AEC CAD Solutions Technical Support Options
When you purchase software from AEC, you have several options to choose from for product support. Your organization will be supported by industry experts who understand the software and how it is used in the real world. Our support plans will help you maximize performance and productivity while minimizing technical hassles.
Online support is available 24 -7 and only a mouse click away to the Autodesk Knowledge base. Ninety percent of all tech support questions are easily found in the knowledge base.
Some of our customers uncover a suspected bug or uncover a question while deep in a project and would like an answer but also find a work around and keep going. For those inquisitive minds that just want to know, the best method might be to e-mail us with a question. and our goal is to have a 4 hour response and 24 hours resolution.
AEC CAD Solutions offers FREE phone support to all of its customers on a best efforts basis. We feel support should be a service and a way of saying thank you for purchasing from AEC. Our goal is to have a 4 hour response and 24 hours resolution and most of the time you will get right through to a support technician. If the technician is on-site or out of the office, you will receive a call back within 4 hours and most issues can be resolved during the initial phone call. Be aware that some issues may require additional resources from Autodesk and their support call back time may add to our response. In addition you should know that not all support requests have a resolution. Sometimes our customers will uncover a bug that will not be fixed until the next release, and sometimes Autodesk may not have a solution for your issue. As much as we would like all support questions to come out with a happy ending, we too will try our best to offer work arounds but sometimes there is no fix.
Please be aware of marketing efforts of other resellers who will charge you for the same support we offer for free. We tell you up front that there may be a delay in answering your questions, be wary of those who charge do not pay big fees to someone who offers Other companies charge for this and in reality have about the same response time.
For those who want to speak with the manufacturer, Autodesk customer phone support on a fee basis. Contact Autodesk at www.autodesk.com/support for more information.
Some support issues may not be resolved over the phone or in fact may be a training issue. While there are many how-to white papers on installation, network configuration, and plotting, sometimes issues arise that are not covered in the documentatition and just can not be answered over the phone. In these special cases AEC is glad to assist you in solving theses issues on a hourly basis. Call for details.
For clients who have more than basic requirements for support, Complete Support is purchased in units of time called blocks, with discounted pricing for large quantity purchases. Your Complete Support contract brings you unlimited support for the amount of time purchased for one year from date of purchase, and may be used via phone, e-mail, web, or basic onsite support visits. Most support offerings are billed as one block per hour used, but certain advanced solutions are subject to a higher block-to-time ratio.
Organizations with large departments using Autodesk products will benefit most with a solution tailored precisely to their needs. With a Comprehensive Custom Support contract, support parameters are drawn after we assess your staff. We'll recommend how many hours of support we estimate you'll use, and we'll show you the cost savings that you'll realize with custom support. Your contract will bring you as much phone, e-mail, and web support that your organization requires, along with special rates for onsite support.