Phone vs email support

[peterg]

G'day,

So we've been having trouble with a network deployment of LDT companion to C3D which can't retreive a license from the lecinse manager on our local network, but will retrieve a license from a computer on our network that is in a different office.

I am stumped, our company support dude is stumped and he claims that Autodesk will only provide email support.

Is this true? We're not huge, but we're a 250 employee company, is there no way to get some phone support in a service agreement?

What other options would we have for support? Either need someone here in person or on the phone as email support is not sufficient.
Thanks,
Pete

[Anonymous]

Your reseller is obligated to help you with install issues (at least in the
US).

If they are stumped, resellers have access to partner support both online
and over the phone, which they can conference call with you on the line.

If you use your subscription support, it is an "online only" situation, but
they will call you back if they feel they need clarification. Just make
sure when you submit the request and include a phone number.

--
Dana Breig Probert
http://civil3drocks.blogspot.com/
CADapult Ltd
Empowering Design With Innovative Solutions
www.cadapult.net
----------------------------------------------
wrote in message news:5210517@discussion.autodesk.com...
G'day,

So we've been having trouble with a network deployment of LDT companion to
C3D which can't retreive a license from the lecinse manager on our local
network, but will retrieve a license from a computer on our network that is
in a different office.

I am stumped, our company support dude is stumped and he claims that
Autodesk will only provide email support.

Is this true? We're not huge, but we're a 250 employee company, is there no
way to get some phone support in a service agreement?

What other options would we have for support? Either need someone here in
person or on the phone as email support is not sufficient.
Thanks,
Pete

[Anonymous]

peterng wrote:
> G'day,
>
> So we've been having trouble with a network deployment of LDT
> companion to C3D which can't retreive a license from the lecinse
> manager on our local network, but will retrieve a license from a
> computer on our network that is in a different office.
>
> I am stumped, our company support dude is stumped and he claims that
> Autodesk will only provide email support.
>
> Is this true? We're not huge, but we're a 250 employee company, is
> there no way to get some phone support in a service agreement?
>
> What other options would we have for support? Either need someone
> here in person or on the phone as email support is not sufficient.
> Thanks, Pete

Phone call to Autodesk by a user (customer) costs $. I think they
still offer it...subscription support is via email, and it pretty good.

However, the bigger picture is that you have a reseller, and if that
reseller is worth the money you pay them, then you should get support
from them. Some resellers charge for support (yearly contract), some
don't. Your reseller (SHOULD) has the option to email OR call Autodesk
direct (avenues customers don't have), and can take advantage of that if
the need arises.


--
Jason Hickey
Civil 3D 2007 SP1
Dell Inspiron 9100
3.0 gHz, 2 GIG RAM, ATI Mobility Radeon 9700 (128 MB)
Windows XP Pro SP2

http://beneaththelines.blogspot.com