CADD Care Certified Helpdesk Products and Coverage

Depending on your Certified Helpdesk tier, the products covered are included below. CADD Microsystems supports current versions and three versions back - currently 2023, 2022, 2021, and 2020.

STANDARD

PREMIUM

ULTIMATE
AutoCAD Design Suite Standard AutoCAD Design Suite Premium AutoCAD Design Suite Ultimate
Autodesk Building Design Suite Standard Autodesk Building Design Suite Premium Autodesk Building Design Suite Ultimate
Autodesk Infrastructure Design Suite Standard

Autodesk Infrastructure Design Suite Premium

Autodesk AEC Collection 

Autodesk Infrastructure Design Suite Ultimate

Autodesk Product Design Collection
Autodesk® AutoCAD®
Autodesk® AutoCAD® LT
Autodesk® AutoCAD® Map 3D
Autodesk® AutoCAD® Architecture
Autodesk® AutoCAD® MEP
Autodesk® Showcase
Autodesk® Sketchbook
Autodesk® Mudbox
Autodesk® AutoCAD®  Raster Design
Autodesk® ReCap
Autodesk® Structural Detailing
Autodesk® AutoCAD® Civil 3D
Autodesk® 3ds Max & Max Design
Autodesk® Infraworks
Autodesk® Navisworks Simulate
Autodesk® Inventor Professional
Autodesk® Revit (Architecture, Structure, MEP)
FM:Systems (7.x, 8.x)
Autodesk® Structural Analysis Professional
Autodesk® Alias Design

 

The following charts shows what is and what isn't covered with CADD Microsystems' Certified Helpdesk

ERRORS
Definition The Autodesk software being used is not performing as designed. This could result in:
  • Inconsistent or unexpected behavior
  • Error messages
  • Crashes (software exiting unexpectedly)
  • Lock-ups or Operating System Crashes (i.e. blue screen)
What is Covered Each of the items in the definition above as it relates to an Autodesk product listed in the Certified Helpdesk service (which is based on the tier of service you purchased).
What is Not Covered
(but we will still try to help)
  • Errors with third party applications or add-ons to Autodesk software that were not developed by Autodesk
  • Errors due to installations that violate the Autodesk End User License Agreement (EULA) or that are documented as not supported by Autodesk (i.e. installations on certain operating systems)
  • Operating System errors

 

INSTALLATIONS
Definition Any method used to install and configure Autodesk software on a workstation or server, including:
  • Standalone installations
  • Network or multi-seat standalone deployments
  • License Manager installations and configurations
  • Network licensing reporting software installations and configurations
What is Covered
  • Installation overviews, explaining the basic steps to each type of installation
  • Access to resources such as supplemental documentation and instructional videos
  • Best practices and helpful tips
What is Not Covered
(but we will still try to help)
  • Step-by-step instruction based on your specific scenario
  • Third party applications or add-ons to Autodesk software that were not developed by Autodesk
  • Operating System errors

 

 

CUSTOMIZATIONS
Definition Any and all methods used to modify the default installation of your Autodesk product, including changes to the general user interface or any tools within.
What is Covered
  • Determination of the origin of customization in-place (built by CADD Microsystems or otherwise)
  • Access to resources such as supplemental documentation and instructional videos
  • Assistance in reaching our Sales Team to schedule consulting visit when appropriate
  • Guidance to help restore the default installation of your Autodesk product
What is Not Covered
(but we will still try to help)
  • Guidance on restoring custom content that CADD Microsystems did not build
  • Create or rebuild custom content
  • Third party applications or add-ons to Autodesk software that were not developed by Autodesk
  • Operating System Errors

 

 

TRAINING
Definition General how-to information and step-by-step guidance on any Autodesk product.
What is Covered
  • Basic overview of product capability
  • Basic overview of user interface (example: Ribbons)
  • Guidance locating tutorials & other supplemental resources
  • Assistance in determining which CADD Microsystems training course is appropriate and direction on how to enroll
  • Best practices and helpful tips
What is Not Covered
(but we will still try to help)
  • Step-by-step instruction
  • Training on third party applications or add-ons to Autodesk software that were not developed by Autodesk