Word cloud for the Customer Guide to Autodesk Advanced Support.
On this subject, now that the AREA forums have been updated, I suspect Maya/3dsMax/Softimage customers are one step closer to forum support. From the Advanced Customer Guide:
Proactively Escalate Forum Posts to Autodesk
Autodesk Advanced Support provides you with all the benefits of Basic Support, including expedited community forum support: if the community does not respond to your posts within 24 hours, they are automatically escalated to Autodesk.
The second part of your post somewhat confuses me: as a stated intention, the part saying “if the community does not respond to your posts within 24 hours (…)” is quite admirable, in real-life situations there are, however, often good reasons why a community doesn’t respond. And I wouldn’t want support to get clogged up over questions “the” community finds to silly to adequately answer, for instance…
That’s true. I imagine in practice Autodesk Support focuses on questions about technical problems, not out-of-scope questions. I don’t know the exact protocol; certainly general how-to questions or vague non-specific questions will have a lower priority when escalated.