Software Support

What is the right level of support for you?

Core Support for Design Products keeps you up and running with your desktop software. Installation problems, licencing issues or hardware compatibility glitches can all be frustrating when you just need to get on with your work. We have a team of experts dedicated to solving these type of problems, use their hands-on experience to find the cause of your problem.

Advanced Support for Design Products gives you access to core support but also allows you to ask more detailed questions about how to use your software. Sometime commands don’t do what you expect or you need a reminder on how to use that useful editing tool. That is the time to talk to one of our products support specialists who will get you going again.

Our data management specialists are on hand to help further advise and develop your data environment beyond implementation. As data is a moving and expanding asset, your system and environment is supported to keep up with the demands of your projects and design teams. Your environment is documented and managed by our team to ensure support is relevant to your configuration and implementation including:

• Ongoing file and data structure
• Extending access to remote users and teams
• Collaborating with extended design teams and project stakeholders
• Developing extended capability and functionality
• Version and server upgrades and advice

Our BIM 360 experts are on hand to help you manage, adopt and extend your system beyond implementation. Project data, files and models are an expanding and growing asset and we are there to offer the right advice as the demands on your environment increase. Further interoperability issues may be a consideration as will the need to extend access to field based users. Support includes:

• Ongoing file and data structure
• Model federation
• Project configuration
• User access and permissions
• Mobile access and extending project use

As you develop new workspaces and workflows our specialist team will help support your growing environment whenever you need it. Advanced Fusion Lifecycle Support provides you with the guidance and advice you need to continue to adopt further functionality such as:

• BOM and Change Management
• Supplier Management
• Project Execution and Tracking
• Quality Management
• Document Control

Our Advanced Manufacturing Specialists and CAM experts are on hand to help further advise and support you beyond your CAM software implementation. Sometimes software stops working or isn’t working the way you need it to, either way you need to speak to someone who understands your problem and has the knowledge and experience to find the best solution, in the shortest time. Within 4 hours of the initial support request contact:

• Your request is allocated to our most appropriate technical specialist.
• The specialists will attempt to provide a solution by email or telephone using all the technical resources we have available.
• If you are satisfied our solution resolves your issue, the support request will be marked as resolved.
• If the support request cannot be resolved on the initial call, our support specialist will agree a resolution schedule with you which may include implementing workarounds, further testing or an escalation plan.
• Our ISO 9001:2015 Accredited Helpdesk team is driven by customer feedback and satisfaction and is committed to providing you with the right solution to keep you working.