Autodesk Product Support Framework

Questions and Answers

Autodesk provides a variety of support offerings to
help you implement Autodesk solutions faster,
maximize productivity, and minimize downtime.
Some offerings are only available with Autodesk
Subscription.
Contents
1. About the Autodesk Product Support Framework .................................................... 1
2. Buying Autodesk Support............................................................................................ 2

1. About the Autodesk Product

Support Framework
1.1 What is the Autodesk Product Support framework?
The Autodesk Product Support framework provides a variety of support offerings for
Autodesk customers.
1.2 What are the new levels of Autodesk support?

Autodesk Enterprise Priority Support is the premium-level support offering for

Autodesks direct, large enterprise customers. It provides the fastest response
time by Autodesk product support and offers a comprehensive program of
proactive support services, including a Support Account Manager who personally

oversees all account needs. Customers must have an Autodesk Subscription to

purchase Enterprise Priority Support.

Autodesk Advanced Support is the premium-level support offering for small and
medium-sized businesses. It provides one-to-one phone access to senior

Autodesk support specialists. Customers must have an Autodesk Subscription

to purchase Advanced Support.

Autodesk Basic Support is an entry-level support offering, for small and

medium-size businesses. Basic Support is included with an Autodesk

Subscription. It provides access to a package of Autodesk online support
services.

Autodesk Per-Incident Support provides access to phone support on an asneeded basis. It does not require an Autodesk Subscription and includes no
Subscription services.

AUTODESK PRODUCT SUPPORT FRAMEWORK QUESTIONS AND ANSWERS

1.3 Is product support available with Autodesk Subscription?

Autodesk Basic Support is included with Autodesk Subscription. Subscription customers
can also choose to purchase premium offerings, such as Advanced Support or Enterprise
Priority Support, that provide priority one-to-one support and additional benefits.
1.4 What are the customer benefits of the new Autodesk support framework?
The Autodesk Product Support framework provides a better support experience for
customers because it offers a variety of support offerings to meet the needs of different
customer segments. Autodesk also ensures access to baseline support for all customers.
1.5 What online support options do Autodesk customers have with the offerings?
All customers have access to an online knowledge base and community support forums,
where Autodesk staff and experts within the community answer questions submitted by
customers.
Customers with Enterprise Priority, Advanced, or Basic Support have their community
forum posts escalated to the Autodesk product support team if the community does not
respond to the question within 24 hours.
Customers with Enterprise Priority and Advanced Support can also escalate their
community forum posts on demand to the Autodesk product support team. They can also
verify if they need any further assistance by indicating if they have received an accepted
solution.
1.6 In which languages is Autodesk product support available?
All customers have access to an English-language online knowledge base and community
support forums, where Autodesk staff and experts within the community answer questions
submitted by customers.
One-to-one product support is always available in English, and we also strive to provide
assistance in the languages supported by the individual product during local business
hours.
1.7 How do Autodesk customers access the new support offerings?
Customers access Basic Support through Subscription Center and Autodesks online
community support forums.
Customers with contracts for Advanced and Enterprise Priority Support can call Autodesk
product support or sign in to Subscription Center (www.autodesk.com/subscriptionlogin)
for priority assistance. Customers with Enterprise Priority Support can also contact their
named Autodesk Support Account Manager.
Customers purchasing Autodesk Per-Incent Support should submit an Autodesk product
support web request for assistance, and a specialist will call back.

2. Buying Autodesk Support

2.1 Who can buy the premium Autodesk support offerings?
All customers have free access to an online knowledge base and community support
forums, where Autodesk staff and experts within the community answer questions
submitted by customers.

AUTODESK PRODUCT SUPPORT FRAMEWORK QUESTIONS AND ANSWERS

Only Autodesk Subscription customers can purchase Enterprise Priority Support or

Advanced Support. Autodesk Basic Support is included with Autodesk Subscription. The
premium support offerings (Autodesk Enterprise Priority and Autodesk Advanced) are
available in any location where Autodesk Subscription is sold.
Customers who do not have Autodesk Subscription can purchase Autodesk Per-Incident
Support.
2.2 How much do the Autodesk support offerings cost?
Support prices are based on the product price. Contact your Autodesk Authorized
Reseller or Autodesk sales representative for more information.
2.3 Is any Autodesk support included with Subscription?
Autodesk Basic Support is included with Autodesk Subscription. It provides access to a
package of Autodesk online support services.
2.4 Does the Autodesk support contract start at purchase date, or is it prorated
based on the Subscription contract date?
The support contract is prorated to match the Subscription contract date.
2.5 Can Autodesk Subscription customers upgrade their support (for example, from
Basic to Advanced) before the end of the Subscription period?
Yes. Subscription customers can upgrade their support at any time.
2.6 Where can I find more information?
To learn more, visit www.autodesk.com/support, or contact your Autodesk Authorized
Reseller or Autodesk sales representative.

Autodesk is a registered trademark of Autodesk, Inc., and/or its subsidiaries and/or affiliates in the USA and/or other
countries. All other brand names, product names, or trademarks belong to their respective holders. Autodesk
reserves the right to alter product and services offerings, and specifications and pricing at any time without notice,
and is not responsible for typographical or graphical errors that may appear in this document.

AUTODESK PRODUCT SUPPORT FRAMEWORK QUESTIONS AND ANSWERS

2012 Autodesk, Inc. All rights reserved.