Engineering Consulting Group provides
additional support to augment and backup the comprehensive product support
system Autodesk and its affiliates offer to AutodeskTM
customers. Products supported from this site include:
AutoCAD Land Development Desktop
AutoCAD Civil Design
AutoCAD Survey
AutoCAD Overlay
AutoCAD Map
These support options are listed below in the recommended order of approach.
Option 1. Autodesk Technical
Knowledge Base
Select the product followed by Support and Training.
http://www.autodesk.com/support
Option 2. Autodesk
Discussion Groups
The Autodesk discussion groups provide forums
where you can get answers to your technical questions, obtain support and
product information, and interact with other Autodesk product users. These
peer-to-peer discussion groups, monitored by Autodesk support and marketing
staff, help you get the most out of your Autodesk products.
http://www.autodesk.com/discussion
Option 3. Autodesk
Product Support
Select a product and a country to display the
available support options such as Autodesk Resellers, Autodesk Systems Centers,
and Autodesk Safety Net, Autodesk Users Groups and Premier Support Programs.
http://www.autodesk.com/supportlookup
Option 4. Autodesk
Phone Support
Autodesk offers a Safety Net program of support
where you Call As You Want and Pay As You Go. This option is available to customers
in the U.S. and Canada. This support is direct from the market groups
responsible for product development.
http://www.autodesk.com/supp/resource/phonespt/safenet.htm
Option 5. ECG Custom CARE
Custom Care is pay-as-you-go on-site technical support from ECG. This
program provides direct per-incident support for all of the currently supported
versions of AutoCAD, and selected products from the AEC, GIS, and Kinetix Market
Groups. A list of supported products and specific versions appear later in
this document. The Custom CARE program was created in response to customer
demand for a flexible direct support option from ECG. This program
compliments the variety of support resources for Autodesk products, notably
reseller provided support, Autodesk Premier Support Contracts and the Autodesk
Technical Assistance Web site.
Availability of Custom CARE service
Any Autodesk customer can use Custom CARE service. Further, anyone
working for an organization that owns Autodesk product licenses can call for
Custom CARE support. All you will need is a product serial number to start
the call. The Custom CARE program is available to customers in the
Southwestern United States. There is no limit to the number of times you
can use the Custom CARE support service.
Payment options for Custom CARE service
You can pay for Custom CARE at the time of service using any of the
following credit cards: Visa, MasterCard, Discover, American Express. You
can also pre-purchase Custom CARE using a credit card, purchase order or
check. The following options are available:
Call the Custom CARE program at
800-269-0409 for more information about pre-purchase options.
Relationship
of Custom CARE support to your Reseller
Your authorized Autodesk reseller is still a valuable support resource for
Autodesk products. They can perform on-site visits to help you solve
problems,
Scope
of Custom CARE support
The ECG Custom CARE support group answers questions about all technical
aspects of Autodesk products. These include product functionality and
troubleshooting questions.
The Custom CARE service does not necessarily provide support for
third party software, operating systems support, network software support or
support for device drivers not supplied with Autodesk products. The
publishers and authorized resellers of these packages are the best source for
support of these third-party products.
Contacting
ECG for Custom CARE service
Call the Custom CARE support line for all products at 1-800-269-0409 between
the hours of 8:00 AM and 5:00 PM Pacific Time, Monday-Friday. This
telephone number is valid in the U.S. and Canada. Custom CARE support will
not be available on the following holidays:
New Year's Day
Memorial Day
Independence Day
Labor Day
Thanksgiving (and the following day)
Christmas Day through New Year's Day
Product
and versions supported by Custom CARE service
AutoCAD®
AutoCAD
Release 12,13,14, AutoCAD 2000
GIS
AutoCAD Map®
All Releases
AutoCAD MapGuide®
All Releases
AEC
AutoCAD® Land
Development
All Releases
Desktop
S7.5-S8.x
AutoCAD Civil
Design
All Releases
AutoCAD
Survey
All Releases
In addition:
CAD
Overlay
S8.x, R14.x, 2000
Softdesk Overlay
Classic
ESP, GSX and LFX
S7.2x-7.6
Softdesk Survey
Complete
1.X - 2.x
Kinetix
3D Studio VIZ
All Releases
Information
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