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5. Web Support 5.2 What is the primary benefit of
web support? 5.4 Do we need Internet access for
the web support program? 5.6 What type of product support
is covered through web support? 5.7 What questions qualify as installation,
configuration and troubleshooting questions? 5.8 In what languages is web support
available? 5.9 How does this support offering
relate to support offered by resellers? 5.10 Is web support available for
all Autodesk products for all market segments? 5.11 Why is Autodesk 3ds Max excluded
from the new web support?
5.1 What is web support?
Web support provides access to a secure website where customers can submit technical questions to Autodesk® support staff through an interactive online interface. Questions are routed to Autodesk technicians who provide responses through the web and email. The website also includes incident reporting and tracking tools to monitor the status of all questions asked by the customer¡¦s organization and all responses provided by Autodesk.
5.2 What is the primary benefit of web
support?
Web support provides fast, complete answers to technical questions to help your customers get more from their investment in Autodesk software. Interactive contact with Autodesk product experts right at the desktop will improve customer productivity and help avoid expensive downtime.
5.3 Who is web support for?
Web support will be provided to Autodesk® Subscription customers at the rate of one designated person per seat of software on subscription. In addition, each contract provides web support access to the Contract Manager and Software Coordinator. (Support seats=Seats under Subscription + 2) Customers will not be able to designate additional users once the maximum number of users have been designated and are logged into the Subscription Center. Check with your Autodesk Authorized Reseller or view the current product availability list.
5.4 Do we need Internet access for the
web support program?
Yes. You must have Internet access to use the web-based support process.
5.5 What kind of response time can we expect
when we ask technical questions through the web-based support system?
Autodesk technicians will respond to customer questions within two business hours of receipt. Initial response will consist of an answer, a suggested resolution, or a request for more information necessary to provide a response.
5.6 What type of product support is covered
through web support?
Autodesk will respond to questions about Autodesk product installation, configuration, and troubleshooting only. This web support does not provide training, code debugging, consultation, customization, or support for third-party hardware, operating systems, networks, or peripherals.
5.7 What questions qualify as installation,
configuration and troubleshooting questions?
Installation questions relate to; product installation processes and options, system requirements, peripheral device setup, and FLEXlm installation and network deployment. Configuration questions relate to; product performance tuning, security and administrative settings, file import & export types and variables, database connectivity, and interoperability with O/S, network, and peripherals. Troubleshooting questions relate to; product behavior versus documentation specifications, error messages, file corruption dialogs, Autodesk product interoperability and data migration between product releases.
5.8 In what languages is web support available?
For information on language availability, contact your Autodesk Reseller or Autodesk Account Representative.
5.9 How does this support offering relate
to support offered by resellers?
Autodesk will provide direct web support for Autodesk software product functionality. Resellers will continue to offer a variety of professional services for Autodesk products including telephone support, on-site services, third-party application support, product and process training, and consulting services.
5.10 Is web support available for all Autodesk
products for all market segments?
No. Web support is available only for the following commercial products: AutoCADR Web support is not available for AutodeskR 3ds MaxR, Education customers, or NFR products. Technical support for CAiCE Visual Transportation Products is offered directly by CAiCE via the CAiCE Service website.
5.11 Why is Autodesk 3ds Max excluded from
the new web support?
Autodesk 3ds Max customers are excluded from the new web support because they currently have the option of purchasing various levels of telephone technical support from Autodesk Media and Entertainment. |
