Frequently Asked Questions

Cadgroup Service Tokens are essentially a way to quantify the amount of service effort provided by Cadgroup. Think of them as units or credits that represent the time and resources spent on delivering a service. 

For example, if you need technical support, training, or consulting services from Cadgroup, you can use these tokens to “pay” for the effort required. Each service or task will have a specific token value assigned to it, reflecting the complexity and time needed to complete it. This system helps in managing and tracking the services provided, ensuring that you get the support you need in a structured and measurable way. 

Tokens can be used for all things relating to service work:  General Software Support, Training (private or remote), Software Licensing, Software Configuration & Development.  

 *Tokens can NOT be used to purchase software.  

Cadgroup employs a technical/consultant service matrix based on the type of request. For instance, general support requires four tokens per hour. More intensive services, such as private training, consume six tokens per hour, while custom software development demands 10 tokens per hour. 

 Your Cadgroup account manager can provide an estimate of the tokens and costs for each service request. 

Cadgroup continues to support customers as normal.  

With an active Cadgroup account, you can expect the same level of support as always.  We do calculate token consumption on your account (behind the scenes) and will share this with your primary Cadgroup administrator at the end 2025.  

Software has become more open and interconnected. With many of the products that Cadgroup offers, we support businesses across a range of products and integrated workflows. Historically, support cases and training events focused on specific products. Now, these solutions are often interconnected or can reference shared information. The value of Cadgroup Tokens lies in their multidiscipline and multi-application support focus to service your team’s purchase of Cadgroup products efficiently. Tokens connect multiple software products across your business, ensuring the best response, resolution, and cross-platform service requests. Cadgroup is your back-office support, training, IT, and platform specialist.

Currently, your token balance can be retrieved by request, through your Cadgroup customer success representative.  Shortly, this will be an automated report sent monthly.  

Please get in touch with your customer success representative or reach out to your account manager. 

Cadgroup will require a Token Administrator and primary contacts.  This pool of team members will only have permission to request services from Cadgroup.  

Yes, Cadgroup will quote in dollars Full Day / Half Day training or consultant rates.   

Yes, Cadgroup tokens are linked to your business.  Transfer of tokens is possible with proof of business sale.  

All Cadgroup tokens are priced at $35.00 (ex. GST) per token, regardless of training or consultancy engagement type. 

Valid for twelve-months from purchase date or will be applied to the following twelve-months when additional token is purchased prior to expiration.  Your Account Mngr. will notify you min. sixty days prior to expiration.  

Purchasing additional tokens prior to expiration will allocate them to the following year. 

Not currently, your Account Mngr. will happily provide you a quote based on you service request.  Alternatively, your CS Team Member will provide consumed tokens to date report for reference and future interest of works.