Support Tier

Level 0

Level 1

Level 2

Level 3

Purchase Requirement(s)

No Charge for MESA Customers

Purchase of Autodesk Subscription

Purchase of MESA Support

Purchase of both Autodesk Subscription and MESA Support

Hours of Support
M-F;  8:00am - 5:00pm

X

X

X

X

Access to Support
E-mail support@mesa-cad.com
Phone: 412.921.6372 or 888.301.6372

X

X

X

X

Support Response Time
by a MESA Support Technician

8 hrs

4 hrs

4 hrs

2 hrs

Type of Support Offered
Troubleshoot application, installation, configuration, printing, and licensing issues.

X

X

X

X

Retrieval and configuration of Network licenses
Once per license year
(Creation of options file not included)

X

X

X

X

First installation of newly purchased product(s)

X

X

X

X

On-site support when required
(if issue cannot be resolved remotely)

X

X

Remote assistance for installation and configuration of products on one (1) system or deployment per application supported.  Including setup and configuration of NLM

X

X

System Audit to verify Autodesk Service Packs installed, and to determine if older releases of Autodesk products need to be uninstalled. Installation of service pack and the un-installation to be the responsibility of the customer.

X

Update Presentation of New Product Updates by a MESA Application or Support Engineer at the customer’s facility (OH, PA, MD, WV)

X

Vault Maintenance to be performed twice (2) per calendar year.  Includes:  ADMS purge, Log check and cleanup, Database condense and defragment

X

X

Verify Vault Backup scripts are functioning properly. To be performed once (1) per calendar year,

X

X

Vault Server Upgrade once per calendar year

X

Vault Backup and Validation once (1) per calendar year

X

On-Site Billable Services Rates Available - For customers that do not have a support contract with MESA, Inc. contact Scott Grubb or your MESA sales representative for more information.