Support for the Enterprise Add-on for Vault

 
 
 

Customers and Partners are entitled to be directly supported by Autodesk Consulting in case of a valid "Autodesk Solution Support" contract. (Separate services offering)

Release Availability

This feature is available in certain editions of vault. To see if your Vault edition supports this feature, refer to the following table .

  2012 2013 2014
Autodesk Vault Basic      
Autodesk Vault Workgroup      
Autodesk Vault Collaboration      
Autodesk Vault Professional      

The subscription entitles customers to get all available updates, versions, hot-fixes and service packs of the Enterprise Add-On for Autodesk Vault. Defects are also handled under the subscription contract. Support is not included in the subscription.

The support model and process looks like this:

  1. In case of accepted defects, direct customers and Autodesk Channel Partners are directly supported by Autodesk if a valid subscription contract is in place
  2. Direct Customers are directly supported by Autodesk Consulting in case of a valid "Autodesk Solution Support" contract.
  3. Indirect Customers are supported by their Autodesk Channel Partner.

The Channel Partner is supported by Autodesk Consulting in case of defects in the Enterprise Add-On for Autodesk Vault and in case of a valid "Autodesk Solution Support" contract (for all related questions).