Support Level Options

[Anonymous]

Hi.  I'm evaluating 360 ultimate for my business.  I run a small machine shop and design our own products.  The only thing putting me off is clarity of support.

Can you tell me what level of support I can expect?  

I'm based in the UK.

Thanks.

[innovatenate]

The below website outlines the highlights the differences between basic and advanced support. 

http://www.autodesk.com/support-offerings/overview

The big difference in my opinion is that the advanced support includes phone support entitlements. 

Please let us know if you have any other questions!

Thanks,

[Oceanconcepts]

One hint might be to look through these forums and check the time it took for questions to be noticed and responded to. I've been amazed at the speed and responsiveness of the Fusion team's support here. 

[Anonymous]

Thank you for the reply.  

I notice there is an enterprise support option but it doesn't specify there is a 360 option that includes this.

Basically, what I want is to be able to phone someone if I have an issue that requires immeditate help.  Say I'm having an issue with a toolpath on a machine and the machine is down.  Or I have a time sensitive project and need help with a modelling issue.

The forum will be great for general enquires but there will be some times when time is of the essence.

Also, would any number be a UK number working with UK time?

Thanks in advance.

[San_Escobar]

In my point of view, not sure if due that I am on ADN and Elite Expert. But whenever I have an issue for real, I always get someone (Autodesk) straight foward contacting me, even arranging a phone call from states here (I am based in London UK) serious no delay.

I can say its pretty good support on those forums. Hope it work out for you. 

Cheers

[Oceanconcepts]

Same here, not sure how much is due to EE status, but I suspect not much. I have posted questions late at night and received a response in minutes, sometimes a phone call. Either Autodesk has support staff in every time zone on all the time, or they never sleep.

We do embedded software development, and for those tools we can wait days or more for critical issues and bugs to receive attention. The contrast with Autodesk is stark.

[Anonymous]

How do I contact CAM phone support?  It seems most of the support people I talk to are from CAD support.

Todd

[jeff.walters]

@todmorg wrote:

How do I contact CAM phone support?  It seems most of the support people I talk to are from CAD support.

Todd

---

I know 24/7 CAM phone support has been discussed many times and the logistics haven’t been settled yet (as far as I know). I do know our email cam.support@autodesk.com is monitored by people from around the world along with our 2 CAM specific forums http://camforum.autodesk.com/ and http://forums.autodesk.com/t5/computer-aided-machining-cam/bd-p/2070.