Autodesk Technical Support

Technical Product Support Terms And Conditions

Graitec Professional Services provides 4 levels of Autodesk technical support, Per Instance, Silver, Gold & Post Training.

For server and hardware Gold and Silver technical support please visit our IT Support and Consultancy page

 

Level Term Description Units
 Per Instance  n/a  Per Incident Support  Unlimited
 Silver  12 months  Silver - Product Support Only  10 Hrs
 Gold  12 months  Gold - Product Support & Training Support  10 Hrs
 Post Training Support   1 month  Post Training Support (Gold Support)  Unlimited

 

Per Instance Autodesk Technical Support

This level of cover allows for per incident product support providing customers the ability to pay as they go. Issues can be related to either 'Product' or 'Training' support types as described later within the Silver and Gold sections of this document.

The unit cost for this service is limited to one issue being resolved / or one element of functionality (e.g. Extrude) being explained and is not restricted in time however, additional issues / functionality will be charged independently at the same rate.

Silver

silver support card

 

 

 

 

 

This level of cover allows for 'Product' support only and is limited to the following:


•   Software crashing
•   Service pack & hot fix issues
•   Licensing inclusive of standalone & networking
•   Graphics driver issues
•   Bugs & possible workarounds

This agreement has a 12 month term & 10 hour limit (whichever comes soonest) which is automatically managed within the GPS internal business system. The 10 hour limit must be used within the 12 month term and cannot be carried across into any new agreement.

Time allocation will be associated to logging details of the call and gathering information, investigating the issue and identifying a resolution along with communication provided back to the customer. Although an initial 10 hour limit is set, additional bundles can be purchased upon request e.g. 20hrs, 50hrs & 100hrs.

Gold Autodesk Technical Support

gold support card

 

 

 

 

 

 This level of cover allows for 'Training' product support as well as that as specified within the Silver support offering. 'Training' product support provides the flexibility for a customer to ask 'how to' questions when there is a lack of knowledge within certain functionality.

Support can only be provided (regardless of cover type) on products / functionality that the customer has already received training on.

This agreement has a 12 month term & 10 hour limit (whichever comes soonest) which is automatically managed within the GPS internal business system. The 10 hour limit must be used within the 12 month term and cannot be carried across into any new agreement.

Time allocation will be associated to logging details of the call and gathering information, investigating the issue and identifying a resolution / preparation & provision of on demand training along with communication provided back to the customer. Although an initial 10 hour limit is set, additional bundles can be purchased upon request e.g. 20hrs, 50hrs & 100hrs.

Post Training Support

gold support card

 

 

 

 

 

This level of cover is the equivalent of both Silver and Gold product support agreements and is provided following a training course. This agreement has a 1 month term from the date of the training course or 2 hours of support (whichever comes soonest).

This can be run alongside existing support agreements e.g. for a customer on Silver product support, they are simply upgraded for 1 month after the training course. When the Gold product support expires after 1 month, they are reverted back to the original Silver product support and the original expiration date is maintained.

Support can only be provided (regardless of cover type) on products / functionality that the customer has already received training on.


The following provides a list of products covered under the agreements as laid out within this document.

•   AutoCAD & AutoCAD Lt (Windows)
•   AutoCAD Architecture
•   AutoCAD Mechanical
•   AutoCAD MEP
•   AutoCAD P&ID
•   AutoCAD Plant 3D
•   AutoCAD Structural Detailing
•   Autodesk 3ds Max
•   Autodesk Buzzsaw
•   Autodesk Advance Steel
•   Autodesk Design Review

•   Autodesk Ecotech
•   Autodesk Inventor Professional
•   Autodesk Inventor Publisher
•   Autodesk Navisworks
•   Autodesk QTO
•   Autodesk Revit Architecture
•   Autodesk Revit MEP
•   Autodesk Revit Structure
•   Autodesk Showcase
•   Autodesk Simulation
•   Autodesk Simulation CFD
•   Autodesk Sketchbook
•   Autodesk Vault
•   Autodesk Vault Collaboration
•   Autodesk Vault Professional
•   Autodesk Vault Workgroup
•   Autodesk Vault Collaboration For AEC
•   Autodesk Fabrication
•   Autodesk 360 MFG Content
•   Autodesk 360 AEC Content
•   DWG Trueview

 

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