Autodesk Subscription Frequently Asked Questions (FAQ)
- Overview
- Using Subscription
- Managing Subscription
- Subscription Purchase
and Transaction Information
- Web Support
1. Overview
1.1 What is Autodesk Subscription?
Autodesk® Subscription is the best way to stay current with the latest
design technology-while gaining the benefits of simplified software management,
easy budgeting, e-Learning, and Web support. For a fixed annual fee, you
get access to software enhancements that keep your design tools up-to-date
and make the most of your investment. Autodesk
Subscription includes the following at no additional charge:
- Access to all upgrades released during the subscription term
- Download of extensions for products under subscription
- Use of e-Learning lessons and knowledge assessments
- Web Support for your Autodesk products under subscription (if included
in your contract)
- Access to the members-only Subscription Center
- Subscription contract administration tools
Note: Certain program features may vary according to the product under
subscription.
1.2 Who is Autodesk Subscription for?
Autodesk Subscription is available to all users worldwide for most Autodesk
products. Check with your Autodesk Reseller for product availability or
view the current list at www.autodesk.com/subscription. Certain Autodesk
products are offered exclusively through the Autodesk Subscription Program.
1.3 What is included with subscription?
Features of the program include:
- Access to all upgrades released during the subscription term
- Download of extensions for products under subscription
- Web Support direct from Autodesk technical experts for your products
under subscription (if included in your contract)
- e-Learning lessons for products and extensions
- Access to the Subscription Center-a subscription members-only site
on autodesk.com
- A single contract number with a single renewal date, making it easy
to manage and renew your subscription
- A range of exclusive community resources including webcasts, an AutoCAD
weblog, and premium benefits at Autodesk University
- Pre-qualification in the AutoCAD beta program
1.4 What is an extension?
Extensions are modular enhancements to some Autodesk software. They provide
new functionality, are fully compatible with the base product, and are
easy to learn. Extensions are available exclusively to Autodesk Subscription
customers. They can be downloaded from the Subscription Center. Localized
extensions for AutoCAD-based products are available only where localized
versions of Autodesk software are sold on subscription.
1.5 What is Web Support?
Web support provides access to a secure website where customers can submit
technical questions to Autodesk support staff through an interactive online
interface (Support Request system). Questions are routed to Autodesk technicians
who provide responses through the Web and email. The website also includes
incident reporting and tracking tools to monitor the status of all questions
asked by the customer's organization and all responses provided by Autodesk.
If your contract includes Web support, please make sure to name users
to access the Support Request system. You will be able to name one user
for each seat you have covered by your contract.
Note: Web support is currently available in English and French.
1.6 What is e-Learning?
e-Learning features self-paced, interactive lessons for select Autodesk
and Discreet products. Every registered member of the Subscription Center
has access to the e-Learning that is available under their contract terms.
Each lesson is 15-30 minutes in length. Lessons are organized into product
catalogs. Each catalog contains 15-20 lessons, and new lessons are added
periodically.
The lessons feature hands-on exercises, with an option to utilize a simulation
instead of the software application. Users also have the ability to take
a pre-test to identify skills gaps and the lessons that will help most.
A post-test then helps the users to gauge their progress. Access product
e-Learning catalogs via the e-Learning link in the Subscription Center.
1.7 What is the Subscription Center?
The Subscription Center is a password-protected online application where
subscription members access program benefits, downloads, exclusive community
content, and Subscription Administration where you view your subscription
coverage reports and maintain your contact information.
2. Using Subscription
2.1 How do you receive subscription services?
Subscription services are delivered online through the members-only Subscription
Center. After signing on, you receive an email invitation with a personal
access URL to activate your account on the Subscription Center. You can
then log in anytime at www.autodesk.com/subscriptioncenter.
Autodesk communicates subscription information by email, so it is important
to activate your account and keep your contact information up-to-date.
2.2 What resources are available on the Subscription Center?
The Subscription Center contains all your subscription information. Whether
you're a manager who needs to update a mailing address or a product user
who needs to download the latest extension, you can do it all from the
Subscription Center.
The site includes:
- Subscription Home Page-describes what's available and provides easy
access to all resources.
- Member News-describes what's new and notable for subscribers.
- Extensions-lists all the extensions available for your products under
subscription. You can learn about individual extensions, and, if your
permissions setting includes "download," you can click the
Download button to begin using them right away. Note: Not all Autodesk
products have extensions.
- Web Support-access to a secure website where users can submit technical
questions to Autodesk support staff through an interactive online interface
(Support Request system).
- E-Learning-access to free downloadable lessons to help you extend
your technical skills.
- Resources Center-helpful resources for using your Autodesk and Discreet
products more effectively.
- View Reports-Verify your current subscription coverage or find out
what's up for renewal
- Program Information-a guide to help you understand and manage all
the components of your subscription.
- Subscription Administration-provides contract-related reports and
a way to update and change shipping and other contact information.
Note: Some Autodesk products are also installed by downloading from the
Subscription Center.
3. Managing Subscription
3.1 Who within my organization handles subscription issues?
With Autodesk Subscription you can set up different user types to manage
the various aspects of your subscription. The subscription services are
delivered online through the members-only Subscription Center. There are
three role assignments with varying levels of access to subscription services:
Contract Manager (CM) - The person who receives renewal
notices and has full contract-related privileges within the Subscription
Center. The CM also names users to access the Subscription Center. Note:
The Contract Manager can assume all three program roles.
Software Coordinator (SC) - A person who is named by
the Contract Manager to receive email notifications to order or download
applicable new releases or extensions. Software Coordinators also name
users to access the Subscription Center. An SC typically has product responsibilities
but also has specific contract-related privileges within the Subscription
Center.
User - Any person designated by a Contract Manager or
Software Coordinator to access the members-only Subscription Center, including
e-Learning and Web support (if included in the contract). This person
may also be granted download privileges for extensions and upgrades.
3.2 How will the subscription program help manage software throughout
an enterprise?
It's easy to review your licenses on subscription online in the Subscription
Center. In addition, a single contract number covers all your software
on subscription. Within your contract you can choose to organize your
software in groups. For example, a group can be a location or a department.
A renewal report is sent out 90 days prior to the end of your contract,
outlining the products, seats, and services under contract. This report
simplifies the management of all your software and services.
3.3 How do you receive software releases and extensions?
You are notified by email when an applicable release or extension is available.
(Note: It is extremely important to keep your contact information, especially
your email address, up-to-date.)
3.4 How many product boxes will be sent for upgrades?
A single product box per Group and product type will be sent for installation
on all your seats in that Group.
Example:
Group 1: Five AutoCAD® seats and five Autodesk® Raster Design
seats
Group 2: Three Autodesk Inventor® seats
You will receive one AutoCAD upgrade good for five seats and one Raster
Design upgrade good five seats for Group 1 and one Inventor upgrade good
for three seats for Group 2.
If you need more than one product manual per product, please contact
your local Autodesk Reseller.
3.5 How will we allow CAD managers to control downloads?
Any Contract Manager or Software Coordinator can provide users access
to the Subscription Center and grant or alter download privileges at any
time.
3.6 How will Autodesk support you if you don't have Internet
access?
Local resellers can conduct direct transactions for you. Autodesk prefers
and advises that users manage their subscription accounts directly. At
their own discretion and risk, users may assign responsibility for managing
their subscription contract to their reseller of record by giving their
login and password to that reseller. Autodesk is not party to any such
arrangement between a user and their reseller. Users retain responsibility
for keeping their contact information up-to-date.
If a contract specifies web support, Internet access is required.
3.7 Does buying a subscription guarantee that an upgrade or
extension will be released during the subscription term?
No. There is no guarantee that Autodesk will release any upgrade or extension
during a subscription period. However, the subscription does guarantee
that the subscriber will be entitled to all upgrades and extensions released
during the contract term.
4. Subscription Purchase and Transaction Information
4.1 How can you purchase subscription and what is the cost?
Subscriptions are sold by Autodesk Resellers or, for some major accounts,
directly by Autodesk. For the most current requirements, pricing, and
program details for subscription, contact your local Autodesk Reseller
or Autodesk Major Account Manager. Discounts are available to major account
and government customers under Autodesk major account contracts.
4.2 What are the key requirements to become an Autodesk Subscription
customer?
The program has the following key requirements:
- Autodesk Subscription is available to users only on the latest release
of a product.
- Autodesk Subscription can be purchased only with a new license or
upgrade of an existing license. Subscription cannot be purchased separately
even if you have the latest product release.
- All seats of a network license must be on subscription at the same
time. It is not possible for only a portion of the seats of a network
license to be on subscription.
- All licenses under the same serial number must be on subscription.
- A one-year subscription term is required. Any seats added to a network
license during the subscription term must also be put on subscription
on a pro rata basis for the rest of that term.
4.3 How do you renew subscriptions?
Subscriptions are renewed automatically, unless you cancel your contract.
But you must confirm the renewal by the contract expiration date or the
subscription will be canceled. You are notified by email 90, 60, 15, and
7 days before expiration. If you renew on or before expiration, you may
be able to take advantage of a lower renewal fee on many products-a suggested
loyalty discount of approximately 15 percent on the current suggested
retail price of a new subscription. Contact your Autodesk Reseller or
Autodesk Major Account Manager for assistance with renewals.
4.4 What happens if a subscription contract is canceled or not
renewed?
Subscription benefits are discontinued and you no longer receive upgrades,
extensions, e-Learning, Web Support, or other program benefits, including
access to the Subscription Center on autodesk.com. You will have to purchase
the next upgrade to rejoin the program.
4.5 I did not know about subscription at the time of upgrade
or purchase of my software, so what can I do?
When the next release of your product becomes available, you
will have the opportunity to purchase the upgrade and subscription simultaneously.
4.6 My network licenses are not on subscription but are on the
latest release. Can I add licenses to this network and put the entire
network on subscription?
For network licenses, the entire network must be either on subscription
or off. You can purchase subscription for your entire network when you
add one or more licenses to it.
4.7 How can you purchase subscription if you order a product
from the Autodesk Store?
The online Autodesk Store does not currently offer subscriptions. After
ordering a product from the Autodesk Store, you will receive a coupon
with a link to our reseller lookup. This coupon allows you to put your
product on subscription within 30 days of purchase by contacting an Autodesk
Reseller.
4.8 Are extensions available for use with software licenses
not on subscription?
No, extensions are one of the benefits of the Subscription Program and
are available only through Autodesk Subscription.
4.9 Can you migrate from AutoCAD on subscription to an industry-specific
product (e.g., Autodesk® Architectural Desktop) on subscription?
Yes. The migration fee is the only fee charged. To simplify such
a migration, the subscription fee you've already paid also covers the
industry-specific product subscription for the remainder of your subscription
term. The new subscription fee for the industry-specific product will
start when you renew.
4.10 Can you add new seats or new products to a subscription
contract?
New licenses or products can be added to a subscription contract at any
time. The coverage is aligned with the anniversary date of the original
contract, and the fee is prorated on a monthly basis. The subscription
contract number does not change for additional seats or new products.
4.11 Is it possible to delete seats or products from a subscription
contract?
Yes. At the end of the subscription term you can decrease the number of
seats or completely cancel the contract.
4.12 Are shipping costs covered in the subscription fee?
All mailings during the subscription term, including updates and upgrades,
are sent free of charge to the your designated Contract Manager.
4.13 How can you get more information?
Contact us for more information
on the Autodesk Subscription Program.
5. Web Support
5.1 What is Web Support?
Web support provides access to a secure website where customers can submit
technical questions to Autodesk support staff through an interactive online
interface. Questions are routed to Autodesk technicians who provide responses
through the Web and email. The Web site also includes incident reporting
and tracking tools to monitor the status of all questions asked by the
customer's organization and all responses provided by Autodesk.
5.2 What is the primary benefit of Web Support?
Web Support provides fast, complete answers to technical questions to
help your customers get more from their investment in Autodesk software.
Interactive contact with Autodesk product experts right at the desktop
will improve customer productivity and help avoid expensive downtime.
5.3 Who is Web Support for?
Web support will be provided to Subscription customers at the rate of
one designated person per seat of software on subscription. In addition,
each contract provides Web Support access to the Contract Manager and
Software Coordinator. (Support seats=Seats under Subscription + 2) Customers
will not be able to designate additional users once the maximum number
of users have been designated and are logged into the Subscription Center.
Check with your reseller or view the current product availability list
at http://www.autodesk.com/subscription.
5.4 Do I need Internet access for the Web Support program?
Yes. You must have Internet access to use the web-based support process.
5.5 What kind of response time can I expect when I ask technical
questions through the web-based support system?
Autodesk technicians will respond to customer questions within 2 business
hours of receipt. Initial response will consist of an answer, a suggested
resolution, or a request for more information necessary to provide a response.
5.6 What type of product support is covered through Web Support?
Autodesk will respond to questions about Autodesk product installation,
configuration, and troubleshooting only. This Web support does not provide
training, code de-bugging, consultation, customization, or support for
third party hardware, operating systems, networks or peripherals.
5.7 What languages are supported through the Autodesk Direct
Online Support program?
Web support is currently available in English and French in the United
States and Canada.
5.8 How does this support offering relate to support offered
by resellers?
Autodesk will provide direct Web Support for Autodesk software product
functionality. Resellers will continue to offer a variety of professional
services for Autodesk products including telephone support, on-site services,
third-party application support, product and process training, and consulting
services.
5.9 How can I purchase Web Support, and what is the cost?
Web Support is available to all Autodesk Subscription customers for an
additional fee. Please consult your nearest reseller for pricing information.
5.10 If I want to buy Autodesk Web Support, must I purchase
the support when I purchase or renew my Subscription on the product?
You can purchase the Autodesk Web Support at any time once your licenses
are under subscription. The Web Support program price will be prorated
to match your Autodesk Subscription renewal date.
5.11 What happens if my company purchases additional software
licenses?
When you purchase subsequent licenses of an enrolled product, you will
be obligated to enroll those new licenses in the support program. Any
additional fee will be prorated for the remaining term of the agreement
and will be payable from the time the licenses are added.
5.12 Is Web support available for all Autodesk products for
all market segments?
No. Web support is available only for the following commercial products.
AutoCAD®
AutoCAD LT®
AutoCAD® Mechanical
Autodesk® Architectural Desktop
Autodesk® Building Systems
Autodesk® Civil Design
Autodesk® Civil Series
Autodesk Envision™
Autodesk Inventor® Professional
Autodesk Inventor® Series
Autodesk® Land Desktop
Autodesk Map™
Autodesk Map™ Series
Autodesk MapGuide®
Autodesk® Raster Design
Autodesk Revit®
Autodesk® Survey
Autodesk® VIZ
Web support is not available for Discreet 3ds® max, Education customers,
nor NFR products.
List all pages on Autodesk
Subscription or search Google for Autodesk
Subscription
Please contact us for valuable
product pricing information or if you wish to purchase on-line from Autodesk,
click the link below.
 
|
