Before you contact Customer Support, review the FAQs below.
Question 1: Can Autodesk Support help resolve issues with customer project data?
Answer 1: No, Autodesk Support can't access, receive, or store any customer project data. Autodesk Support can only help with non-project specific data outside your Autodesk for Government environment.
As described in more detail here, Autodesk's Support systems and personnel are currently not properly configured or legally authorized to access, receive, or store any classified information, controlled unclassified information, export-controlled information, or other sensitive information requiring special access or dissemination protections.
Question 2: Can Autodesk Support access, receive, or store controlled unclassified information (CUI)?
Answer 2: No, customer project data is presumed to contain CUI or other sensitive data and Autodesk cannot access, receive, or store customer project data. If you have access to a commercial version of the Autodesk for Government offering, you may try to reproduce the issue in that environment. Be sure not to use CUI or other sensitive data to reproduce the issue in the commercial environment.
Question 3: Can Autodesk Support directly access a customer's Autodesk for Government (AFG) environment for troubleshooting or other purposes (for example, via remote control or screen sharing)?
Answer 3: No, Autodesk Support cannot use any tools that could result in the sharing, inclusion, or disclosure of project data. Please click here for more information.
Question 4: What Autodesk Support modalities will be available for AFG customers?
Answer 4: As described in more detail here, only web support will be provided as further described in the Standard Subscription Support Benefits.
Question 5: How do I make sure I get in touch with the correct Autodesk Support team?
Answer 5: When requesting support for the Autodesk for Government offerings, make sure to select the appropriate offering (for example, BIM Collaborate Pro for Government or Autodesk Docs for Government). This will help in assigning the issue to the relevant Autodesk Support specialist.