Vault Upgrades & Preventative Maintenance
Modena helps you keep your Vault running as efficiently and safely as possible.
Save your organisation thousands by mitigating lost productivity
Support Credits
R300.00 – R3,750.00 ex VAT
Reduce downtime with responsive support that’s just a few clicks away.
- Software download, installation/uninstallation and deployment creation.
- Autodesk account management & portal assistance.
- Serial number and sign in license activation.
- Network License Manager setup & changes.
- Troubleshooting error codes and software crashes.
- Direct remote TeamViewer login.
- Basic customisation (migrate workspaces, tool palettes, acad.pgp and more)
- Hardware performance diagnostics.
- Priority first-in-line support queue < 2 hour response.
- Plotting and printing issues.
- System driver updates and performance optimisation.
- EXCLUDES: Consulting Services.
- EXCLUDES: Onsite Support.
- EXCLUDES: How-to training questions.
- EXCLUDES: BIM 360/Fusion Teams account activation, admin setup and custom documentation.
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What is a Credit?
Let’s start by what a “credit” is defined as. A Credit is a single instance of support whereby Modena
assists you over and above the complimentary self-help email sent when a ticket is logged via
email or the support site.
What is covered under a Credit?
A Support Credit will cover, and it’s value covers the total amount of effort required to resolve, the
following three types of issues:
1. Licensing / Activation errors
2. Autodesk Account Management
3. Installation help
What is not covered?
At this point, we are only covering the three abovementioned types of issues. Resolving more than
one issue on a single Credit is not covered. For example, if you are spending a Credit on
Installation help, and we have completed the installation, we will not activate the software also on
the same Credit since that falls into another category and will require another Credit to be used.
We will, however, always provide a complimentary self-help email before asking for another Credit
to be spent.
What if my Credits run out?
More Credits can be purchased at any point in time and they do not expire. If no Credits are
available you will be charged the standard single-instance support cost. You will however still
receive a complimentary self-help email before being charged.