"?
Generally, the difference is that of time spent on your questions. Standard Technical Support consists of giving relatively short answers to questions you may have on the operation of our software, and is given by email, telephone, or online remote access to your computer. Technical Support answers usually last from one to five minutes.
Training, on the other hand, consists of one-on-one tutoring on the operation of our software given in one or more hour blocks of pre-scheduled time.
See our article on Standard Technical Support
If you need help in setting up Cabinet Pro for your shop, above and beyond that which is available from the Video Help Center and Standard Technical Support, then formal Training is appropriate. Please see below for the various Options available for formal Training.
Is Training Required?
In most cases, training in the use of any of the Standard (non-CNC) versions of Cabinet Pro or Door Pro is not necessary. In almost all cases with the purchase of any of the CNC versions of Cabinet Pro or Door Pro, at least one or two days of one-on-one training is strongly suggested. There are of course exceptions to these rules, but for the most part, formal training at additional cost is necessary for the CNC version, but is not necessary for the Standard (non-CNC) version.
If your company has made a personnel change in who is working with Cabinet Pro software, then please note that our technical support does not take on the responsibility of training this new person. In this case, Training via one of the options below is a necessity.
Option 1: Individualized Online Training (Most common and most cost effective)
For those who wish to learn Cabinet Pro quickly, and be up and running as soon as possible, we offer 1 or more days of one-on-one training on Cabinet Pro or Door Pro.
Training generally covers those topics that are of interest to the trainee. Alternatively, we offer a full curriculum. Click here to view the formal Training Curriculum. Training shall only be given on the current version of Cabinet Pro or Door Pro. Training shall not be given on old versions.
Prices for this Individualized Training can be seen at the Prices link.
Note: Payment for training is due in full at the time of scheduling.
An Individualized Day of Online Training consists of 3 hours of direct telephone communication, spread out over an 8-hour day. A 1/2 day of training consists of 1 1/2 hours of direct telephone communication, spread out over 4 hours (see What to Expect below). Free training, if it is offered, is usually 1/2 hour of direct communication via telephone.
Remember: If training has been scheduled for your company, then we have allotted time and resources to you. Unless otherwise stated in writing, the company being trained is to call Cabinet Pro LLC at the specified time and date when training is scheduled.
Re-scheduling Training: Training may be re-scheduled with no penalties if done so in writing at least 12 hours from the start of training, or within a time frame that is acceptable to both Cabinet Pro LLC and the Trainee.
Late Start: The time scheduled for your training may sometimes need to be postponed due to unforeseen events. If the Trainee needs to postpone training and calls or writes within 12 hours of the scheduled training, the Start Time does not change, but the training shall not be considered a No Show. For example, if training originally started at 5AM and the Trainee called to postpone the training for two hours, the training start time will still be the original 5AM. If Cabinet Pro LLC needs to postpone training, then the entire training session shall be re-scheduled to a time of the Trainee's convenience.
No Show: Failure to keep this scheduled training appointment may result in forfeiture of payment, forfeiture of the training itself, or forfeiture of both. A "No Show" is defined as being more than 15 minutes late to a scheduled training session.
Note: All training must be completed with 30 days of being paid for or scheduled. After that time, all training and all money paid that is not used in training are forfeited, and the scheduled training shall be cancelled.
Option 2: Individualized Online Training, by the hour
This option requires the following:
A. That you download and install the latest version of the program.
B. That you call us at 6AM, PST on the date of the scheduled training.
C. That we link up to your computer via the internet. (See our Contact Us page)
D. $200 per hour of instruction scheduled at 6AM PST, Mon - Fri.
E. One-hour sessions will begin at 7AM on the scheduled day. Two-hour sessions will begin at 6AM on the scheduled day.
If you have high-speed internet access, then you will be seeing what we are doing with the program on YOUR computer while we talk via the telephone or via Skype.
Remember: time is being reserved for you between either 6 or 7AM and 8AM. If you call late, the session is still reserved between either 6 or 7AM and 8AM, and will end at 8AM. So please make sure you call at 6AM for a two-hour session or at 7AM for a one-hour session to use the maximum time reserved for you.
Cancellation of Training: Training may be cancelled only if requested in writing at least 24 hours prior to the date of training. If cancellation is authorized then the company requesting training may request one of the following:
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Application of the full amount paid for training to either Yearly Update fees or to the purchase of another program module.
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A refund of the training fee paid minus 5% as per our Standard Refund policy.
Note: Payment for training is due in full at the time of scheduling.
Option 3: Full Training at Cabinet Pro LLC or via Remote Access
This option differs from Option 1 above in that there is more instruction with this option. This option must be requested and paid for in advance. The charge for full training at Cabinet Pro LLC is $600 per 4 hours for the customer who travels to Las Vegas, NV or via Remote Access. For a full 8-hour day, the charge is $1,200 per day. Please note that the hours spent at Cabinet Pro LLC will consist of about 80% instruction and 20% individualized work checked and supervised by Cabinet Pro LLC.
See the bottom table for dedicating one or more 8-hour days to help a company setup its software either at Cabinet Pro LLC's location or via remote access.
Note: Payment for training is due in full at the time of scheduling. (Payment may be forfeited and your training cancelled if you miss your scheduled training day and do not re-schedule at least 24 hours prior to the start of your training.)
$1,200 per day
80% Instruction & 20% Individualized Work
(at Cabinet Pro LLC or via Remote Access)
90% Setup by Cabinet Pro LLC & 10% Individualized Work
(where Cabinet Pro LLC is performing most of the setup)
$1,800 per day
Option 4: Training at your Location
If training (or the creation/modification of a Post Processor) is required at the customer's location, then the general charge for this service consists of a charge per day, plus expenses shown on the table at the right. Traveling to and from your location is considered 1/2 day each way. Total travel time is therefore 1 full day to be added to the number of days at your location.
A day of training at your location is defined as 8 hours, beginning at a time designated by the company requesting training. If you are requesting training in part to set up your CNC router, please make sure you have some sample code that you know works which, if needed, we can use to duplicate within Cabinet Pro. Preferably, this sample code should be sent to our office prior to our visit to your site.
Note: Payment for training and expenses are due in full at the time of scheduling. To schedule and pay for onsite training, call our office at (702) 330-0775.
Generally, one person is required for training. However, if a Language barrier will exist in training, or if more than three people will be trained, then two trainers will be necessary: a main speaker and an assistant.
If the purpose of this onsite visit is for training and the writing of a post processor without annotated code and without access to an expert provided by the Purchasing Company, then add $600 per day to the basic rate shown on the table at the right. See the section on Modifying or Creating a Post Processor. Ignore the $300 additional charge for training multiple people.
Training at your location
$1,400 - $2,750 per day
1. add $150 per day for training each Person over two or $300 per day for training staff on each Computer over two, whichever is higher.
2. add $600 per day if this involves the writing of a Post Processor without access to an Expert and Annotated Code)
3. add $600 per day if this involves 90% Setup by Cabinet Pro LLC & 10% Individualized Work
Category | Expense |
|---|---|
Travel (United States, Canada, Mexico, Caribbean) | Economy Premier Class |
Travel (all other international) | Business Class |
Lodging/Meals/Rental/Misc. | $275 per day |
Travel (driving from Cabinet Pro LLC) | 25 cents per mile |
Cancellation of Training
If you do not show up for training, are late, or leave training early, you will forfeit a minimum of 30 minutes of training and any associated payment for that training. Remember: time is being reserved for you, even if you are a no-show.
To cancel training without penalty, please write an email notifying us of cancellation or postponement at least 24 hours prior to your allotted time.
Benefits of Online Training vs. Onsite Training
If we were to travel to your location for training, we would show you on your computer how to setup Cabinet Pro, as well as verbally explain to you the concepts behind Cabinet Pro. We can accomplish precisely the same thing by accessing your computer via remote support, and talking to you via telephone or Skype. Training in this manner consists of accessing your computer, and staying on it all day. Throughout the day, we give you personalized instruction on a given task, allow you time to perform that task by yourself, and then check your work when you have finished.
If it has been satisfactorily completed, we then proceed to the next step according to an established curriculum until the setup of Cabinet Pro is completed and you are able to operate Cabinet Pro to produce your bids and cutlist reports (and CNC output, if appropriate). The major benefit of online training is the tremendous savings when compared to onsite training. You not only pay one-half the daily rate, but you also save on travel expenses, consisting of airline tickets, lodging, and meals.
What to Expect
For one to four consecutive days, you will call Cabinet Pro LLC via Skype (preferred) or via our regular telephone number throughout the day while we are connected to your Computer through Remote Support. During this time, although we will be connected to your computer throughout the day, we will be in direct communication for approximately 3 hours spread out over an 8 hour day because you will be doing most of the work after being given Step-by-Step instructions on how to set up Cabinet Pro, and how to enter information. You will be given an assignment to complete on your own single setup, such as material, building parameters, cabinet library, edgebanding, etc. During any assignment, if you have questions you will call us, and, we will get back onto your computer to clarify any problems you may be having. At the end of a particular assignment, we will check your work, and then go on to the next setup procedure. If more than 3 hours of actual instruction is given within these 8 hours, then the price for training is 1 1/2 times the standard rate.
After you have been shown how to access the next setup and how to enter information into that setup, you will be given yet another assignment to complete this second setup. Again, if you have questions you will call us and we will get onto your computer to see what issues you may have. We will be there to answer any questions you may have as you proceed through the setup process. We will continue in this manner for either two (or four) days through as much as the setup process as is appropriate. If you do your part and diligently focus on completing the training exercises you will be given for the entire two (or four) days, you should be able to fulfill the Learning Objectives described below. If, however, you are interrupted many times during the day where your focus on learning Cabinet Pro is disrupted, then you will find that you will not meet the expected Learning Objectives.
Transfer of Ownership
The purchase of any software from Cabinet Pro LLC involves the right to use the purchased software, not the purchase of the software itself. This right to use this software is not transferable to another party, nor can it be sold to another party.
If you sell your complete business to someone else, so that your business remains intact but under the name of another party, and the new owner wishes to have a change of company name, then this is allowed at a nominal fee and falls under the category of Change of Company Name.
Whether or not a company name change occurs, there will exist a $600 charge to transfer ownership of Cabinet Pro or Door Pro to the new owner of your business. The new owner will be authorized program updates and technical support only after this fee is paid.
Otherwise, our software cannot be sold to another party. Our software is the sole property of Cabinet Pro LLC and may only be sold by Cabinet Pro LLC or its authorized representatives. If you decide to purchase Cabinet Pro, Door Pro, or Garage Pro, you will be purchasing the right to use our software, not the software itself.
If you decide to sell the CD's you received that has our software on it, then please inform the person or company to whom you are selling the CD's that they will not be authorized training, technical support, updates, registration numbers, passwords, or any other services from Cabinet Pro LLC or its representatives. Remember: in order to use our software, one must purchase the rights to do so, otherwise it is considered piracy.
Upgrading to Another Program
For All Purchases
A purchase of any program automatically allows the purchaser the option of upgrading to a higher version at any time in the future by simply paying the difference in price between the regular price of the two programs. In addition, the Regular Price of a higher version, in the case of a price increase, will remain locked at whatever its price was at the time of the original purchase for a period of 60 days from the date shown on the Purchasing Agreement. If a program is purchased at a discounted price, other than the Idea Generator, then the price of the upgrade will be the discounted price if and only if the discount is still officially offered.
If a program is purchased via a discounted plan, then all upgrades to higher versions of Cabinet Pro or Door Pro would be the difference between the regular prices of the version currently owned and the regular price of the upgraded version.
If you are purchasing at a discount and you are certain that you will be getting a CNC router later on, you may want to think about purchasing the CNC version at the same time as when you purchase under the discounted price, so as to take advantage of the larger savings. Otherwise, when you upgrade to a CNC Version later on, the price for upgrade will be the difference of the regular prices, not the sale prices.
If you are updating to the Current Version of Cabinet Pro after skipping one or more years, or you are upgrading to a higher version of Cabinet Pro, then you may choose to pay the appropriate update or upgrade fees or you may switch to the Gold Plan as if you were a new customer.
Upgrading more than one seat
All upgrades are per seat.
As an example, let's assume a particular user purchased two seats of Cabinet Pro STD Option 4 and two seats of Cabinet Pro Option 1. At a later date, this user wanted one of the Option 1 Seats to be upgraded to Option 3. In this case only that one seat shall be affected. All other seats shall remain active but as the original Version (Option).
If at a later date this same user purchased a CNC router and wanted one of the Option 4 seats to be upgraded to the CNC Version, then only one of the two Option 4 seats would be upgraded. This user would now have one CNC Version, one STD Option 4 Version, one STD Option 3 Version, and one Option 1 Version. All Versions (Options), however would be able to communicate with each other such that a room of cabinets designed with the Option 1 Seat could be sent to the computer that contains the CNC Version in order to process the job via the CNC Router.