Technical Support

Excitech’s Premier CAD support service provides unparalleled assistance via telephone, internet, email and on-site support for a specific range of Autodesk products.

As product resellers and developers Excitech has access to further resources that we can utilise to resolve complex issues.

Premier CAD Support offers a more flexible solution with support purchased in hours as opposed to by individual products with a contract running for 12 months or until all contract hours are used. When contract hours are all consumed within 12 months then the contract ends or additional hours can be purchased.

Placing a Service Call

When you require support simply contact Excitech's dedicated helpdesk. Our call logging database allows us to keep track of your call. It also helps us to meet our target response of 90% of calls within 1 hour as well as providing a search facility enabling us to resolve calls faster. Excitech’s comprehensive telephone helpdesk provides invaluable assistance via telephone, fax and email.

Problem Solving

Once the call is in our system we will attempt to diagnose the fault over the telephone or using our remote support systems. We aim to resolve technical issues within 8 hours.

Benefits

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 and configuration such as unusual error messages right through to creating schedules and bespoke family components.
• 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.