Autodesk will provide to End Users support for the Products in accordance with Autodesk's then-current support policies and procedures (“Support Agreement”). All support services will be provided in English and are further described herein. Upon Autodesk's request, End Users shall cooperate to provide more information concerning any technical support request made or suspected error or problem reported by End Users. End Users may make technical support requests and will report errors or problems with the Products to Autodesk by telephone or e-mail. Autodesk will respond to technical support requests and error or problem reports during Autodesk's normal business hours, Monday to Friday, except for holidays observed by the local Autodesk offices.
Technical support requests and error and problem reports may be submitted by e-mail twenty-four (24) hours a day. Subject to the availability of personnel and payment of Autodesk's standard consulting fees, as well as travel and living expenses, Autodesk will provide on-site technical support as reasonably requested by End Users.
Autodesk will make available to End Users Update releases that contain bug fixes on a periodic basis.
The following detailed parameters are the scope of the Services in the ongoing support of the Products to be provided to End Users.
1 Service Scope
The following support services (“Services”) are provided for the entire term of the subscription (also “Services Term”):
2 Effective Date; Term. The effective date for commencement of this Support Agreement will be the date as determined by Cadsoft Gmbh in accordance with its support policies for purchase or other entitlement of Cadsoft systems (“Effective Date”). Upgrade Terms of Support, if purchased, shall commence on an anniversary of the Effective Date (date of purchase). The initial term of support will continue for one (1) year from the Effective Date (date of purchase) (“Initial Term”). Upgrade Terms of Support, if purchased, will continue for one (1) year from the anniversary of the Effective Date. Autodesk will endeavor to confirm Your purchase within 48 hours after the Effective Date
3 Service Availability
Coverage parameters specific to the Service(s) covered in this Exhibit are as follows:
o best efforts will be made to answer/action calls within 24 hours except, for weekends, answers/actions will be on the next business day.
o emails received outside of office hours will be collected, however no action can be guaranteed until the next business day
3. Service Requests
In support of Services outlined, during the Services Term, Autodesk will respond to service related incidents and/or requests submitted by Reseller within the following time frames:
Classifications of and closure of open tickets are Autodesk’s sole responsibility. Remote assistance could be provided in-line with the above timescales dependent on the priority of the support request.
Technical Support Services Levels
Tier/Level 1 (T1/P1)
This is the initial support level responsible for basic End-User issues. It is synonymous with first-line support, level 1 support, front-end support, support line 1, and various other headings denoting basic level technical support functions. The first job of a Tier I specialist is to gather the End-User’s information and to determine the End-User’s issue by analyzing the symptoms and figuring out the underlying problem. When analyzing the symptoms, it is important for the technician to identify what the End-User is trying to accomplish so that time is not wasted on "attempting to solve a symptom instead of a problem."
This level should gather as much information as possible from Reseller, the Reseller Affiliates or the Designated Reseller, as appropriate. The information could be computer system name, screen name or report name, error or warning message displayed on the screen, any logs files, screen shots, any data used by Reseller or any sequence of steps used by Reseller, the Reseller Affiliates or the Designated Reseller, as appropriate, etc. This information needs to be recorded into the issue tracking or issue logging system. This information is useful to analyze the symptoms to define the problem or issue.
Once identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. Technical support specialists in this group typically handle straightforward and simple problems while "possibly using some kind of knowledge management tool." This includes troubleshooting methods such as verifying physical layer issues, resolving username and password problems, uninstalling/reinstalling basic Product applications, verification of proper Product set up, diagnostics, and assistance with navigating around application menus. Personnel at this level have a basic to general understanding of the product or service and may not always contain the competency required for solving complex issues. Nevertheless, the goal for this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.
Tier/Level 2 (T2/P2)
This is a more in-depth technical support level than Tier I and therefore costs more as the techs are more experienced and knowledgeable on a particular product or service. It is synonymous with level 2 support, support line 2, administrative level support, and various other headings denoting advanced technical troubleshooting and analysis methods. Technicians in this realm of knowledge are responsible for assisting Tier I personnel in solving basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues. However, prior to the troubleshooting process, it is important that the technician review the work order to see what has already been accomplished by the Tier I technician and how long the technician has been working with the particular End-User. This is a key element in meeting both the End-User and business needs as it allows the technician to prioritize the troubleshooting process and properly manage his or her time.
This team needs to collect information such as program name that is failed or application name or any database related details (table name, view name, package name, etc.) or API names. These details are useful for Tier 3.
If a problem is new and/or personnel from this group cannot determine a solution, they are responsible for raising this issue to the Tier III technical support group. In addition, many companies may specify that certain troubleshooting solutions be performed by this group to help ensure the intricacies of a challenging issue are solved by providing experienced and knowledgeable technicians. This may include, but is not limited to onsite installations or replacements of various Product repair, diagnostic testing, and the utilization of remote control tools used to take over the user’s machine for the sole purpose of troubleshooting and finding a solution to the problem.
Tier/Level 3 (T3/P3)
This is the highest level of support in a three-tiered technical support model responsible for handling the most difficult or advanced problems. It is synonymous with level 3 support, back-end support, support line 3, high-end support, and various other headings denoting expert level troubleshooting and analysis methods. These individuals are experts in their fields and are responsible for not only assisting both Tier I and Tier II personnel, but with the research and development of solutions to new or unknown issues. Note that Tier III technicians have the same responsibility as Tier II technicians in reviewing the work order and assessing the time already spent with the End-User so that the work is prioritized and time management is sufficiently utilized. If it is at all possible, the technician will work to solve the problem with the End-User as it may become apparent that the Tier I and/or Tier II technicians simply failed to discover the proper solution.
This team can analyze the code and data using information from Tier 1 and Tier 2.
In some instances, an issue may be so problematic to the point where the product cannot be salvaged and must be replaced. Such extreme problems are also sent to the original developers for in-depth analysis. If it is determined that a problem can be solved, this group is responsible for designing and developing one or more courses of action, evaluating each of these courses in a test case environment, and implementing the best solution to the problem. Once the solution is verified, it is delivered to the End-User by Autodesk, the Reseller, the Reseller Affiliates or the Designated Reseller, as appropriate, and made available for future troubleshooting and analysis.