Traditional software support agreements rely upon the same underlying principles as insurance; you pay a premium for a service that only provides maximum value when things go wrong and the annual decision to pay is more about peace of mind in that event, than any visible return on an investment.

Support Packages from Revit Support offer a new way to gain that assurance with a guaranteed deliverable over the life of the contract.

Focused Expertise

We at Revit Support offer services around only one product and you can probably guess from the name, what that is.

In truth, we offer support to the whole platform of Revit products, which now includes Revit Architecture©, Revit Structure© and Revit MEP©, so we are not quite so blinkered, but rather than being ‘suitably proficient’ at many products, we think that you deserve no less than the very best service available, and this requires focus. Each member of the support team is experienced on Revit, and most are Revit users. Not trainers, product demonstrators or professional product supporters, but users like you. Because of this, they now what you are going through and were you are heading. They understand what it is you want to achieve and they know how to help you get there.

Experience, On-Demand

How do we do it? Well, software dealers use Application Engineers and Trainers to provide customer support during their downtime between training courses and consultations. Here at Revit Support, we contract resources in advance from teams of experienced users within engineering and architectural companies. An added benefit of this approach is that these staff are office-based and not out on the road, which means that we measure a fast response in minutes rather than hours or even days. You have the choice of E-mail, callback or our dedicated local-rate support hotline, for a quick connection to an available professional, and the escalation process ensures that you have the very best assistance from industry-leading specialists in each discipline, there to help when you need it most.

Long Shelf Life with Quantifiable Deliverables

Rather than an annual fee, you purchase a contract with a set number of hours. The hours that you buy have a 12 month lifespan and what’s more, as your remaining hours are due to expire you have the choice to use them in a number of ways, from library content development to advanced training sessions. This way, you know from the outset that the fee you pay delivers not only peace of mind but will also guarantee some form of expert advice or assistance.

The reason that we place an expiration date on a contract is so that we can effectively plan the resources we need to service our customers and get the best available rates for the best available support. Our charges are based on purchasing resources at today’s market rates which will very likely rise over the two intervening years. Our support contracts shield you from these rises, although we cannot say the contract prices will not be higher next time around.

Flexible

We don’t differentiate between technical issues and training issues – you phone if you need help with an unusual error message or you haven’t the time to build a new family component; either way, we are there to assist. We do suggest that any licensing issues continue to be handled by your Autodesk reseller as they have access to account information that we do not.

Account Login

The Revit Support web site is currently under construction. Final details of the site capabilities will follow as we get closer to completion, but we intend to provide a dedicated login to help you stay in touch with your team’s support usage, provide a brief summary of the questions and answers as well as details of any escalation process and the total time spent in delivering the solutions. When your account gets low, you can review the statements in order to justify the decision to purchase more hours.

One Size Does Not Fit All

You take as much or as little support as you think you may need in the next two years. Packages are sold in bundles of hours to suit your requirements with default offerings of Support15, Support25 all the way up to Support200, so you can take a small contract and see how it goes or make use of the economies of scale and opt for a larger pack from the outset. So it need not cost the earth to know you have expert help at hand.

Improved Service Delivery to your customers

Planning for and providing technical resources to support the users of each product can be a painful aspect of expanding an Autodesk sales business. Ensuring a good balance of supply and demand is a constant undertaking, which can lead to loss of profits or loss of customers if the scales tip either way.

The Revit Support Service is sold as a product through the Autodesk Channel Partners and is intended to establish the highest possible standards of after-sales care for the Revit user, whilst taking the strain out of managing the resource balance.

The customer experience is backed by unprecedented levels of deployment and usage experience, whilst an easy-to-use web interface is under construction to manage each account, with dedicated login for dealers and end-users to review and report on activity.

Clear Product Sales Margins

Defining and understanding the pricing structure for customer support services can be difficult and lead to costly mistakes. Some customers never use the service but just want to know they have a safety net to fall back on, whilst others need almost full-time assistance. The former group may need to see justification for signing up next year, whilst the latter group become a potential burden with little return.

The following pricing matrix provides the RRP for the standard packages along with the dealer margins on each offering. Prices shown are exclusive of VAT.

Any Questions?

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