Support Subscription
Get unlimited access to our Support Portal for all software troubleshooting.
Unlimited access to our decicated software support portal
Why?
Most software vendors, such as Autodesk provide direct, limited support as part of a software subscription. Please feel free to access your bundled support HERE.
If on the other hand, you would prefer support through Modena, this is made available via the Modena Support Subscription, and is your answer to responsive, local support.
Via our ongoing support subscription, we are here to help solve issues before you spend hours trying to sort them out yourself, opening up new avenues of productivity in your organisation.
The more time you spend fulling an IT function my trying to troubleshoot software bugs and issues, or having to wait on an IT department to assist, the less time you spend doing your job.
Modena Support Portal
How does it work?
Support requests can be submitted anytime via the self-service portal, email or telephone. The Modena Support team will respond to all requests within 4 hours from the date and time that the request was submitted.
The Helpdesk technician will provide you with:
- An immediate resolution or workaround to the problem or,
- A notification of the estimated time to provide a resolution or workaround in the case where at the technician’s discretion, the support request requires research or escalation.
There are multiple ways to submit your support requests:
- Support Portal: http://support.modenatechnologies.com
- Phone: 021 794 0702
Telephone support is available between the hours of 8:00 am and 4:30 pm SAST on business days, but requests can be submitted at any time via the Support Portal. - Email: support@modenatechnologies.com
To log a case, be prepared to provide your name, email address, phone number, application name and version and a description of the issue.
Everyone benefits
What are the benefits?
For The User
- You aren’t left on your own and can rest assured knowing that you’ll have access to experts who will be dedicated to answering and investigating any issues you may have.
- You’ll increase your value as you learn to work more effective and efficiently.
- You’ll have local support.
- You won’t need to wait for IT to assist you with issues which might be causing problems with your design software.
For The Employer/Management
- Employees will have access to experts dedicated to helping remove potential bottlenecks to their productivity in order to fully utilise your software investment.
- The software will be kept running in the most efficient way possible, avoiding the need to employ extra personnel to overcome efficiency issues – allowing you to do more with less thus achieving full ROI on the Support Subscription very early on.
- Improved moral as you invest in your valued employees and give them the help they need to perform their duties well.
- You’ll build a closer working relationship with Modena, allowing us to better understand your company, exponentially increasing the value we are able to provide.
- You’ll reduce IT costs and workloads.
included services depend on subscription tier chosen
What's Included?
With the Support Subscription, we’re here to help prevent and solve any issues that stand in the way of you opening and using your software, such as:
- Unlimited Modena Support Portal Access
- Activation & onboarding
- Technical support.
- Email support.
- Telephonic support.
- Remote Access (Teamviewer).
- Autodesk account management assistance.
- License activation.
- Software installation troubleshooting assistance.
- Deployment creation.
- Workstation hardware advice.
- Driver installations.
- Network license manager creation & installation.
- Crashing and freezing troubleshooting.
- Glitches & general error code troubleshooting.
- Software service pack, update & hotfix installations.
Whats not included?
- Vault Support –> Please contact us for options.
- Vault Helpdesk is in addition to the core and vertical support options above and includes Email Support, Phone Support, and Unlimited Remote Access (Teamviewer).
- Consulting & Training –> View Consulting Subscription.
- Best described as “How to use the software in the most efficient way possible”.
Our entire team standing by to help
Who you'll have access to.
Depending on if you choose a Modena Support or Consulting Subscription, you’ll have different levels of access to our team.
Subscription Specialists
Standing by to help you with queries relating to the management and access to your software subscription, including when it’s due for renewal and assistance with assigning user access on the subscription management website, our Subscription Specialists have you covered.
Support Specialists
If you are struggling to install your software or if it’s crashing, freezing, or simply not working the way you expect it to, our Support Specialists are standing by to log your support query, and and then suggest a solution or applicable workaround as quickly as possible.
Consulting Specialists
Our industry-specific Consulting Specialists work closely with you to understand your workflow and to advise on the best way to implement solutions. They have developed their real-world skills and experience by using these products in organisations similar to yours.
Support VS Consulting - What's the difference?
Support Subscription
We help deal with obstacles that stand in the way of you opening your software and having it function as it was intended to, so that you’re able to use it to do your work..
Racecar analogy: Making sure your car is working as it should, is roadworthy, serviced, able to start and drive as the manufacturer intended it to.
With the Support Subscription, we help with requested like:
- “I can’t open my *Program name* and keep getting an error message, please help?”.
- “*Program name*, keeps crashing, when I perform function *xyz*, please help?”
In addition to what is provided in the Support Subscription, the Consulting Subscription extends the scope to allow us to help with aspects that includes efficiency and workflows, helping produce a desired output in the shortest timeframe.
Racecar analogy: Using your perfectly functioning car to driving around a racetrack is the fastest most efficient manner possible.
With the Consulting Subscription, we help answer questions like:
- “How do you do xyz in *Insert program name?”
- “What is the best way to design a 123 in *Program name?”
Something to suit every requirement
What are the Support Subscription options?
Pricing depends on the product type and number of seats for which your require support.
Core Product Support
1-2 Seats-
AutoCAD/AutoCAD LT/Revit LT Product Support
-
Autodesk Vertical Product Support
Core Product Support
Unlimited Seats-
AutoCAD/AutoCAD LT/Revit LT Product Support
-
Autodesk Vertical Product Support
Vertical Product Support
1 - 2 Seats-
AutoCAD/AutoCAD LT/Revit LT Product Support
-
Autodesk Vertical Product Support
Vertical Product Support
Unlimited Seats-
AutoCAD/AutoCAD LT/Revit LT Product Support
-
Autodesk Vertical Product Support
- Price excludes VAT.
- Core: AutoCAD, AutoCAD LT and Revit LT Suite.
- Vertical: Revit, Inventor, Navisworks, Civil 3D, Plant 3D, AutoCAD Electrical, Infraworks, Advanced Steel, Twinmotion, Enscape.
- All requests for support need to be logged via the Support Portal.
Need Consulting and Training as well?
If you need access to support AND ongoing consultation and training services, please view our Consulting Subscription options.
Are you ready?
Let’s begin our journey.
