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Support Benefits Terms for Advanced Support (for Maintenance Plans)

Support Benefits Terms for

Advanced Support

(for Maintenance Plans)

 

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 Software or Covered Services, the applicable Local Business Hours may be those for a single region or single country within a given region, irrespective of where the Support Request originates geographically.

 

 

 

 

 

“Response”:  Autodesk’s initial response to an Incident reported by a Support User.  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, or Your Support User, 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 Agreement” : the agreement containing the Support Terms and Conditions governing these Advanced Support Benefits Terms.

 

“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”.

 

 

“Support User”: qualified individuals who are authorized by You to Submit Support Requests and access Support Benefits on Your behalf.  Eligibility of an individual to be a Support User shall be determined in accordance with Autodesk’s policies pertaining to specific Support or Autodesk Maintenance Plans or Autodesk Subscription Agreements (as applicable).

 

“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/E-Mail 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, 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 the table, 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.

Autodesk will use commercially reasonable efforts to provide Responses to Web Support Requests within the target times specified, based on the Severity Level of the Incident, as shown in the table below. Web Support Requests may be submitted at any time.

 

Incident Severity Level

Web Support Response Target

Severity 1 – Critical

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

Severity 2 - Urgent

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

Severity 3 – Standard

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

 

 

C.  Advanced Telephone Support and Support Hours:

 

If You are entitled to Advanced Support, Your Support Users shall be entitled to submit Support Requests by scheduling a telephone call with one of Autodesk’s product support specialists.  Telephone Support will be available to Your Support Users during Extended Support Hours.    All Support Requests for Telephone Support may be submitted to any regional Autodesk call center, subject to the language availability provision contained in the Support Agreement.    

 

 

D.  Other Modes of Subscription Support

 

In addition to Web Support and Telephone Support, Autodesk may make additional modes of Advanced Support available to You from time to time.  Examples include Support for Covered Software and Covered Services APIs provided via Autodesk Developer Network, remote desktop troubleshooting, online chat (limited availability) and access to curated technical support informational resources, including articles, videos and similar content.