Subscription &
Other Offerings

Effective Date: March 27, 2019

Follow this link for terms and conditions applicable to Enterprise Priority Support purchased prior to March 27, 2019.

https://www.autodesk.com/company/legal-notices-trademarks/enterprise-priority-support

The following services are enterprise level Offerings that are available for purchase through an EBA or other Additional Agreement. Please check your Additional Agreement for details of the Enterprise Success Program(s) purchased by You.

*Support is available 24 hours a day, 7 days a week for incidents classified as Severity 1 and 24 hours a day, 5 days a week for incidents classified as Severity 2 or 3.

For certain Eligible Offerings, 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 Autodesk account with Your forum account.

Web support will be provided to You via Your Support Users during the Available Support Hours set out in the table in Subsection C, below, except that web support may be temporarily unavailable during scheduled system maintenance. All Support Requests for web support shall be submitted solely via Your Autodesk Account, following the instructions and procedures stated there. Autodesk will use commercially reasonable efforts to provide Response, Status Reports, Workarounds and Resolutions within the applicable Targets set out in the table in Subsection C, below. Autodesk’s web support related communications will generally be posted to Your 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.

If You are entitled to receive Enterprise Priority Support, You may appoint an unlimited number of Support Users and a designated number of Customer Escalation Managers. Only Customer Escalation Managers that have been notified to Autodesk may submit Telephone Support Requests for Severity 1 Incidents. All notifications of Named Callers should be in writing and provided to Autodesk in advance. You may modify Named Caller designations at any time by providing Autodesk with an updated list.

Enterprise Priority Telephone Support will be provided by telephone during the Available Support Hours set out in the below table. All Support Requests for Enterprise Priority Telephone Support may be submitted to any regional Autodesk call center, subject to the requirements of these Enterprise Success Terms. Autodesk will use commercially reasonable efforts to provide Responses, Status Reports, Workarounds and Resolutions within the target times specified, based on the Severity Level of the Incident, as shown in the table below. Autodesk’s Responses, Status Reports, and the availability of Workarounds or a Resolution will generally be communicated to Your Named Caller or other Support User. If Autodesk provides a Workaround, Autodesk will reduce the Severity Level of the Incident to the appropriate level in accordance with the Severity Level description matching the post- Workaround condition of the Incident, and from that time the Status Reporting and Resolution Targets for the newly assigned Severity Level shall apply.

1. If Support Users Submit Support Requests for Severity 1 Incidents, Autodesk will treat such Support Requests as being for a Severity 2 Incident until the Severity 1 status of the Support Request has been validated by a Customer Escalation Manager. Support Requests for Severity 1 Incidents submitted by a Customer Escalation Manager shall be treated by Autodesk as having Severity 1 status upon receipt.
2. If You wish to receive Enterprise Priority Telephone Support on a 24/7 basis, worldwide, You must make one or more Named Callers available to receive and act on Autodesk support-related communications at any time. Though web support Requests may be submitted at any time, Responses to such web support Requests will be provided only during Extended Support Hours. Severity 1 Support Requests must be submitted by telephone or as otherwise recommended by Autodesk in writing.
3. For Severity 1 Support Requests received within 1 hour of the commencement of Extended Support Hours, the Response Target shall be within 4 hours from Autodesk’s receipt of Your Support Request. In addition, Autodesk will use commercially reasonable efforts to provide a supplemental technical Response within 4 hours after the initial Response.
4. You may work with Your CSM to specify less frequent Status Reporting than the Status Reporting Target shown for the particular Severity Level of Your Incident.
5. Any request for inclusion of new features, enhancements or functionality to an Eligible Offering will not be classified as a Support Request, and Autodesk has no obligation to provide a Workaround, Response or Status Reports regarding, or to Resolve, such Support Requests.
6. You agree that Your Support Users will submit support requests only as provided in these Enterprise Success Terms; provide Autodesk with any information reasonably requested by Autodesk to provide support; follow all instructions and perform any preliminary troubleshooting or problem analysis procedures made available by Autodesk; and implement any fixes, corrections or workarounds recommended by Autodesk.
7. To avoid doubt, the limitations and conditions applicable to the Virtualization Benefits as set out in the Terms of Use at https://www.autodesk.com/company/terms-of-use/en/subscription-benefits apply to services provided as part of Enterprise Priority Support.

NOTE: Enterprise Priority Support services may be provided outside of Local  Business Hours at the discretion of Autodesk.

These Enterprise Success Terms, together with the General Terms, apply to all Enterprise Success Programs and constitute a binding contract between You and Autodesk.  If there is any conflict between these Enterprise Success Terms and the Additional Agreement, the Enterprise Success Terms will control in relation to the delivery, and Your receipt of, Enterprise Success Programs.

All Enterprise Success Programs are expressly conditional on Your agreement to these Enterprise Success Terms.  Except as expressly set out in an Additional Agreement signed by You and Autodesk, any further or different terms are rejected.  If you do not agree to these Enterprise Success Terms, You do not have the right to access or use our Enterprise Success Programs.

Capitalized terms not otherwise defined below have the meaning assigned to them in the General Terms.

“Additional Agreement”: has the same meaning as in the General Terms.

“Autodesk”: the Autodesk entity or entities specified on your Additional Agreement.

“Autodesk Success Personnel”: the following roles which correspond to the level or type of Enterprise Success Program purchased by You:

# The selection and deployment of individual Autodesk Success Personnel is at Autodesk’s discretion as detailed in section 3.4 of these Enterprise Success Terms.

“Customer Success Plan” or “CSP”: a jointly developed, documented set of activities intended to guide Your desired business outcomes through maximizing effective use of Autodesk Offerings.

“Customer Escalation Manager”: an individual designated by You or Your contract manager who will (i) be responsible for validating that all Support Requests submitted by Support Users as Severity 1 Incidents satisfy the Severity Level definition for Severity 1 – Critical, and (ii) act as Your single point of contact for communications with the CSM. You must ensure that each Customer Escalation Manager designated by Your Contract Manager understands the Severity Level definitions and is familiar with the environment in which You operate the Eligible Offerings.

“Documentation”: any technical requirements and end-user documentation for an Offering made available to You by Autodesk.

“EBA”:  an enterprise arrangement known as an Enterprise Program Agreement signed directly with Autodesk for the supply of software and other enterprise benefits, including but not limited to Enterprise Success Programs.

“Eligible Offerings” : the then-current Offerings which are eligible for Enterprise Priority Support as set out in this document.

“Guidance”: general advice and direction from Autodesk Success Personnel.

“Extended Support Hours”: 24 hours per day, 5 days per week during the applicable workweek as set out in Section 2.2 of these Enterprise Success Terms.

“Geo”: the Autodesk geographic regions outlined in section 2.2 of these Enterprise Success Terms.

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

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

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

“Local Business Hours”: the local business hours for each Autodesk Geo as set out in Section 2.2 of these Enterprise Success Terms.

“Named Caller”: a Support User designated by You, as applicable, who may to submit telephone Support Requests on Your behalf if You have purchased or Enterprise Priority Support.

“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 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 these Enterprise Success Terms. Severity Levels shall be assigned in accordance with the descriptions set out in the following table:

Your Support User 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.

“Status Report”: a communication from Autodesk that provides information regarding the current status of Resolution efforts for a reported Incident. A Status Report may also include Autodesk requests for additional information regarding an Incident.

“Enterprise Priority Support”: the program offered generally by Autodesk under which Autodesk may provide (among other things) enterprise wide technical support services, assistance or related benefits as described in Section 2.0.   

“Support Request”: Your request for assistance with an Incident, as entered into Autodesk’s product support system(s) 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 Requests are prioritized by severity level. Your Support User will initially set the severity level when submitting a support request, but Autodesk has the right to change the severity level of Your support requests if, in Autodesk’s opinion, the severity level has been set improperly. Your Support Users must use the below descriptions when assigning severity levels to support requests.

“Term”: the period for which you have purchased Enterprise Success Programs as set out in your Additional Agreement (e.g. your EBA or your quote).

“User” or “Support User”:  an Authorized User who is designated by You to submit Support Requests and receive technical support for Your Eligible Offerings.

“Workaround”: a technique or information that alleviates the adverse effects of an Incident on the operation of an Eligible Offering, but may not entirely alleviate the adverse effect of the Incident.

Enterprise Success Program services are provided to You and those of Your Authorized Users who are using Eligible Offerings for Your benefit or as part of Your projects.  Autodesk is not required to provide Enterprise Priority Support or any other Enterprise Success Program services to Your third party consultants, contractors or joint venture partners.

Your Enterprise Success Program details, including the program duration and transaction terms, are set out in your Additional Agreement (e.g. Your EBA or quote).  Enterprise Success Programs services are non-cancellable and will expire automatically at the end of the Term.  

During the Term, Autodesk may from time to time add programs or services to the Enterprise Success Program which are not listed in your Additional Agreement (a “new Enterprise Success Offering”).  Some of the new Enterprise Success Offerings may have limited availability, or involve additional fees or terms.  Please ask Autodesk Success Personnel for more details.  To avoid doubt, these Enterprise Success Terms will apply to all new Enterprise Success Offerings.

Enterprise Success Programs are intended for internal use by You and Your Authorized Users.  The type, and number of Autodesk Success Personnel available to your Authorized Users will correspond with the Enterprise Success Program purchased by You.  Autodesk Success Personnel will primarily provide services in English, however other languages may be available on request. Autodesk Success Personnel may not be available in all regions. Autodesk Success Personnel are designated, but not dedicated resources, unless otherwise specified in writing signed by Autodesk (e.g. in Your EBA). The selection and deployment of individual Autodesk Success Personnel is at Autodesk’s discretion.

Autodesk Success Personnel will generally be available during the applicable Local Business Hours, excluding weekends, regional Autodesk holidays and other non-work days, for the Autodesk offices where the resource is based, subject to their other duties.  By mutual arrangement, Autodesk Success Personnel may periodically be available at different times. Additional Autodesk Success Personnel may be assigned in additional locations at Autodesk’s discretion and subject to availability.  Additional fees may apply.

Autodesk Success Personnel may provide you with Guidance, information, recommendations and opinions in connection with Enterprise Success Programs.  Such guidance is provided for general discussion purposes only.  You must conduct your own independent analysis and assessment on whether a particular step is appropriate for You or Your Authorized Users before acting on any of the information provided.

Autodesk Success Personnel may also recommend additional Autodesk services or benefits outside of the Enterprise Success Program, including but not limited to the performance of an operational assessment, consulting services and/or enrollment in Autodesk Developer’s Network (“ADN”).  These additional services are expressly excluded from the Enterprise Success Terms.  Delivery of any such additional services is conditional on your acceptance of any Autodesk terms and conditions governing such additional services, together with payment of applicable fees and charges as quoted to you by Autodesk.

Autodesk Success Personnel are required to comply with Autodesk policies and guidelines.  Autodesk will endeavor to ensure that Autodesk Success Personnel attending onsite meetings or performing onsite services will comply with Your reasonable requirements (including those relating to safety or data security while accessing Your systems or facilities) that are directly applicable to the relevant services while on site provided that: (a) You provide Autodesk with advance notice in writing; and (b) You agree that Autodesk may decline to attend Your site if, in its reasonable opinion, the notified requirement conflicts with Autodesk’s own polices in relation to the same subject matter.

Your Customer Success Plan is a living document that will evolve over time.  Autodesk Success Personnel will assist you with the CSP and will work openly and constructively to facilitate the objectives set out in that CSP. 

A CSP is not a contract.  It is intended to guide discussions and record Your objectives relating to adoption of Autodesk Offerings.  Your Customer Success Plan may reference third parties and Your projects but is not intended to replace project plans, consultancy services (whether via Autodesk or third parties) or other professional services.  Neither Autodesk or any third party referenced in the CSP has any obligation to provide consultancy or professional services until the tasks, resource allocation or other information is confirmed in writing as part of a separate written contract signed by You and that party. You are responsible for the independent evaluation and implementation of any guidance or recommendation contained in the CSP.  Autodesk accepts no liability for delivering or achieving any particular outcome, or for the consequences of any actions taken on the basis of the information provided in the CSP. 

You acknowledge and agree on behalf of You and Your Authorized Users that You (and third parties acting on Your behalf) may be required to provide, and Autodesk (and third parties acting on behalf of Autodesk) may obtain, certain information and data with respect to You and Your Authorized Users (including, without limitation, name, contact details, username, email address, machine ID, machine name and office/machine location details) and Your business or the business of Your Authorized Users for the purpose of delivering, maintaining or improving Enterprise Success Programs, developing new programs, managing the contractual relationship with You, implementing the CSP, measuring our performance or improving Autodesk software products generally.

By requesting an Enterprise Success Program that requires the personal data of You and/or Your Authorized Users, You agree and acknowledge that Autodesk maintains, uses, stores and discloses such information and data in conformity with Autodesk’s Privacy Statement at: https://www.autodesk.com/company/legal-notices-trademarks/privacy-statement for the purposes outlined above or as set out in the Privacy Statement.  You also agree to comply with all applicable privacy and data protection laws relating to the provision of such personal data to Autodesk, including any applicable requirements related to notice, consent, transfer (including cross-border transfer), disclosure and use, and acknowledge and agree that You are responsible for providing notice to and obtaining consent from any Authorized Users regarding the provision of such personal data (to the extent any such notice and/or consent are required by applicable law including without limitation applicable privacy and employment laws).

Without limiting the generality of the foregoing, You agree that: (a) Autodesk may from time to time prompt You and/or Your Authorized Users (and third parties acting on Your behalf or on behalf of Your Authorized Users) to acknowledge the terms of Autodesk’s Privacy Statement and/or provide consent to specific uses of information and data (including, without limitation, personal data); (b) Autodesk may provide information and data, including, without limitation, information and data about Your use of all/any of Your Authorized Users, to Autodesk affiliates and other third parties in connection with the provision, maintenance, administration or usage of Your Enterprise Success Programs in accordance with Autodesk’s Privacy Statement; and (c) Autodesk may make cross-border transfers of such information and data, including to jurisdictions with privacy or data protection laws that are less protective of Your information and data than the jurisdiction in which You reside or are domiciled in accordance with Autodesk’s Privacy Statement.  

Autodesk values the privacy and confidentiality of Your personal data.  You may request to opt-out of a specific Enterprise Success Program by giving us written notice signed by a person authorized to act for and on behalf of You and Your Authorized Users.  Such notice must specify the relevant Program so that Autodesk may take steps to cease collecting personal data in connection with that Program.  You may be required to assist Autodesk as reasonably required in the opt-out process (e.g., by removing software from Your network).  If you opt-out of an Enterprise Success Program or Programs, You acknowledge and agree that Autodesk may not be able to provide you with that Program, and Autodesk will have no liability whatsoever to provide you with such Program(s) to the extent that service delivery is impacted as a result. 

For purposes of these Enterprise Success Terms, “Confidential Information” means information, that is disclosed in written, oral, electronic, visual or other form by either party (each, as a “Disclosing Party”) to the other party (each, as a “Receiving Party”) during the Term, either (i) marked or designated as “confidential” or “proprietary” at the time of disclosure or (ii) disclosed under circumstance under which it ought to be treated as confidential by Receiving Party, and shall be limited solely to Autodesk technical information regarding Offerings that is disclosed by Autodesk to You in connection with Enterprise Success Programs, Your Support Requests and any files and related information submitted by You to Autodesk in connection with requesting and receiving Enterprise Success services.  Confidential Information shall not include information that from and after the date of disclosure: (i) is or becomes a matter of public knowledge through no fault of the Receiving Party; or (ii) was rightfully in the Receiving Party’s possession prior to receipt from the Disclosing Party free of any obligation of confidence, as shown by Receiving Party’s written records; or (iii) was rightfully disclosed to Receiving Party by another person without restriction as to use or disclosure; or (iv) is independently developed by Receiving Party without use of or reference to Disclosing Party’s Confidential Information as shown by Receiving Party’s written records. 

Receiving Party agrees to protect the Confidential Information by using the same degree of care as Receiving Party uses to protect its own confidential or proprietary information (but not less than a reasonable degree of care): (i) to prevent the unauthorized use, dissemination or publication of the Confidential Information, (ii) not to divulge Confidential Information to any third party, (iii) not to make any use of such Confidential Information except as necessary to perform its obligations or exercise its rights under these Enterprise Success Terms (the “Purpose”), (iv) not to copy except as reasonably required in direct support of the Purpose, and any copies made will include appropriate marking identifying same as constituting or containing Confidential Information of the Disclosing Party; and (v) not to reverse engineer any such Confidential Information. Receiving Party shall limit the use of and access to the Disclosing Party’s Confidential Information to Receiving Party’s employees and the employees of Receiving Party’s respective parent, subsidiaries and affiliated entities or authorized representatives who have a need to know and have been notified that such information is Confidential Information to be used solely for the Purpose; and have entered into binding confidentiality obligations no less protective of Disclosing Party than those contained in these Enterprise Success Terms. Receiving Party may disclose Confidential Information pursuant to any statutory or regulatory authority or court order, provided Disclosing Party is given prompt prior written notice of such requirement and the scope of such disclosure is limited to the extent possible. The obligations of Receiving Party regarding use and disclosure of the Confidential Information shall survive any termination or expiration for a period of three (3) years after the Term.

All Confidential Information remains the property of the Disclosing Party.  Receiving Party acquires no rights or licenses in the intellectual property of Disclosing Party including but not limited to, patents, trademarks, copyrights or service marks under this Support Agreement or through any disclosure hereunder, except the limited right to use such Confidential Information in accordance with these Enterprise Success Terms.

If You or your Authorized Users provide Autodesk with any data, information or materials (including Your Content) in connection with Enterprise Success Programs, You must ensure that you are entitled to provide this material to Autodesk, and by so providing it, You represent and warrant that the relevant material does not infringe any third party rights, is not subject to the International Traffic in Arms Regulations (“ITAR”), and does not require Autodesk or Autodesk Success Personnel to hold a security clearance of any kind. You further represent and warrant that either:

• The material is not subject to export control or other restrictions that would limit the nationality of the personnel who can view or work with the material, the location where it can be stored or accessed, or the location where support services can be performed in connection with that material, or
• For material that is subject to any such restrictions, you have obtained all government authorizations, including but not limited to export and import licenses, required in order for Autodesk to receive, use, and return the material to You, and You will provide Autodesk with copies of the applicable government authorization upon request.

Autodesk may suspend services if it reasonably believes Autodesk personnel are being exposed to controlled materials without appropriate government authorization.

The Avoidable Error Reduction reporting service requires the deployment of software on Your network to collect data for analysis and reporting back to You.  Additional terms (e.g. licensing terms) may apply to such software, and will be deemed accepted by Your deployment of that software.  You cannot receive the Avoidable Error Reduction service until the relevant software is deployed by You.

Autodesk may modify Enterprise Success Programs from time to time, provided the level of service will not materially decrease during the Term.

You also acknowledge and agree that Autodesk may add to or change the terms of these Enterprise Success Terms from time to time, provided that Autodesk provides written notice of the additions or changes before the additions or changes are effective as to You.  Notification of modifications, additions or changes may occur via email, Autodesk account or may occur in any other manner deemed reasonable by Autodesk.  If You do not accept said revisions, You must notify Autodesk in writing within thirty (30) days of the date of Autodesk’s notification to You.  If You do so notify Autodesk, Your existing Enterprise Success Programs will continue to be governed by the last version of the Enterprise Success Terms that You accepted (including any deemed acceptances) until the end of Your then current Term (if You have paid all applicable fees for the entire Term) , and at the end of such Term, this agreement shall expire.  If You do not so notify Autodesk, or if You place new orders for, or renew Enterprise Success Programs, You will be deemed to have accepted such revisions for all Enterprise Success Programs.

Terms stipulated by You in any communication which purport to vary these Enterprise Success Terms will be void and of no effect unless agreed in a writing signed by an authorized representative of Autodesk.  Any other modifications to this Agreement will also be invalid unless agreed to in a writing signed by an authorized representative of Autodesk.

We may provide translations or services in local language where available, at Autodesk’s sole discretion.  The English language version of this agreement, or any associated documentation, is legally binding and will control in case of any inconsistencies between the English version and the local language service or a translation.

The parties are independent contractors and this agreement comprised by these terms do not and will not establish any relationship of partnership, joint venture, employment, franchise, or agency between the parties.  Autodesk may subcontract all or any portion of performance of the Enterprise Success Programs to one or more authorized third parties under the direction of Autodesk; however, Autodesk will be responsible for the acts or omissions of its subcontractors.