Autodesk Technical Support

Technical Product Support Terms And Conditions

Graitec Professional Services provides 2 levels of Autodesk technical support, Per Instance, Gold & Post Training.

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

 

Level Term Description Units
 Gold  12 months  Gold - Product Support & Training Support  10 Hrs
 Post Training Support   1 month  Post Training Support (Gold Support)  Unlimited

 

Gold Autodesk Technical Support

gold support card

This level of cover allows for 'Product & Training' 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

'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 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).

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.

  • A360 Team
  • AutoCAD & AutoCAD Lt (Windows)
  • AutoCAD Civil3D
  • AutoCAD Map 3D
  • AutoCAD Mechanical
  • AutoCAD MEP
  • AutoCAD P&ID
  • AutoCAD Plant 3D
  • Autodesk 360 AEC Content
  • Autodesk 360 MFG Content
  • Autodesk 3ds Max
  • Autodesk Advance Steel
  • Autodesk Design Review
  • Autodesk Fabrication
  • Autodesk Infraworks
  • Autodesk Inventor Professional
  • Autodesk Navisworks
  • Autodesk Revit Architecture
  • Autodesk Revit MEP
  • Autodesk Revit Structure
  • Autodesk Sketchbook
  • Autodesk Vehicle Tracking
  • DWG Trueview
  • Factory Design Utilities
  • Fusion 360
  • HSM
  • ReCap
  • Woodwork for Inventor

Specialist Autodesk Support

In addition to our standard support offerings listed above, we are also able to offer specialist support and training on a consultancy basis for the following products

  • Autodesk Vault
  • Autodesk Vault Collaboration
  • Autodesk Vault File Server (AVFS)
  • Autodesk Vault Professional
  • Autodesk Vault Thin Client (web)
  • Autodesk Vault Workgroup
  • BIM360 Team, Docs, Field, Glue, Point Layout
  • Configurator 360
  • Fusion 360 Ultimate
  • HSM Pro
  • iLogic
  • Revit Server

Click on the button below to request more information about our Specialist Support Services

Request More Information

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