Technical Support

During tough times, companies are becoming ever more vigilant looking at every item of expenditure and, often without too much deliberation, looking at cutting back items that are not deemed essential such as third party support for hardware and software in favour of so-called free support from software vendors. However, these services often fall short of what is actually required due to the very low service level agreements or the “reasonable endeavour” nature of the support offered.

But can a business really afford to wait up to five days to solve what could potentially be a simple problem?

Excitech has two support options available aimed at helping at ensuring your design teams remain effective and efficient.

Excitech CAD Support

Excitech’s CAD Support service provides unparalleled assistance via telephone, internet, email and on-site support for a specific range of Autodesk products. CAD support from Excitech is a quick and easy option to set up in any organisation. CAD support offers a range of benefits including:

• Annual fixed contract with simple renewal process designed to make budgeting easy.
• Support contract covers issues of a technical nature including fault finding, repair of corrupt files, plotting, licensing and general application inoperability.
• Support relating to the mainstream portfolio of Autodesk products.
• Contract includes support cover for first licence with additional licences covered for a small cost.
• Unlimited access to support line (fair use policy applies).
• Supply of software patches and drivers where appropriate.
• Technical issues usually resolved within 8 hours via telephone, email or remote support.
• Availability of itemised call logs.
  

Excitech Premier CAD Support

Premier CAD support from Excitech is a comprehensive support package aimed at providing complete support for your Autodesk software. Premier CAD support offers a range of benefits including:

Bespoke annual contract aimed at covering time as opposed to specific products.

• Support contract covers issues of a technical nature as well as issues relating to installation, configuration, customisation, training and consultancy.
• High-level support for AutoCAD, AutoCAD Architecture, Revit Architecture, Revit Structure, Revit MEP and AutoCAD Civil 3D.
• Monthly itemised statement and call report.
• Ability to “top-up” hours at any time.
• Ability to roll unused time (up to 70%) into the following year’s contract.

Accessing Excitech's Support Services

Based in our head office in Enfield, our dedicated technical team are supported by experienced consultants to resolve any queries you may have. By using a sophisticated call-logging database we can keep track of our support calls and search for calls of a similar nature to resolve calls faster. As product resellers and developers Excitech has access to further resources that we can utilise to resolve complex issues.

Using the service

Access to our service is via our dedicated support line (0845 370 5554) or utilising our web-portal. All support requests will be acknowledged in 1 hour with resolution targeted within 8 hours, but we are often able to solve your problem within minutes. Customers can also send an email or fax for assistance.

Availability

Our support line (0845 370 5554) is open from 8am to 6pm Monday to Friday, with on-site visits carried out from 9am to 5:30pm (Premier CAD Support only).

Further Information

For further information on Excitech’s CAD Support Services, or to discuss your requirements, please contact our support contract sales team on:
0845 370 1500 or email: info@excitech.co.uk