Autodesk Account is a web-based portal that offers password protected access to product support benefits based on contract roles.
Access to Fusion Manage technical support is controlled by your contract manager. The contract manager is the person in your company responsible for tracking the licenses as well as the terms and conditions of your Autodesk subscription agreement. Most often this is someone in charge of procurement. The contract manager grants support benefits to your Fusion Manage Administrator or other users on the Autodesk Account site. Any user in your company identified by the contract manager can log support cases with Autodesk.
A software coordinator may have already been identified by your contract manager. A software coordinator is responsible for the software products used within a group. In this case, the software coordinator can also grant support benefits to the appropriate users.
While a contract manager or a software coordinator has full support access for Fusion Manage, the Fusion Manage Administrator for your company should be granted access for technical support issues.
It is recommended that Fusion Manage users send support questions and issues to their company's Fusion Manage Administrator and then the Fusion Manage Administrator requests technical support on the Autodesk Account site. Configure the support email address in General Settings to go to your PLM Administrator.
For more information, see:
Submit support requests using the Autodesk Support portal.
Only users granted support benefits on the Autodesk Account site by a contract manager or a software coordinator can request technical support. If you do not have support access on Autodesk Account, contact your contract manager, software coordinator, or your company's Fusion Manage Administrator.
The response time for Cloud Subscription Support Level Agreements are subject to change based on the Autodesk Maintenance Plan, Subscription, and Enterprise support terms and conditions. Any 3rd party involvement may result in a longer response time.
The following response targets apply only to web support.
| Incident Severity Level | Response Target |
|---|---|
| Severity 1 Critical | Within 2 hours during Extended Support Hours from Autodesk's receipt of your support request. |
| Severity 2 Urgent | Within 4 hours during Extended Support Hours from Autodesk's receipt of your support request. |
| Severity 3 Standard | Within 8 hours during Extended Support Hours from Autodesk's receipt of your support request. |