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Support Benefits Terms for Advanced Support

0.  Advanced Support Definitions.

Capitalized terms used and not otherwise defined in these Advanced Support Benefits Terms shall have the meaning assigned to them in Your Autodesk Support Agreement.

“Documentation”: any technical requirements and end-user documentation for the Covered Service or Covered Software made available to You by Autodesk.

“Extended Support Hours”: 24 hours per day, 5 days per week during the applicable Workweek, excluding Holidays.

“Guidance”:  general advice and direction from Autodesk Support personnel or other Autodesk-provided sources assisting with the use of Covered Service features.

“Holidays”: periods other than Weekends that fall on Autodesk holidays and other scheduled Autodesk down-time periods in the applicable Autodesk business region.

“Hotfix”: a software fix or patch which, when installed, wholly or partially restores Covered Software to conformance with the applicable Documentation or otherwise reduce or alleviate the adverse effect of the Incident on the Covered Software.

“Incident”: a problem or issue with the operation of Covered Service or Covered Software, as applicable, which may include an interruption in the operation or a reduction in the performance of that Covered Service or Covered Software, or difficulty activating or registering Covered Service or Covered Software, or accessing features.

“Local Business Hours”: The Local Business Hours for each Autodesk business region are set forth in the table below.

Autodesk Business Region

Support Local Business Hours by Autodesk Business Region

Asia-Pacific Region

9am to 5pm Monday through Friday SGT (UTC +8), excluding Holidays

Americas Region

9am to 8pm Monday through Friday EST/EDT (UTC -5/UTC -4), excluding Holidays

EMEA Region

9am to 5pm Monday through Friday, CET/CEST (UTC +1/UTC +2)excluding Holidays

Note:  For Support Requests in relation to certain Covered Services, the applicable Local Business Hours shall be those shown for the Americas Region, irrespective of where the Support Request originates geographically.  Those Support Requests in relation to Covered Services subject exclusively to the Americas Region Local Business Hours are: AutoCAD 360
Energy Analysis for Revit
Green Building Studio
Structural Analysis for Revit
Autodesk PLM 360
Configurator 360
Mockup 360
Optimization for Inventor
Process Analysis 360

“Named Caller”: a Support User designated by  You who may submit telephone Support Requests on Your behalf .

“Resolution”: a final disposition of a reported Incident, which may include, but is not limited to, delivery of a Hotfix, Workaround, Guidance or other solution, or if none of the foregoing can be achieved despite commercially reasonable efforts, a determination that no Solution will be delivered for the Incident.  An Incident for which either a Solution is provided or a determination that no Solution is possible has been made, is deemed to be “Resolved.”

“Response”:  Autodesk’s initial response to an Incident reported by a Named Caller.  A Response may be an acknowledgement of receipt of a Support Request or may include substantive information regarding the nature or root cause of the Incident or Guidance related to the Incident.

“Severity Level”: the designation assigned to Incidents escalated to Autodesk pursuant to this Support Agreement.  Severity Levels shall be assigned in accordance with the descriptions set forth in the following table:

Incident Severity Level

Description

Severity 1 – Critical

 

An Incident that involves total failure of the Covered Service or Covered Software to operate, or inability to access the Covered Service  or Install or access the Covered Software or to use key features, resulting in unrecoverable key design data loss or complete interruption of a mission critical design project, for which no Workaround exists.

Severity 2  - Urgent

 

An Incident that involves severe impairment of major Covered Service or Covered Software functionality or inability to access the Covered Service or Covered Software or to use particular features, that will result in long-term impairment of productivity.  A Workaround may be available.  Note that an Incident which would otherwise qualify as a Severity 1 Incident for which a Workaround exists would be a Severity 2 Incident.

Severity 3 – Standard

 

An Incident that has a limited or minor adverse effect on Covered Service or Covered Software operation or involves inability to access the Covered Service or Covered Software or to use particular features, in a manner that does not substantially reduce productivity.  A Workaround may be available. Severity 3 Incidents also include general usage questions regarding Covered Service or Covered Software and requests for clarification of the meaning of Documentation.


You, Your User, Designated User or Named Caller, as applicable, will initially set the Severity Level in accordance with the above definitions, when submitting a Support Request.  If in Autodesk’s reasonable opinion, the Severity Level is set improperly, Autodesk may reset the Severity Level to the appropriate level based on the above criteria.

“Support Request”: Your request for assistance with an Incident, as entered into Autodesk’s Product Support system whether via the web or telephone.  Support Requests may also be referred to in Autodesk’s systems and/or by Autodesk technical support personnel as “Cases”.

“Weekends”: periods during the week when businesses are customarily closed in the time zone for the applicable regional Workweek (typically Friday evening to Monday morning in the applicable time zone).

“Workaround”: a technique or information that alleviates the adverse effects of an Incident on the operation of the Covered Service or Covered Software, as applicable, but may not entirely alleviate the adverse effect of the Incident on the Covered Service or Covered Software.

“Workweek”: the applicable Workweek for each Autodesk Business Region are set forth in the table below.

Autodesk Business Region

Applicable Workweek by Autodesk Business Region

Asia-Pacific Region

Monday through Friday SGT (UTC +8), excluding Holidays

Americas Region

Monday through Friday, EST/EDT (UTC -5/UTC -4), excluding Holidays

EMEA Region

Monday through Friday, CET/CEST (UTC +1/UTC +2), excluding Holidays

1.  Advanced Support (Forum Support, Web Support and Telephone Support):

A.  Expedited Forum Support: 

For certain Covered Services and Covered Software, in certain countries or regions, Autodesk product support specialists will monitor product forums and assist with technical support questions.  Autodesk will use commercially reasonable efforts to provide a Response to Your Support Requests submitted to a monitored forum within two days during Local Business Hours, provided that You have correctly linked Your Covered Services account with Your forum account.

B.  Web Support:

Web Support will be provided to You via Your Users or Designated Users, as applicable, during the Available Support Hours set forth in the table in Subsection C, below, except that Web Support may be temporarily unavailable during scheduled system maintenance.  Autodesk will use commercially reasonable efforts to provide Responses within the applicable Targets set forth in the table in Subsection C, below.  Autodesk’s Web Support related communications will generally be posted to Autodesk Account and Your Support User will be notified of the posting of the information by email. Your Support User may also be contacted by email or telephone to facilitate the handling of specific Incidents in Autodesk’s discretion.

C.  Advanced Telephone Support, Support Hours and Response Targets:

If You are entitled to Advanced Support, Your Named Callers shall be entitled to submit Support Requests by telephone.  Advanced Telephone Support will be provided to Your Named Callers by telephone during the Available Support Hours set forth in the table, below.  All Support Requests for Advanced Telephone Support may be submitted to any regional Autodesk call center, subject to the requirements of Section 2.2 of this Support Agreement.  Autodesk will use commercially reasonable efforts to provide Responses within the target times specified, based on the Severity Level of the Incident, as shown in the table below.  Autodesk’s Responses will generally be communicated to Your Named Caller by telephone call from a product support specialist.

Incident Severity Level

Available Support Hours

Response Target

Severity 1 – Critical

You may submit Telephone Support Requests during Extended Support Hours.  Web Support Requests may be submitted at any time.

Within 2 hours during Extended Support Hours from Autodesk’s receipt of Your Support Request

Severity 2 - Urgent

You may submit Telephone Support Requests during Extended Support Hours.  Web Support Requests may be submitted at any time.

Within 4 hours during Extended Support Hours from Autodesk’s receipt of Your Support Request

Severity 3 – Standard

You may submit Support Requests during Extended Support Hours.  Web Support Requests may be submitted at any time.

Within 8 hours during Extended Support Hours from Autodesk’s receipt of Your Support Request