Overview Goldsupport

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Overview of Autodesk Subscription with Gold Support

For Former Platinum Membership Customers

Welcome Platinum Members to Autodesk Subscription with Gold Support. This Program

Guide will help you become familiar with Subscription with Gold Support and how to access

the various program benefits available to you through the Subscription Center.

This guide pertains to the following products: Autodesk® Maya® Complete, Autodesk®

Maya® Unlimited, Autodesk® MotionBuilder™, mental ray® Standalone for Maya,

Autodesk® AliasStudio™, Autodesk® Showcase™, Autodesk® ImageStudio, Autodesk®

PortfolioWall®, and Autodesk® DirectConnect.

As with Platinum Membership, your Subscription with Gold Support program includes the

following benefits:

• Access to all version upgrades and product updates released during your

Subscription term

• e-Learning lessons and interactive training sessions

• Technical support for your Autodesk products under Subscription

• Use of previous versions of software after an upgrade has been issued

• Access to the members-only Subscription Center—including access for your product

users, if desired

• Download of extensions and other available enhancements for products under

Subscription

• Subscription contract administration tools

• Ask Autodesk discussion forums

• Access to an exclusive knowledgebase containing white papers, Tech Alerts, Tech

Notes and FAQs

Note: Some services and benefits are not available in all languages or in all regions.

Subscription Terms and Conditions

Alias Platinum Membership customers continue to be covered under their existing Platinum

Membership Terms and Conditions until the end of the term of the Platinum Membership. At

the expiration of the term and upon contract renewal, customers will be subject to the

standard Autodesk Subscription Terms and Conditions.

Understanding Subscription Roles

There are three role assignments with varying levels of access to Subscription services:

Contract Manager (CM) — The Site Owner for Platinum Membership is the equivalent of the

Subscription Contract Manager. The CM 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. If you

serve as a Contract Manager, you are agreeing to let us provide your name, contact

information, and other identifying data that you provide, to Users in your company.

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, and to

receive shipments of upgrades. Software Coordinators also name users to access the

Subscription Center. If you serve as a Software Coordinator, you are agreeing to let us

provide your name, contact information, and other identifying data that you provide, to Users

in your company.

User — Any person designated by a Contract Manager or Software Coordinator to access

the members-only Subscription Center, including e-Learning and web support. This person

may also be granted download privileges for extensions and upgrades. As a user, please

know that if you submit support requests, the information in your support request will be

viewable by your Contract Manger, Software Coordinator, and other Users in your company.

It may also be viewable by your reseller.

Note: Existing Platinum Membership Super Users are now designated Subscription Users.

Should the Contract Manager or Software Coordinator wish to assign the User as a Software

Coordinator, they may do so at anytime through the Subscription Center.

Named Caller — Any person who has been designated to call for phone support. Phone

support request information may be accessible to the Contract Manager, Software

Coordinator or Users in your company.

Note: When designating more than four named callers eligible to receive phone support, you

will receive a pop-up warning from within the Subscription Center stating that you have

surpassed the allowable named callers. Simply click the “OK” button on the warning

message. This will allow you to continue setting up your designated named callers for the

following products: Maya Complete, Maya Unlimited, MotionBuilder, mental ray Standalone

for Maya, AliasStudio, Showcase, ImageStudio, PortfolioWall and DirectConnect.

Subscription Center Access

Autodesk has created a Subscription

Center account for every existing Platinum

Membership account that was active at the

time of transition to Subscription with Gold

Support. The Subscription Center replaces

the Platinum Membership portal and

Autodesk Insider Case Management tool.

Platinum Members can sign in to the

Subscription Center by using their existing

Platinum Membership login and password.

There are a limited number of former

Platinum Membership customers who have

been assigned temporary passwords. In

this particular case, the temporary

username and password can be found in

the email you received informing you of the

transition from Platinum Membership to

Subscription with Gold Support.

Note: Platinum Membership customers who already have an Autodesk Subscription account,

using the same contact name or email address may experience login problems.

To resolve this issue, please refer to the Getting Help section of this document and contact

Autodesk directly to set up a new contact name or email address and password.

Login to the Subscription Center today at: www.autodesk.com/Subscriptionlogin and check to

see that your contract information is up-to-date and accurate.

Upon signing into the Subscription Center for the first time, you will be prompted to the Edit

Profile page where you will be able to select a security question/answer and can verify that

your contact information is accurate.

From the Autodesk Subscription Center home page, you can:

• Access technical support contact information & log web cases*

• View software licenses and Subscription entitlements via the Subscription

Administration section

• Access “the Annex” – an exclusive section for former Platinum Membership

customers. The Annex contains a variety of learning tools including:

o Downloadable DVDs, e-books, recorded live sessions

o Knowledgebase articles, including white papers, Tech Alerts, and FAQs

o Ask Autodesk forums

o A library of textures and shaders (Autodesk Maya)

Subscription Center homepage

The Annex

Note: Only the Contract Manager and Software Coordinators will see the Subscription

Administration link, and only users who have technical support access will see the Technical

Support links.

* Asia-Pacific customers, other than Australia / New Zealand should contact their Reseller directly for

support

Inviting Users to the Subscription Center

To request that Autodesk create Subscription Center accounts for users, CM/SCs should use

the Manage Users link on the Subscription Center homepage. Autodesk will create the

accounts and send a welcome email to the users.

Technical Support via the Subscription Center*

Overview

The Subscription Center allows members to submit technical questions to Autodesk support

staff through an interactive online interface (Support Request system). This tool replaces the

Autodesk Insider Case Management system.

Questions submitted through the Support Request system 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. Similar to AICM, this system also

allows for the reporting and tracking of software defects, however, there is a change to the

way in which defects are viewed. In order to determine whether a defect is associated with a

particular support case, please click on the case to view it in its entirety.

If your organization had open or pending cases in AICM prior to the transition to Subscription

with Gold Support, those cases will be accessible through the new Support Request system

on the Subscription Center provided that they are related to the either the current and/or 2

versions prior software releases.

*Asia-Pacific customers, other than Australia / New Zealand should continue to contact their

Reseller directly for support

Reseller View Permission

Where applicable, your reseller will be kept informed of your company’s web support cases

submitted through the Subscription Center. If you chose not to have your reseller receive

read-only versions of your web support cases, simply change your Subscription

administrative settings within the Subscription Center: go to Subscription Administration >

Manage Reseller View Permission.

Note: In the Americas, Europe, Middle East, Africa, Australia, and New Zealand, all

responses to your support requests will be answered by trained Autodesk technicians. Your

reseller will view your requests on an information-only basis.

Subscription Gold Phone Support

Phone support is accessed by calling the toll-free number provided to you in the Subscription

Center. Former Platinum Membership telephone support numbers may also be used.

There are no changes to support hours of operation with the Platinum Membership transition

to Autodesk Subscription with Gold Support. Support hours of operation continue as follows:

Weekday Hotline Support Hours

(Americas, Europe, Middle East, Africa, Australia, and New Zealand)

On weekdays the hotline is open from 3 a.m. to 10 p.m. EST (9 a.m. to 4 a.m. CET).

Weekend Licensing and Installation Support

(Americas, Europe, Middle East, Africa)

On-demand weekend support, from 6 a.m. to 6 p.m. EST (12 p.m. to 12 a.m. CET).

Product Upgrades

With Subscription you are eligible to receive any upgrades that become available for your

products under Subscription during the term of your contract. An upgrade is a new version of

the software that enhances or improves the software and for which Autodesk normally

charges a fee. Autodesk notifies Software Coordinators by email when upgrades are shipped.

Software Coordinators should keep their shipping address current to ensure delivery of

product upgrades.

Use of Previous Versions

While on Subscription you are welcome to continue to use previous software versions,

according to the conditions outlined below.

• The previous version must be the same product installed on the same computer as

the new version.

• The previous version cannot be transferred to a different computer unless the new

version is also transferred at the same time.

• You (or your company) must have purchased and licensed the previous version.

• A single license may not be used to run the new version and a previous version

concurrently.

• The maximum number of concurrent users for a version cannot exceed the total

number of licenses that you had previously purchased and licensed for that version

covered by Subscription. This applies to both standalone and network licenses.

• Autodesk will not provide any media related to previous versions (including software,

serial numbers, manuals, or any other documentation).

If you have questions about this policy, please ask your reseller or contact the Autodesk

Business Center listed in the Getting Help section of this document.

Registration and Activation (Authorization) Codes

All products on Subscription are pre-registered to the Contract Manager. When installing your

product you will be required to obtain an activation code. When requesting an activation code

for product installations and reinstallations, please be sure to have your Serial/Group ID

number available. You can find this number on your Coverage Report in the Subscription

Center. If you do not have access to the Subscription Center, contact your Contract Manager

or Software Coordinator. If your product does not lead you through the activation process, go

to www.autodesk.com/register to request an activation code.

Managing Subscription

Contract Managers and Software Coordinators use the Subscription Administration link to

review contract information, make their own updates and changes, and manage users.

Coverage Reports

If you are a Contract Manager or Software Coordinator, you can easily review your software

products on Subscription with Gold Support by accessing your online Subscription Coverage

Report. Access your Coverage Report from the link on the home page of the Subscription

Center, or click on the Subscription Administration link, then choose View Coverage Report.

You may View your contract by Serial/Group Number or by Product. To make your asset

management even easier, you can download the reports in a CSV file (comma delimited

format) for export to a spreadsheet. Use the reports to track license information and check

renewal dates.

Renewal Reports

Contract Managers and Software Coordinators will have access to a Renewal Report 90 days

before a contract is due to expire. The report will continue to be available 30 days following

the original contract expiration date. It will provide a list of products and seats covered under

the contract. The report can be sorted by reseller or by expiration date.

Contract Consolidation

If you have multiple contracts, you can request that they be consolidated. Click the

Subscription Help link in the Subscription Center to send an email request to the Autodesk

Business Center. If your contracts have different end dates please contact your Authorized

Reseller for pricing information.

Managing Coordinators

Contract Managers may name others in their company to serve as Software Coordinators.

Software Coordinators assist in the administration of the contract(s) and are the primary

contact for product fulfillments and other product-specific tasks. They also name users to

access the site. You may Add, Edit, Assign, or Remove Coordinators. You have the flexibility

to assign coordinators by choosing either from a list of groups or from a list of names. This

makes it easy to assign one person to multiple contract-group families. When you add

coordinators, Autodesk sends them an email invitation to create their Subscription Center

account.

Managing Users

Contract Managers and Software Coordinators can designate users to have their own

Subscription Center accounts. All tools for managing users are located in the Manage Users

section of the Subscription Center.

Use the View/Edit Users option to see the users who have either been invited (pending

users) or registered on the Subscription Center. You can reinvite pending users and delete

users using the tools in this area.

The View/Edit Users option will also display the number of users that are assigned to the

contract(s) you manage. If upon adding users as named callers you receive a warning that

you are over the limit, simply ignore and proceed with setting up your named callers.

To help manage your users, Autodesk will send emails notifying you of new user

registrations.

Keeping Contact Information Current

For Autodesk to provide the best service possible, it’s critical that we have current contact

information. Help us make sure you always have access to your Subscription benefits by

keeping your contact information up-to-date. Make your changes through the Contact

Information link in the Subscription Administration area or contact your reseller to update your

information.

Purchasing Subscription

Contact your Autodesk Authorized Reseller or Autodesk Sales Representative for price

quotations and assistance in placing orders for Subscription.

Adding Products

You can add Subscription coverage when you purchase a new or upgrade license, and you

may add these new licenses or products to your existing Subscription contract at any time.

The coverage is aligned with the anniversary end 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. The same rules apply to network licenses. If you purchase

a Subscription for a network, it must be purchased for all licenses on the network.

Renewing Your Subscription Contract

Before expiration of the Subscription contract, you can renew Subscriptions for an additional

term. Subscription contract terms are typically one year, although some customers may

prefer to purchase for two- or three-year terms. If interested, please contact Autodesk or your

Reseller for complete details and to confirm eligibility for multi-year Subscription contracts.

Renewal Notices

Autodesk sends renewal email reminders to Contract Managers several times prior to

contract expiration. (You are responsible for keeping your email address up-to-date by using

the Contact Information link in the Subscription Center.) Your notices will include a summary

of the resellers and order numbers associated with each contract. If you have more than one

reseller associated with your contract, you will need to contact each one to ensure full

Subscription coverage. Contract Managers can also view a Renewal Report in the

Subscription Center beginning 90 days prior to contract expiration.

Renew before your expiration date to keep your Subscription active. If you do not renew your

Subscription and later decide you want to renew, you may have to incur late processing fees

or have to purchase the next upgrade and rejoin the program.

Getting Help

You can get help for Autodesk Subscription through several channels.

Resellers

Your Autodesk Authorized Reseller can help you with many of your Subscription needs,

including purchasing additional Subscriptions or renewals. Your Coverage Report (available

to Contract Managers and Software Coordinators in the Subscription Administration section

of the Subscription Center) lists your Autodesk Authorized Reseller. To locate an Autodesk

Authorized Reseller or Autodesk Systems Center, visit www.autodesk.com/reseller

Autodesk Business Center

If you have a question or need help with your Subscription or upgrade shipment, you can

click on Subscription Help on any page in the Subscription Center. Or contact us at the

appropriate local Autodesk Business Center:

United States &Canada

Subscription-team@autodesk.com

1-800-538-6401

Mexico, Central & Latin America

la.abc@autodesk.com

Europe, Middle East & Africa

EMEASubscriptions@autodesk.com

Japan jp.Subscriptions@autodesk.com

Asia Pacific ap.Subscriptions@autodesk.com

Subscription Glossary

Activation Code (Authorization)—Subscription customers must follow the standard

Autodesk process to request an activation code for a product on Subscription, for both

reactivations (when you move or reinstall your software) and installation of upgrades. If your

product does not lead you through the registration and activation process, go to

www.autodesk.com/register to request an activation code.

Asset and Asset Management—Many companies consider software a capital investment

and therefore a major asset. Autodesk Subscription enables asset management by giving

customers an easy way to manage their “perpetual licenses.” Refer to your Coverage Report

to see what products you have covered under Autodesk Subscription.

Autodesk Business Center— The organization to contact for assistance with a Subscription

contract.

Autodesk Subscription—The easiest way to keep your Autodesk design tools up-to-date

and manage your software budget. For an annual fee, you get the latest versions of your

licensed Autodesk software, a single contract number to manage your software, and other

benefits such as e-Learning and technical support.

Contract Manager— The Contract Manager (CM) receives renewal notices and has full

contract related privileges within the Subscription Center, including the following:

• Naming Software Coordinators and users

• Accessing Coverage and Renewal Reports

It is the CM’s responsibility to identify Software Managers and request that they be invited to

the Subscription Center so they can perform their tasks (see Software Coordinator definition).

Coverage Report— An online report with full details of a company's Subscription contract.

The

Coverage Report can be accessed only by Contract Managers and Software Coordinators

and is located in the Subscription Administration section of the Subscription Center.

Entitlement—A set of rights granted to a customer. There are different types of entitlement,

and a Subscription contract can have multiples of each type. For example:

• Entitlement to any upgrades during the term of a Subscription

• Entitlement to any Autodesk Subscription benefits during the term of Subscription

• A license entitlement to use a copy of the software

Expired Contract—A Subscription contract that has reached its date of expiration. A contract

should be renewed prior to the date of expiration to ensure continuous service. If a

Subscription contract has expired, you are entitled to use your Autodesk software as is, but

you will no longer be eligible for software upgrades or other benefits of Autodesk

Subscription, including access to the Subscription Center. Upgrades may be purchased

through your reseller. In some cases you may be able to reinstate an expired contract by

paying a late renewal fee; check with your ABC office for more information (see Autodesk

Business Center section above).

Extension—Extensions are modular enhancements that may be available for some

Autodesk software. They provide new functionality, are fully compatible with the base

product, and are easy to learn. Extensions are available only to Autodesk Subscription

members and can be downloaded from the Subscription Center. Download permissions are

assigned by the Contract Manager or Software Coordinators.

Group—A Subscription contract may contain one or more groups. A company may choose to

have several groups. Groups can be used to organize a Subscription contract in different

ways—for example, by product, office location, or department. Groups may also be organized

by deployment—one group with stand-alone versions of a product and another group with a

network version. (It is not possible to combine stand-alone and network versions in the same

group for the same product). Each group is assigned a Software Coordinator. All products

within a group share the same serial number.

Group ID Number— A group ID is the unique numerical identifier that is part of the overall

group name. It is derived from the serial number used to validate the first Subscription put

into the group. Each product added to that group subsequently assumes the group number

when upgrades are shipped.

Multi-seat Stand-Alone—Autodesk software may be installed as a network, stand-alone, or

multiseat stand-alone deployment. Multi-seat stand-alone deployments are installed on

multiple individual computers but use only one serial number to represent and authorize the

multiple licenses.

Named Caller—Anyone (user, CM or SC) who has been designated to place calls for phone

support.

Network—Autodesk software may be installed as a network, stand-alone or multi-seat stand-

alone deployment. Network deployments are installed on single server and one serial number

represents and authorizes one or more licenses.

Order Number— The Order Number is generated by the Subscription System when an order

has been entered and saved, or submitted. The easiest way to renew your Subscription is by

contacting your Reseller or account representative with the Renewal Order Number from your

Renewal Notice or Renewal Report.

Registration—All products on Subscription are pre-registered to the Contract Manager

named in the Subscription System when the order is placed. Please note you must still obtain

an activation code.

Renewal— Renewal email reminders are sent to Contract Managers several times prior to

the contract expiration date. Subscribers must renew before the expiration date to remain in

the program. Subscription can be purchased only with a new product or an upgrade, so

customers who do not renew on time have to wait until the next release. In some cases,

recently expired Subscription contracts may be renewed upon payment of the Subscription

renewal price plus a nominal late renewal processing fee for each seat of product on

Subscription. Also see Expired Contract.

Renewal Report—An online report with details relating to a company's Subscription contract

that is due for renewal. The Renewal Report can be accessed only by Contract Managers

and is located in the Subscription Administration section of the Subscription Center. It will be

available 90 days before a contract is set to expire and will continue to be available until 30

days following the original expiration date.

Software Coordinator—The Software Coordinator (SC) is a contact named by the Contract

Manager to receive email notifications to order or download applicable new releases or

extensions and to receive shipment of product upgrades. An SC typically has product

responsibilities but also has the following specific contract-related privileges within the

Subscription Center:

• Naming users

• Accessing reports

Note: If a Software Coordinator is not named, the Contract Manager is the default Software

Coordinator.

Stand-Alone—Autodesk software may be installed as a network, stand-alone or multi-seat

standalone deployment. Stand-alone deployments have one serial number to represent and

activate one license. Subsequent stand-alone, multi-seat stand-alone, or network

deployments of the same product must be represented by subsequent serial numbers.

Therefore, multiple stand-alones of the same product must be entered into multiple distinct

groups. Each stand-alone install will receive a different activation code.

Subscription Administration— An area within the Subscription Center that is visible only to

Contract Managers and Software Coordinators. Subscription Administration gives Contract

Managers and Software Coordinators the ability to set up and administer user access and

download privileges, and to view Coverage and Renewal Reports online. (Only Contract

Managers can name coordinators and view Renewal Reports.)

Subscription Center—A password-protected website where Subscription members access

e- Learning, Subscription product support, extensions, downloads, Subscription

Administration, and other program benefits.

Subscription Contract—Each Subscription customer has at least one contract. All products

on Subscription within a company can be managed under a single contract. An additional

contract will be created at customer request (to divide licenses between two locations or

departments, for instance). All licenses on a contract should have the same expiration date.

Support Request—The Support Request system is the web-based tool customers use to

submit technical support questions to Autodesk.

Upgrade—With Subscription you are eligible to receive upgrades for your products under

Subscription that become available during the term of your contract. An upgrade is a

commercial release of the software that enhances or improves the software and for which

Autodesk normally charges a fee. While on Subscription you are welcome to continue to use

prior software versions. For standalone licenses, use of prior software versions is limited to

the same machine on which the current version is installed. For network licenses, the total

number of software seats does not increase. This does not apply to cross-grades. Autodesk

may either send upgrades to the Software Coordinator automatically or notify them of the

upgrade and let them choose whether to request it.

User—A user is any person designated by a Contract Manager or Software Coordinator to

access the members-only Subscription Center. A user may access e-Learning and web

support, and download product extensions.

Autodesk and AliasStudio, Catia, Maya, MotionBuilder, PortfolioWall, Showcase, and UGS are

registered trademarks or trademarks of Autodesk, Inc., in the USA and/or other countries. All

other brand names, product names, or trademarks belong to their respective holders. Autodesk

reserves the right to alter product offerings and specifications at any time without notice, and is

not responsible for typographical or graphical errors that may appear in this document.

© 2007 Autodesk, Inc. All rights reserved