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.
| 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) | 2 Hrs |
Per Instance Autodesk Technical Support
This level of coverage 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
This level of coverage 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 first) 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
This level of coverage allows for 'Training' product support in addition to 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 first) 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
This level of coverage 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 first).
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 coverage 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 Advance Steel
• Autodesk Inventor Professional
• Autodesk Inventor Publisher
• Autodesk Navisworks
• Autodesk Revit Architecture
• Autodesk Revit MEP
• Autodesk Revit Structure
• Autodesk Showcase
• 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