Wednesday Word Cloud: Advanced Support

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.

New product support offerings from Autodesk

Autodesk recently unveiled its new support offerings. What does this mean for a Softimage customer?

  • Advanced support is basically Gold support renamed. You don’t lose any Subscription benefits that you already have.
  • Basic support is not available for Softimage and a handful of products, such as MotionBuilder, Showcase, Alias, and Simulation. In general, the reason why these products don’t have Basic are 1) they are acquisitions and we are maintaining the same level of support as they had before, and 2) they are complex products that require a high-level (eg expertise level) of support that our partners cannot provide.
  • Up & Ready support is available for 90 days (it was previously 30). So if you buy Softimage but not Subscription, you get 90 days of Up & Ready support for install and licensing problems.
  • Per-incident support is available for Softimage (it wasn’t before). Again, this is good for non-Subscription customers only. I believe it costs something like $150US.

Overall, the purpose of these new support offerings is to let the [majority of] customers choose the support that is right for them.