At Majenta Solutions we appreciate just how much you and your business rely on your Autodesk software. We also recognise that support needs vary from customer to customer. That’s why we’ve created a comprehensive range of packages and pricing options. Whichever package you choose you’ll benefit from a host of value added features and a Majenta Support Team that will ensure your queries are always resolved in an efficient, professional and friendly manner.

Packages:

Like all of the best partnerships, software goes hand-in-hand with hardware and wider infrastructure solutions. Majenta has a specialised IT Division dedicated to supporting our software customers with all of their IT needs. Whatever your requirement, from advice on choosing the best workstation for your Autodesk software through to complete infrastructure solutions, our IT Division has the expertise to support you.

This brochure details the features that are included in each support package provided by Majenta Solutions. If you would like to discuss the packages in more detail please contact your Majenta Account Manager on +44 1277 263 244.

1For further information on all Subscription Plus packages please call +44 1277 263 244

n CAD workstations

n Converged infrastructure

n Cloud – private, public, hybrid

n IT solutions for design and manufacturing

n Data storage

n Virtualisation – server and desktop

n Back-up and disaster recovery

n Application delivery

n Networking and security

n Services - consulting, deployment and training

Autodesk Pro Master Genius

Feat

ures New Software Releases Available for:

AutoCAD, Inventor, Product Design Suite, Factory Design Suite, Building Design Suite, Design Suite Standard & Premium, Alias Design, 3Ds Max, Sketchbook, Showcase, Navisworks, Revit, Vault, SIM360

Y Y Y Y

Software Enhancements and Patches Y Y Y Y

Live Web Support Y Y Y Y

Customer Portal Access N Y Y Y

Telephone Helpdesk Support N Y Y Y

MX Helpdesk Connect N Y Y Y

MX Complimentary User Account N Y Y Y

Autodesk Subscription Centre Support N Y Y Y

New Product Update Events Minimum requirement for: Design Suite Ultimate, Alias Surface & Alias Automotive, PLM360, Simulation, Aesthetica, Geomagic, Elysium, VRED

N N Y Y

Technical Bulletin Updates N N Y Y

Dedicated Account Management N N Y Y

Dedicated Technical Management N N Y Y

Technical Account Management Review N N Y Y

Technical User Days N N Y Y

Online Training Sessions N N Y Y

CAD Workstation Optimisation N N Y Y

10% Discount on Academy Training Passport and Consultancy N N Y Y

Telephone/Remote Assistance for Installations and Upgrades N N N Y

IT Infrastructure Audit N N N Y

1 Day Majenta Academy Training N N N Y

20% Discount on Academy Training Passport and Consultancy N N N Y

Log your call with Helpdesk on +44 1277 266 955 (option 2), use our Majenta Solutions Customer Portal: www.majentasolutions.com/customerportal or email us at autodesk.helpdesk@majentasolutions.com

Our Helpdesk Co-ordinator will record the details of your issue and assign your case to the appropriate support engineer who will then endeavour to contact you within 60 minutes.

Once your request has been processed you will be emailed a reference case number which will then be used by our systems to track the progress of your case through to completion. If you have any queries relating to your issue you will be asked to provide this reference case number.

Our Helpdesk Co-ordinator will require a detailed description of the problem that you are experiencing so that we can find a quick resolution to your issue and assign the engineer most suited to resolving it. Our call logging procedure is summarised in this flowchart (right).

Should we need to log your case with Autodesk it will be allocated a unique Autodesk number which we will monitor throughout the lifetime of your case. We will provide you with an on-going report of the case until it is closed.

3For further information on all Subscription Plus packages please call +44 1277 263 244

Call log updated and closed

Call is logged with Autodesk Development and a BUG number

is issued. Call log updated and closed

Call Helpdesk:+44 1277 266 955 (option 2)

autodesk.helpdesk@majentasolutions.com

Access Customer Portal: www.majentasolutions.com/customerportal

Issue resolved?

Is it a bug?

Call logged into database Support Engineer contacted

Case number and email notification sent to customer

Investigate workarounds. Document in call log

Yes

Yes

No

No

helpdesk support process

Should you need us to assist you at any time, there are 3 pieces of information that you need to provide us with so that we can action your request as quickly as possible:

1. Your software serial number(s)

2. The product name and version

3. Your contract number

2 For further information on all Subscription Plus packages please call +44 1277 263 244

Introducing Subscription Plus. A variety of added value support features over and above the Autodesk and Majenta standard subscription contracts, which are designed to maximise your software investment and productivity according to your specific requirements.

5For further information on all Subscription Plus packages please call +44 1277 263 244

pro master geniuspro master geniuspro master genius

Choose from 3 packages:

4 For further information on all Subscription Plus packages please call +44 1277 263 244

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As an Autodesk customer you will automatically benefit from new software releases, enhancements and patches. What happens if you have an issue with your software that you can’t resolve yourself?

Majenta Subscription Plus is a range of Autodesk Support packages developed by Majenta specifically to ensure that you get the help you need, when you need it.

In addition to software support, our packages also include a wide range of features that will help you to maximise your Autodesk investment and ensure that your users realise the full potential of the software.

Majenta Helpdesk support with complimentary MX Helpdesk Connect user account

Additional value-added support including; technical account management, training and consultancy services

10% discount on Academy Training Passport and Consultancy

IT infrastructure audit and increased discounts on training and support

20% discount on Academy Training Passport and Consultancy

+ 1 day Academy scheduled training free-of-charge

7For further information on all Subscription Plus packages please call +44 1277 263 244

Inclusive of all Autodesk Subscription and Subscription Plus Pro features plus:

Dedicated Account ManagementAll customers on our Master package are allocated a dedicated Majenta Account Manager. Your Account Manager will become your key contact at Majenta for any general requirements or queries that you have relating to Majenta and Autodesk. From offering advice on products, pricing, services and training through to ensuring that you are entirely satisfied with the service that you are receiving, your Account Manager will become your leading source for advice.

Dedicated Technical ManagementIn addition to your Majenta Account Manager we will also allocate you a dedicated Technical Account Manager. Your Technical Account Manager will be responsible for ownership of your technical issues and queries from the point of logging through to resolution.

Technical Bulletin UpdatesWe issue regular technical bulletins containing pertinent information relating to general news and updates from Autodesk.

CAD Workstation OptimisationMajenta’s dedicated IT Division specialises in supporting our Autodesk customers with advice on hardware and wider infrastructure solutions. On an annual basis one of our IT Technicians will evaluate your CAD hardware for you and offer advice on any identified improvements that could help you to optimise your software performance.

Technical User DaysMajenta hosts technical user days each year. The sessions, run by our Majenta Autodesk Technical experts, are an informal event designed with your users in mind. We will give an overview of the latest enhancements to the software, answer questions and spend quality time helping your staff to become even more proficient.

10% Discount on Academy Training Passport and ConsultancyThe Majenta Academy runs continually throughout the year delivering courses on a wide variety of Autodesk products. We appreciate that investing in training is an additional cost so for our Master Support package we offer you a 10% discount off list price on all training courses that you book with us and any consultancy that you request during your contract period.

New Product Update EventsWhen Autodesk launch new products we run exclusive customer events and webinars that are specifically designed to give you first glance of the latest software on offer. These events help you to gain first-hand visibility of new Autodesk products and meet with the experts. A thorough understanding of these new products enables you to develop a roadmap for incorporating the latest Autodesk enhancements into your business.

Online Training SessionsMajenta’s online training sessions provide an extremely efficient method of gaining awareness of the latest feature functions and technology releases from Autodesk.

Technical Account Management (TAM) ReviewOur onsite full day review of your working practices and software productivity are conducted by your dedicated Technical Account Manager (TAM). In addition, your TAM will evaluate your current procedures to unearth bottle-necks and identify any skills gaps. They will also deliver a proposal designed to increase your workflow efficiency and user productivity.

6 For further information on all Subscription Plus packages please call +44 1277 263 244

Inclusive of all Autodesk Subscription features plus:

Telephone Helpdesk SupportAvailable Monday to Friday from 9.00am to 5.00pm (excluding public holidays). Simply call the Helpdesk on +44 1277 266 955 and select option 2 from the menu.

Outside of hours you can email us at autodesk.helpdesk@majentasolutions.com and we will respond to you in normal working hours.

Customer Portal AccessThe Majenta Solutions Customer Portal is your online resource for logging your Autodesk software issues. The interface is easy to use and provides you with a comprehensive view of your cases.

Visit the portal at www.majentasolutions.com/customerportal to log, track and manage your support cases.

MX Helpdesk ConnectYour complimentary MX Helpdesk Connect account enables you to send your data to the Majenta Helpdesk quickly and securely. MX has full send and receive traceability and no file size limit making it particularly useful for exchanging any large or secure files that you need to share with us in order to resolve your case.

MX Complimentary User AccountYour complimentary user account gives you full access to MX. Use MX to transfer business-critical and large data files with your suppliers, colleagues and remote workers quickly, securely and with complete confidence.

Autodesk Subscription Centre SupportWe will keep track of your software serial numbers, subscriptions and your license file information so that we can resolve any issues on your behalf. We liaise with Autodesk and notify them of any updates such as a change in the contract manager name and contact details. This saves you valuable time and ensures that you never miss any communication sent to you directly from Autodesk.

We will also handle your requests for media (software CDs/USBs).

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8 For further information on all Subscription Plus packages please call +44 1277 263 244

Inclusive of all Autodesk Subscription, Subscription Plus Pro and Master features plus:

IT Infrastructure AuditTo keep you at your most productive, we will offer you a free IT systems audit which covers server, storage and network infrastructure.

We will review your environment to identify resource and network bottlenecks as well as assess your data back up and disaster recovery capability.

1 Day Majenta Academy TrainingTo ensure that your users are kept completely up to date with the latest technological developments and that your company maximises its software investment, we endorse the importance of regular training. That’s why our Genius package includes a complimentary training day on an Academy scheduled training course.

20% Discount on Academy Training Passport and ConsultancyTraining and consultancy will help your business and your Autodesk users to ensure that you remain up to date with skills and software developments.

The Majenta Academy runs continually throughout the year delivering courses on a wide variety of Autodesk products. We appreciate that investing in training is an additional cost so for our Genius Support package we offer you a total of 20% discount off list price on all training courses that you book with us and any consultancy that you request during your contract period.

Telephone/Remote Assistance for Installations and UpgradesWhen installing or upgrading your software you might find that you could benefit from some assistance. We offer telephone and remote assistance to help resolve any issues that you might encounter with your installation or upgrade. Majenta recommends that in order to reduce downtime and fully optimise the performance of your installation that you utilise our professional on site installation service.

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