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 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.
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.
|AutoCAD Lt (Windows)
AutoCAD Advance Steel
AutoCAD (including Toolsets)
BIM 360 Design
BIM 360 Docs
BIM 360 Field
BIM 360 Plan
Autodesk BIM Collaborate Pro
Autodesk Civil 3D
|Factory Design Utilities
Autodesk Inventor Professional
Autodesk Inventor CAM
Autodesk Revit LT Suite
Woodwork for Inventor
Autodesk 3ds Max
|Gold Level Support||12 Months||Gold – Product Support & Training Support||10 hours|
|Post Training Support||1 Month||Post Training Support (Gold Support)||Unlimited|
In addition to our Gold Support offerings listed above, we are also able to offer specialist support and training on a consultancy basis for the following products.
Autodesk Vault File Server (AVFS)
Autodesk Vault Professional
Autodesk Vault Thin Client (web)
Autodesk Vault Workgroup
BIM360 Team, Docs, Field, Glue, Point Layout
Fusion 360 Ultimate
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